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IT Service Desk Apprentice Full Time

at Foster + Partners London in London (Published at 25-09-2023)

About the company:

Foster + Partners is a global studio for architecture, urbanism and design, all rooted in sustainability and founded by Norman Foster in 1967. Since then, he and the team around him have established an international practice with a worldwide reputation. With offices across the globe, they work as a single studio that is both ethnically and culturally diverse.

About the role:

As an IT Service Desk Apprentice, you'll work in a busy and challenging environment at Foster + Partners providing 1st line IT support and guidance to internal customers via telephone, email, and face-to-face. This role demands a very high standard of customer service and a willingness to provide excellent IT support services.

Main Responsibilities:

Service Management:

  • Provide excellent IT support to all Foster + Partners staff

  • Provide 1st level technical support and advice

  • To contribute, or otherwise assist, as required

Incident Management:

  • Respond to and process incidents and service requests

  • Effective handling of complaints and escalations

  • Monitor and take ownership of incidents to resolution, providing regular customer updates and follow up after resolution

  • Liaise closely with other IT teams on incidents requiring multiple discipline involvement


  • Installing F+P approved software onto user’s machines

  • Promote and follow established procedures

  • Active Directory and Exchange User Management

  • Provide Remote User and Site support

  • Provide Microsoft Outlook email client support

  • Configure Foster + Partners provided mobile devices

  • Troubleshooting basic printer issues

  • Maintain an up-to-date knowledge of relevant IT applications and technologies


  • Understand and adhere to all elements of Foster + Partners technical standards, licensing requirements and security policy

  • Supply and maintain loan IT equipment including updating and monitoring of the loan database/calendar

  • Thorough knowledge of and compliance with Foster + Partners procedures and standards

  • Complete Morning and Evening Checks


  • Excellent telephone manner

  • Willingness to learn

  • Able to demonstrate a high degree of flexibility

  • Excellent written and verbal communication skills

  • Excellent organisational skills

  • Self-motivated and able to take responsibility

  • Resilient and able to prioritise duties and work effectively under pressure (while remaining calm and professional at all times)

  • Able to demonstrate initiative and a proactive approach to daily tasks

  • Good interpersonal skills

  • Ability to build good relationships at all levels, internally and externally

  • Ability to work as part of an effective team assisting and supporting team members


  • General understanding of Microsoft Operating Systems

  • General understanding of the Microsoft Office 365 suite

  • General understanding of network technologies, VPN, remote access solutions, terminal servers and virus protection tools (Symantec)

  • Confident working with a broad range of systems/devices including laptops, printers, and plotters

  • Experience with PC builds and imaging including sysprep

  • Knowledge of the following products: ServiceNow, Bentley MicroStation, Adobe Creative Cloud, Autodesk 3ds Max, Revit

Entry Requirements:

  • You’ll need to attend an online interview with our Talent Team and pass initial assessments in maths and English once you have completed your registration.

  • You will need to be within a commutable distance to the office location listed.

Additional Benefits include:

  • Access to LDN's Apprentice Community

  • LDN Personal Development Opportunities

  • LDN Social Events

  • LDN Apprentice of the Month Prizes

  • Excellent Career Progression

  • Access to Student Discount

Job Types: Full-time, Apprenticeship

Salary: From £21,000.00 per year

Flexible Language Requirement:

  • English not required


  • Monday to Friday

Ability to commute/relocate:

  • London: reliably commute or plan to relocate before starting work (required)


  • GCSE or equivalent (preferred)

Work Location: In person

Reference ID: FANDP002Expected start date: 02/10/2023

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