ICT Service Desk Apprenticeship


Salary: NMW (£4.55 to £8.72 per hour according to age)

Working Pattern: Limited term contract for 19 months, 37 hours a week.

Location: Badminton Road, Yate and remote working.

Are you looking to kickstart a career in IT?

How you’ll make a difference:

As an apprentice, you’ll be supporting front-line key workers who are delivering critical services to the community, through the ICT service desk and various project work.  You’ll be helping to support just under 3000 users of a wide range of systems and services that require maintenance and support at all levels.

Over the duration of the 19 month apprenticeship you will find the most challenging aspects of your apprenticeship will be working from home on some days, with remote support from your colleagues and Managers. The other challenging aspect is the fast moving environment of the ICT service desk.


What will you be doing?

You’ll learn how the service desk operates, undertaking duties such as dealing with IT incidents, requests and taking phone calls.  You’ll also be involved in the deployment of windows 10 equipment, Android smartphones to users and learning as you go, using well documented procedures with coaching from other members of the team.

For incidents, we will teach you how to resolve and manage laptop hardware issues, software error messages, VPN home working issue and systems access. For requests, you will learn how to set up our new employees with active directory accounts, software deployment to user’s machine, Spam email release, and resetting of passwords.

As an apprentice, you will also liaise with our other IT teams such as desktop, network, server and applications team, to ensure that all the relevant information including troubleshooting, is recorded on the ticket management system. We will teach you how to log tickets and manage your call queue including starters and leavers.  You will also be trained in-house on using active directory, MS product including Teams, Skype, Intune and active directory

Throughout your 19 month apprenticeship, we will allocate you a workplace mentor to give you guidance and support in completing your Level 3 in Infrastructure Technician at Gloucestershire College.

What we need from you:

  • You will ideally hold a minimum of GCSE A*-C (or Grade 4-9) or equivalent qualification in English and Maths or be willing to undertake and gain Functional Skills in English and Maths as part of the apprenticeship.
  • You must have the drive and willingness to learn new things and be committed to gaining your qualification.
  • You will need to have good communication skills, in order to provide excellent customer service and good attention to detail to ensure you produce accurate, error free work.
  • Good IT skills with an interest in ICT are essential.

For further information and how to apply please contact;

Bernice Williams

Apprenticeship Coordinator

HR Recruitment