FatFace - IT Support Apprentice

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Job Summary

Location: Havant PO9 1QJ
Salary per week: £307
Working hours: Monday – Friday: 9:00AM – 5:30PM (1 hour for lunch - unpaid) (37.5 hours per week)
Applications in by: 24/11/2017
Interview Date: 27/11/2017
Job Code: ED27129

The IT Support Apprentice works in the Operations Services team, resolving technical incidents, problems and queries from internal FatFace customers. You will ensure all requests are logged accurately, with good technical and non-technical information, to ensure timely solution of all incidents. Additionally, you will provide general advice and guidance on the best use of IT services offered at FatFace, covering hardware, software and online services.

FatFace is a fast-growing lifestyle clothing and accessories retailer, based in the UK. The business began in 1988 with two guys enjoying life on the slopes in the French Alps and desperately trying to avoid working for a living. With money running out they hatched plan; print some sweatshirts and t-shirts, sell them at night, and ski during the day. With that simple formula, the FatFace brand was born with the name even being inspired by their favourite black mountain run in Val d’Isère, La Face.

Fast forward over 25 years and the same entrepreneurial spirit still remains at the heart of the business, underpinning the company’s growth into a successful multi-channel retailer with over 200 stores, an award-winning store design, and a fast growing e-commerce website.

While FatFace will always stay true to their heritage, they also continue to pursue new growth opportunities. From new stores to international expansion, they’re constantly exploring ways to give more people better access to the FatFace brand, all the while retaining their passion for delivering a fantastic product and service experience that is loved by all of their customers.

There are currently over 220 FatFace stores in the UK, Ireland and the USA – located in market towns, holiday locations, high street shopping centres and high footfall travel hubs – and they continue to roll out more…

Click to learn more about the company at: www.fatface.com

Duties will include:

As you progress through your apprenticeship, your role will involve:
  • Work closely with IT colleagues in all technical disciplines to share knowledge, ensure consistency and improve service levels in all IT disciplines
  • Contribute to the creation and maintenance of IT processes and procedures, looking for opportunities to improve them on an ongoing basis
  • Take ownership of support requests you receive through to their resolution, working with colleagues and third-parties as required
  • Maintain a safe working environment, including general office environments and dedicated IT working spaces and storage areas
  • Create user accounts, manage access rights and assign permissions to software or data for end users
  • Create and maintain high quality documentation and information regarding FatFace IT services
  • Provide excellent customer service, in-person, on the phone and over email & instant messaging
  • Ensure all IT support requests are logged accurately and in a timely manner
  • Provide guidance on the effective use of IT hardware, software and services
  • Ensure all IT customers are kept up-to-date on the status of all requests
  • Build, configure and hand-over IT hardware to end users
  • Install or publish software to end users

Skills required:

  • An ability to explain technology and technical content to a non-technical audience
  • Good technical understanding of end user IT hardware, software and services
  • Good telephone manner, staying calm under pressure or in difficult situations
  • Experience of IT hardware, software and services
  • Excellent written and oral communication skills


Personal qualities 

  • An appreciation of the IT industry, technology trends and how it may be of benefit in a corporate environment
  • A general understanding of retail, the high street and how IT supports a retail organisation
  • A quick learner, able to ask the right questions to further your knowledge
  • A team player, able to build relationships and work well in a team
  • A self-starter, able to work alone when required


Qualifications required 

  • A Level or equivalent formal education
  • Preferred GCSE or equivalent in English and Maths grade A* - C (5 – 9)


  • Bonus based upon company performance
  • Plenty of exciting social events!
  • 25 days holiday per year
  • Long service awards!
  • Uniform discount
  • Pension scheme


Future Prospects 

  • A potential full time IT career at FatFace with opportunities for development and further learning subject to the successful applicants commitment and performance within their apprenticeship programme and job role.

Applications in by: 24/11/2017
Interview Date: 27/11/2017
Job Code: ED27129

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