IT Desktop Support Technician (Apprentice) - Full Time Position

Role Overview:

As the first point of contact for all Golfbreaks Back Office and Contact Centre staff, the IT Desktop Support Technician plays a vital role in assisting colleagues with software and hardware issues or queries. This includes ensuring that all support calls are answered promptly, accurately logged, and managed efficiently, delivering immediate resolutions where possible and escalating more complex issues to other team members or third-party vendors when appropriate.

The ideal candidate will possess strong communication skills, a methodical approach to problem-solving, and the ability to make decisive, well-informed decisions. A talent for finding and implementing effective solutions is essential.

This position operates in a dynamic, fast-paced environment, where each day brings new challenges. A tenacious attitude, eagerness to learn, and the ability to adapt quickly will be key assets. The role also demands exceptional attention to detail, organisational and prioritisation skills, and a collaborative team mindset. Being customer-focused, solution-oriented, and open to change is highly desirable.

What you will be doing:

• Support: Respond to all 1st line support requests and issues from internal and external staff in line with defined service level targets, ensuring timely and effective resolution or escalation.
• System Health Monitoring: Perform proactive checks on Golfbreaks hardware, software, and IT services to ensure ongoing efficiency, availability, and security of the infrastructure.
• Maintenance: Maintain, and where appropriate, repair components of the physical and virtual environment to ensure systems remain operational, current, and accessible to end users.
• Hardware and Software Tasks: Carry out software installations, updates, and hardware upgrades as required to support user needs and system performance.
• Business Continuity: Manage the organisation’s primary backup systems and data in accordance with the documented Business Continuity strategy to ensure consistent and reliable backup availability.
• Documentation: Produce and maintain clear, accurate documentation of IT systems, processes, and workarounds for both end-user guidance and internal IT reference.
• Project Work: Support the development of existing systems or implementation of new technologies by contributing to assigned project tasks as needed.
• Training and User Guidance: Provide ad-hoc advice and informal training to end users to enhance their understanding and effective use of available technologies, improving day-to-day efficiency.

What we are looking for:

• Excellent verbal and written communication skills
• Strong attention to detail
• Patient and methodical approach when resolving user issues
• Self-motivated, with a collaborative team-oriented mindset
• Consistently positive attitude towards all aspects of the role
• Naturally tech-savvy and an enthusiastic problem solver
• Excellent time management and the ability to prioritise tasks effectively
• Eagerness to explore and work with new and emerging technologies.

What we can offer you:

• Well-being days (half a day each month)
• Employee Assistance Program – 24-hour confidential helpline
• Opportunity to enrol in our Private Healthcare
• Opportunity to buy up to 5 days holiday
• Enhanced Maternity, Paternity, and Adoption Leave
• Perkbox discounts and freebies
• Cycle to work scheme
• EV cars through salary sacrifice
• Free eye tests with Specsavers
• Staff discounts on hotels and golf courses
• Corporate golf membership at two local golf courses for all staff to use
• Exclusive staff discount on Callaway and TravisMathew golf apparel

Training and Certifications: To support your development in this role, we offer tailored training depending on your current level of experience:

• ICT Level 3 Apprenticeship (certified by the British Computing Society): For school leavers or those with limited IT experience, delivered in partnership with a registered training provider.
• CompTIA A+ (self-paced training): For candidates who already have some hands-on IT knowledge, we offer structured access to online training materials alongside weekly allocated R&D time for study and practical application.

Company Profile: Golfbreaks was formed in 1998 by Chief Executive, Andrew Stanley. We organise an extensive range of golf breaks, holidays, and tournament experiences and so far, have sent over 3 million golfers to more than 2,500 resorts and golf courses worldwide. With over 25 years’ experience, we are the world’s number 1 rated golf tour operator with over 90,000 5-star reviews. We are renowned for delivering outstanding choice, value and service, whilst providing the reassurance and security of booking with a fully bonded travel company (both ABTOT and ATOL in the UK). We have 150+ staff based at our head office in Windsor, Berkshire – we also have offices in Charleston, South Carolina and Copenhagen, Denmark, from which our North American and Scandinavian operations are run.