1st Line Helpdesk ICT Technician (SaaS Support) Apprentice

This role is the first point of contact for customers, responsible for logging, triaging, and resolving support requests using HubSpot Helpdesk (CRM).

The successful candidate will deliver high-quality support, ensuring issues are resolved efficiently or escalated appropriately, while maintaining excellent customer & team communication throughout.

KEY RESPONSIBILITIES

Customer Support & Incident Management

Act as the first point of contact for all SaaS-related support queries via phone, email, and HubSpot Helpdesk. Log, categorise, and prioritise tickets accurately within HubSpot CRM/Helpdesk. Provide first-line troubleshooting and resolution for application, user access, and basic system issues. Ensure all incidents and service requests are managed in line with SLAs and KPIs. Escalate complex or unresolved issues to 2nd/3rd line support with clear documentation.

Application Support (SKYVISITOR / SAFEWORKS and the new SAFETYNET.ONE – launching Q3/4 2026

Support users with onboarding, account setup, and general usage of the SaaS platform. Diagnose common issues related to: User authentication and permissions, data input/output errors or device/browser compatibility

Assist with basic configuration and user guidance.

HubSpot Helpdesk / CRM Usage

Maintain accurate and detailed records of all customer interactions in HubSpot. Track ticket progress and ensure timely updates to customers. Use HubSpot workflows to manage case lifecycle and follow-ups. Contribute to knowledge base articles and support documentation.

Customer Experience

Deliver a professional, empathetic, and solutions-focused service. Keep customers informed with clear, jargon-free communication Identify recurring issues and feedback trends to improve service delivery.

Documentation & Continuous Improvement

Create and update internal and customer-facing documentation. Contribute to FAQs and troubleshooting guides for our SaaS Solutions. Highlight opportunities for process improvement within the helpdesk

DESIRABLE BUT NOT ESSENTIAL

Experience supporting web-based applications (ideally SKYVISITOR or similar platforms) Familiarity with HubSpot CRM / Service Hub Understanding of ITIL principles (incident, problem, and change management) Basic knowledge of APIs, integrations, or data handling

Training:

Velocity apprenticeship training programmes are delivered virtually by our fully qualified and industry-experienced training team. Using their expert knowledge, they will provide the skills necessary to succeed in the workplace and expand future career prospects.

Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their programme.

An apprenticeship includes regular training with Velocity Academy. At least 20% of your working hours will be spent training or studying.

Training Outcome:

The role offers long-term security and the opportunity to progress into a permanent position.

Employer Description:

Safetynet Solutions creates bespoke workplace security and management systems. They specialise in tools that help businesses manage visitors, contractors, access control, goods-in, and mailroom operations, using a mix of digital systems, print solutions, and ID card technology. They’re known as a leading UK provider with over 30 years’ experience and offer scalable solutions for small businesses through to global companies.

Working Hours :
Monday to Friday 9am to 5pm, shifts.

Skills:
Communication skills,IT skills,Attention to detail,Customer care skills,Problem solving skills,Analytical skills,Logical,Team working,Initiative,positive can-do attitude,Eager to learn