ICT Helpdesk Technician Apprentice

Retail Manager Solutions Limited

Apprenticeship summary:

Due to the success and growth of our Metro solution, we are expanding our support team, and are on the lookout for confident, people-persons to join us that enjoy a challenging, fast-moving environment. Ideally suited to a customer orientated person, who enjoys working with process, methodology and software.

Retail Manager Solutions Limited (RMS) provide retail, hospitality and healthcare teams with software to help manage their multi-site businesses more effectively. With solutions designed to support Operations, Compliance, HR, Buying, Project and Marketing teams, we are proud to be helping over 80 of the UK’s best-known brands with our Metro software solutions.

Our business mission for the past 15 years has been to provide software solutions that allow the industries we serve to ‘do business better’ – The team at RMS constantly push for new & innovative ways to achieve this with their Metro software solution. 


This role is dual-focused; requiring a strong, methodology in approach, excellent communication skills, whilst also having a logical approach to problem-solving. You will be supporting customers, from a range of industry verticals - Retail, Hospitality and Healthcare - and will become the main point of contact for customers within each, ensuring that regular updates and appropriate levels of service levels are maintained. Assisting with analysis of support calls and help in identifying areas for increased product effectiveness. You will also ensure that you are kept up to date with product changes and assist with testing new features/releases. The chosen candidate will be providing IT support to customers and look successfully to resolve tickets raised.

You will need to be a highly motivated individual, with a thirst for problem solving who is able to take responsibility for your own actions and workload, and able to work effectively as part of the support team whilst maintaining a collaborative relationship with the Business.

  • Day to day ownership of support process
  • Collaboration with the support team.
  • Reviewing customer issues/tickets (2nd line support) to seek resolution supporting the RMS support process in line with SLA`s & where appropriate recommending improvements.
  • Problem solving and troubleshooting
  • Engaging with the development team for fixes
  • Manage Customer expectations with regards to issue resolution in accordance with service level agreements (SLA`s)
  • Analyse and track customer metrics. Highlight opportunities and threats to appropriate managers.
  • Assist Customers in understanding Product Release notes and provide guidance & training when applying to their own Business needs.
  • Working collaboratively with the support, operation, Sales and development team to find solutions that solve business issues
  • Carry out functional Software Testing. This also may include testing new releases of the product and new features.
  • Assist with standard business documentation (for example CPA`s, Process mapping, Account Review Documents, training documents etc)
  • Contribute to the innovation and instigation of new software Projects / process changes for the effective improvement of solutions operation, within the context of the role purpose.
  • Some reception duties will be occasionally required (Meeting and greeting visitors, answering and directing calls

Other information:

  • You will need to have a drivers licence and vehicle to get to the business location


  • A very keen interest in IT and technology
  • Strong methodology approach
  • Computer Literate – good working knowledge of Microsoft Office plus mobile devices
  • Good telephone manner
  • Flexible approach
  • Works well under pressure
  • Ability to work independently, organise self and others to ensure tasks are carried out in a timely manner

Personal qualities:

  • Excellent communication skills and customer service skills
  • Highly motivated with a thirst for problem solving
  • Take responsibility for own actions and workload
  • Strong team player actively supporting the support and operations team and the wider Metro team
  • Basic IT troubleshooting, skills will be an advantage

Qualifications required:

  • GCSE English Grades A* - C (9 – 4) or Functional Skills Level 2 in English
  • GCSE Maths Grades A* - C (9-4) or Functional Skills Level 2 in Maths


  • 20 days paid holiday including 3 statutory days holiday.
  • NEST Government pension scheme when probation passed

Future Prospects:

  • A potential full-time career at Retail Manager Solutions and further progression

Training to be provided:

Throughout the duration of the Apprenticeship you will be required to attend one of PETA training centres for off-the- job training.  The majority of training will be completed with your employer at your place of work.

You will be completing Level 3 Infrastructure Technician Apprenticeship along with the following qualifications:

  • Microsoft (MTA) Networking Fundamentals
  • Microsoft (MTA) Mobility and device Fundamentals
  • Microsoft (MTA) Server Admin
  • Microsoft (MTA) Software development Fundamentals
  • ITIL Foundation V4
  • Functional Skills in English and Maths (if required)