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IT Apprentice (Birkdale Sales) Birkdale Sales

Estio Training have an exciting new opportunity for an IT apprentice with Birkdale Sales, a wholesaler, based in Stokenchurch.

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Closing date: 05 Sep 2022

Apprenticeship summary

  • Annual wage


    Salary - £16,000 - £18,000

  • Working week

    Monday to Friday 9:00am - 17:00pm

    Total hours per week: 37.5

  • Expected duration

    18 Months

  • Possible start date

    12 Sep 2022

  • Date posted

    19 May 2022

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    1 available

What will the apprentice be doing?

  • Act as the front-line face and voice of Birkdale Sales’ IT function to the internal customer community, suppliers and customers representing IT in a positive manner at all times
  • To provide IT support to end users, answering support queries via phone or email with a high first fix ratio
  • Use enhanced customer service skills to maintain a high level of customer service at all times for all support queries
  • Use effective questioning techniques with end users to triage issues and ascertain the likely root cause of issues to aid successful first contact resolution or correct escalation point
  • To take ownership of problems and be proactive when dealing with user issues
  • Escalation of support tickets to most relevant Support Engineer or Third Party supplier for fastest resolution
  • Maintain communication with the end user during the lifecycle of the service support ticket
  • Review the support ticket with the customer, post-resolution to ensure all problems have been resolved to the satisfaction of the user
  • Actively monitor ageing tickets, keeping average age to an absolute minimum
  • Log and maintain quality documentation for all service calls on the ITSM software package
  • Maintain a log of consistent issues on behalf of customers and represent these in regular continuous improvement meetings to aid long-term resolution
  • Resolve non-technical support queries such as system password resets where agreed
  • Train new starter on the use of Birkdale Sales hardware and security essentials
  • Perform weekly/monthly security and server health assessments
  • Use Dameware for remote access to users
  • Use a wide range of tools to test/troubleshoot and analyse

What training will the apprentice take and what qualification will the apprentice get at the end?

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

Successful completion of this apprenticeship gives you an accredited Level 3 Information Communications Technician, with training in how to:

  • Efficiently operate and control your ICT infrastructure – physical or virtual hardware, software, network services and data storage.
  • Use infrastructure management tools to automate the provisioning, testing, deployment and monitoring of infrastructure components.
  • Prioritise systems support tasks and monitor and maintaining system performance
  • Maintain regulatory, legal and professional standards.
  • Support the information systems needs for your business.
  • For a full list of programme modules visit:

What is the expected career progression after this apprenticeship?

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

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Team working, Initiative, Fast learner, Prioritisation skills, Relationship building skills


GCSE or equivalent English (Grade A*-C/9-4 or equivalent) Essential
GCSE or equivalent maths (Grade A*-C/9-4 or equivalent) Essential

About the employer

Turning a fencing contractor business into the UK’s leading wholesale supplier of gate and fencing accessories teaches you a thing or two about what’s needed, and what works, when it comes to quality solutions. It’s why we’re trusted by suppliers, merchants, and homeowners alike


Birkdale Sales


Granville House

The Heights Business Park , Ibstone Road


HP14 3BG


Stephanie Mallinson

0113 3500 333

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Training provider


Apprenticeship standard

Information communications technician

Level 3 (A level)

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