Infrastructure Technician Apprenticeship Sprout Technologies Ltd

This role will be the first customer contact that is received by CTS clients. The responsibility of this role is to monitor and respond to CTS contact channels (e.g. Connectwise, support inbox, telephone calls). Ensure that items are promptly routed and prioritised to the correct CTS team for further action.

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Apprenticeship summary

  • To respond to client issues received by: telephone, voicemail, e-mails or the portal
  • Ensure scheduled tasks are managed and completed on time
  • Update and ensure that effective client communications take place across tickets
  • There will be a need to adapt and learn new procedures or tooling when necessary and incorporate into day to day
  • Ensure that the Team Lead is made aware of emerging issues i.e. potential P1/P2
  • Maintain and manage CTS knowledge documentation
  • Ensure effective ticket updates are completed by completing ticket quality checks
  • Complete daily check of success/failure of backups and accountable for raising any failures to the correct support team
  • Other activities at the discretion of the line manager
  • Ensure daily morning checks are completed successfully
  • Complete follow up of CSAT and document responses for team lead review
  • Ability to provide reporting to line manager where necessary
  • Annual wage


  • Working week

    Monday to Friday, 09:00 to 17:30.

    Total hours per week: 37.00

  • Expected duration

    14 months

  • Date posted


  • Expected start date


  • Closing date


  • Standards

    Infrastructure technician

  • Apprenticeship level


  • Reference number


  • Training Provider


  • Location


Requirements and prospects

Desired Skills

  • Passionate about customer service
  • Excellent customer service skills
  • Confidence in liaising with other personnel
  • Ability to multi-task and work well under pressure
  • Good team working skills

Personal qualities

  • Ability to effectively communicate with clients to gain feedback in order to improve service provided
  • Ability to document processes and procedures in a clear, concise and logical manner

Desired qualifications

5 GCSEs or equivalent (ideally A*-C / 9-4) including maths and English.

Future prospects

Tech and digital professionals in London earn an average salary of £52,500 per year, so this Apprenticeship could be the start of a very promising and profitable career.

Things to consider

About the Employer

Our Client, have built their success on building successful relationships with clients, servicing the niche needs of Legal businesses such as chambers and solicitors and are seeking to appoint an Apprentice Service Desk Analyst to take responsibility for day to day technical activities and communication.


Sprout Technologies Ltd