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IT Helpdesk Apprentice Refresh IT

We are a successful and growing IT managed service provider offering outsourced IT services to UK based businesses. We are currently seeking an energetic individual to join our busy IT helpdesk team based in North Bristol.

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Closing date: 21 Oct 2021

Apprenticeship summary

  • Annual wage

    £12,000.00 - £15,000.00

  • Working week

    Monday - Friday, 9am - 5pm, with one day release to college (or online college lessons if appropriate).

    Total hours per week: 37.00

  • Expected duration

    2 years

  • Possible start date

    01 Nov 2021

  • Date posted

    12 Jul 2021

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    1 available

We are a successful and growing IT managed service provider offering outsourced IT services to UK based businesses. We are currently seeking an energetic individual to join our busy IT helpdesk team based in North Bristol.

The ideal candidate will have excellent customer service skills, a passion to help people and a willingness to learn and succeed. A pro-active approach is essential and the ability to prioritise tasks is a must.

The helpdesk is often a busy environment, so you will need to be able to work on your own but be aware of what is going on within the helpdesk system and be able to escalate support tickets if needed.

You'll be:

  • Answering incoming support calls
  • Emails and logging them into our ticketing system
  • Assessing their priority and troubleshooting them through to completion
  • You will also have the opportunity to visit clients from time to time to carry out support tasks on-site

Requirements and prospects

Desired skills

Key skills and experience:

  • Experience of working on an IT Helpdesk or IT Support Technician role desirable but essential
  • Experience providing remote technical support via telephone and email desirable
  • Working knowledge of Microsoft Windows 7, Windows 10
  • Knowledge of Office 365 platforms
  • Basic understanding of PC hardware set-up and configuration
  • Excellent telephone manner
  • Communicate with others clearly, effectively and with respect
  • Communicate with people of all levels, factory floor through to directors

Personal qualities

  • Passionate about helping people
  • Practical approach and a willingness to learn
  • Reliable and acts in a timely manner
  • Self-disciplined and able to manage multiple tasks
  • Excellent team player
  • Time management and organisational skills whilst able to prioritise work load accordingly
  • Strives to achieve and drive the best results possible for yourself and the company
  • Ability to follow through and document issues as well as resolutions
  • Ability to inform senior staff of status of workload and projects at short notice
  • Ability to work effectively under pressure

Desired qualifications

  • 5 GCSEs grades A*-C/9-4 or equivalent in English, maths and IT
  • A Levels (desired)

Future prospects

You may be offered a permanent role on completion of your apprenticeship.

Things to consider

The salary will depend on experience but will range between between £12,000-£15,000.

If your application is successful, you will be contacted by South Gloucestershire & Stroud College (normally via email) to invite you to attend a pre interview and initial assessment. Please ensure that you also check your junk/spam inbox for emails.

If you are successful at this stage, you will then be invited to attend an interview with the employer.

About the employer

Here at Refresh we specialise in helping small to medium size businesses, offering you all the IT support and advice you will ever need. Our clear pricing structure and straightforward advice can help transform your IT.
We do more than providing an IT helpdesk.  We can help source new equipment, not only get you a good deal but setting up any new computers ready for use.  We can perform an IT health check to suggest changes that could benefit your business.  If your business changes, meaning you need a new IT strategy, or you are moving offices, we can help. 


Refresh IT



Station Road


BS37 4PH

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Training provider


Applications for this apprenticeship are being processed by SOUTH GLOUCESTERSHIRE AND STROUD COLLEGE


Elaine Baillie

As the successful apprentice you will undertake an Advanced Apprenticeship at Level 3. 

This will include:

  • Level 3 Apprenticeship in Information Communcations 
  • Professional qualification - Diploma   
  • Portfolio of evidence
  • End point assessment 
  • Functional Skills if needed in maths and English 

The Apprenticeship will be delivered by a South Gloucestershire & Stroud College in Filton. You will be required to attend Filton Campus one day per week to complete any underpinning knowledge support.

You will be assigned a supervisor/mentor within the workplace, who will support you to develop your workplace skills, knowledge and experience throughout the duration of your apprenticeship programme.

Apprenticeship standard

Information communications technician

Level 3 (A level)

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