IT Apprentice- Holmen

Apprenticeship Description

Holmen Board and Paper is a Swedish company and a member of the Holmen Group. The Workington Mill produces premium paperboard under the brand Incada. Our paperboard is an integral part of the shopping experience for our clients’ customers. Since 2013 we have powered the mill almost entirely by fossil fuel free energy. We value our employees and products highly. Today we are approximately 340 co-workers. Our integrated pulp and paperboard mill is located to the west of the beautiful Lake District in the north of England. 

Area of Work:

Support the Service Desk team in the delivery of efficient IT services to the business, assisting in the provision of reliable systems and user support that contribute to maintaining a 24x365 operational environment.

Work Duties:

• Provide first-line support to end users, logging and escalating incidents and requests.

• Troubleshoot hardware, software, and basic network issues under supervision.

• Support setup and maintenance of user devices and accounts.

• Contribute to system monitoring, software installations, and updates.

• Maintain accurate records in the service desk system.

• Deliver clear and professional communication to users.

• Assist in IT team projects and routine service delivery tasks.

• Refer any problems outside the capabilities of the IT Apprentice to the Infrastructure and Application Groups for 3rd line support.

Responsible for:

• Delivering first-line IT support in line with service desk procedures.

• Recording, updating, and closing incidents/service requests accurately.

• Escalating unresolved issues to senior staff.

• Assisting with IT asset management and account administration.

• Following IT security and data protection procedures.

• Maintaining a customer-focused approach.

Required Level of Competence:

• GCSEs (or equivalent) in English and Maths at grade 4/C or above.

• Ability to follow instructions and IT procedures accurately.

• Good communication skills and strong attention to detail.

• Willingness to learn and develop technical skills through training.

• Ability to work effectively as part of a supervised team.

• Reliability, punctuality, and basic time/task management.

Desired Level of Competence:

• IT-related qualification (e.g., BTEC, OCR, or equivalent) or prior study in ICT/Computing.

• Basic knowledge of Microsoft Windows, Office 365, and common IT systems.

• Familiarity with using service desk or ticketing systems.

• Understanding of basic networking concepts (Wi-Fi, LAN, internet connectivity).

• Previous customer service or technical support experience (school, part-time work, or voluntary).

Working Week:

Monday to Friday 8.30am- 4.30pm

Applications may close earlier if a suitable candidate is identified.