Apprentice Service Desk Support Officer (an Arch apprenticeship) South Gloucestershire Council

The ICT Apprentice is a member of the Service Desk Centre team and as such will be the first point of contact for the customer for all ICT enquiries. They will provide a 1st line support service, working with customers to resolve their problems; this could be via telephone, email or connecting to the customer computer remotely.

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 10 Nov 2017

Apprenticeship summary

  • Annual wage


  • Working week


    Total hours per week: 37.50

  • Apprenticeship duration

    15 months

  • Possible start date

    13 Nov 2017

  • Date posted

    12 Sep 2017

  • Apprenticeship level

    Advanced Level Apprenticeship

  • Reference number


  • Positions

    1 available

You will receive supervision, guidance and support from your workplace supervisor and a workplace mentor and will have the opportunity to undertake a range of tasks to aid your learning and development.

Main Duties

  • Being the first point of contact for the customer for all ICT enquiries.
  • Developing and applying expertise to troubleshoot Customer’s technical issues, assisting them and ensuring all decisions made are in the best interest of the customer.
  • To work in a collaborative and ‘digital’ manner using, and suggesting, the latest tools to facilitate successful outcomes.
  • Information security and governance maintenance.
  • Regular checking of IT monitoring systems, verifying any identified issues, logging and investigating or escalating as appropriate.
  • Managing approx 2500 customer cases per month.
  • Managing approx 2500 user accounts and computers supported and maintained.

Requirements and prospects

Desired skills

  • Effective written and numeracy skills.
  • Able to research and resolve problems and able to judge when to escalate to more senior staff.

Personal qualities

  • Able to communicate effectively with a wide range of customers, in order to provide an excellent customer service.
  • Competent IT skills
  • Relevant practical experience in a customer focused environment

Qualifications required

  • Must hold minimum qualifications of GCSE A*-C (or Grade 4-9) at GCSE (or equivalent qualification) in English and Maths or be willing to work towards gaining a Level 2 in English and Maths.

Future prospects

96% of Arch Apprentices move straight into the destination of their choice when they finish their apprenticeship with many seeing their salary go up immediately post-apprenticeship!

Things to consider

Before you apply for this role, have you asked yourself: Do I live close enough to Yate that I could commute there and back every day? Do I meet the qualifications required for this role? Am I available to start an apprenticeship within the next two months? Do I want to work in the IT industry and have I researched into it?

About the employer

Information and services provided by the council for residents, businesses and visitors.


South Gloucestershire Council


Council Offices

Badminton Road


BS37 5AF

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Training provider

Arch is one of the biggest providers of digital & IT talent into industries in the UK.  Recently judged 'outstanding' in all areas measured by Ofsted, we deliver training to the existing workforce or help recruit new talent into businesses through apprenticeships.

We work with the likes of Google, Facebook, The Guardian, Barclays, John Lewis, Waitrose as well as partnering with organisations and providing qualifications from Microsoft, CompTIA and Squared Online (the digital marketing qualification developed with Google) to deliver training of the highest quality.

Level 3 Infrastructure Technician

An Infrastructure Technician provides support to internal and external customers, helping them to be productive when using technology to do their own jobs, by using tools to problem solve and troubleshoot non-routine problems. The Infrastructure Technician sets people up on systems and provides support when they need it, rectifying issues to maintain the organisation's productivity.

Apprenticeship standard

Digital Industries > Infrastructure Technician

Training provider


Applications for this apprenticeship are being processed by BC Arch Limited


Stephanie Khan

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 10 Nov 2017