IT Support Apprentice - FatFace

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Job Summary

Location: Havant PO9 1QJ
Salary per week: TBC at interview
Working hours: Monday - Friday 09:00-17:30 (37.5 hours per week)
Applications in by: 06/09/2019
Interview Date: 10/09/2019
Job Code: CT32461

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 resolution 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.

It all 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 a 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 our growth into a successful multi-channel retailer with over 200 stores, an award-winning store design, and a fast growing e-commerce website. While we will always stay true to our heritage, we also continue to pursue new growth opportunities. From new stores to international expansion, we’re constantly exploring ways to give more people better access to the FatFace brand, all the while retaining our passion for delivering a fantastic product and service experience that is loved by all our customers.

click to learn more about FatFace

Duties will include:

IT Support

  • 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
  • Take ownership of support requests you receive through to their resolution, working with colleagues and third parties as required
  • Ensure internal IT customers are kept up to date on the status of all requests
  • Provide guidance on the effective use of IT hardware, software and services

Technical Delivery

  • Build, configure and hand-over IT hardware to end users
  • Install or publish software to end users
  • Create user accounts, manage access rights and assign permissions to software or data for end users 

Other information:

  • 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
  • Create and maintain high quality documentation and information regarding FatFace IT services
  • Maintain a safe working environment, including general office environments and dedicated IT working spaces and storage areas
  • Report to the Operational Services Manager

Skills required:

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

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
  • Excellent written and oral communication skills
  • A team player, able to build relationships and work well in a team
  • A self-starter, able to work alone when required
  • A quick learner, able to ask the right questions to further your knowledge

Qualifications required:

  • 5 GCSE’s or equivalent at grade A*-C (Grade 4 to 9) including English and Maths
  • A-Level of equivalent formal education


  • Onsite parking
  • Close to public transport links
  • Holiday allowance
  • Staff social events

Future Prospects:

  • Potential full-time employment upon completion of the Infrastructure Technician Level 3 Apprenticeship standard

Applications in by: 06/09/2019
Interview Date: 10/09/2019
Job Code: CT32461

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