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L3 ICT Support Analyst Apprentice – Tharstern – Colne, BB8 9PD THARSTERN LTD

Provide technical and product support services via telephone and remote access on the Company’s software and services to staff, customers and business partners.

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Closing date: today

Apprenticeship summary

  • Annual wage


    After one year of the apprenticeship, the salary will increase to at least minimum wage for your age range.

  • Working week

    09:00-17:30 Monday to Thursday (0.5 hrs lunch break) and 09:00-13:00 pm on Fridays.

    Total hours per week: 36.0

  • Expected duration

    18 Months

  • Possible start date

    10 Oct 2022

  • Date posted

    31 Aug 2022

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    1 available

What will the apprentice be doing?

Key Responsibilities:

  • Work with incident stakeholders to respond, triage, investigate and provide resolution to queries raised including, where necessary, the identification and reporting of defects to development.
  • Manage and resolve incidents within the targets, guidelines, workflow and operational framework set by the Company including prioritisation, escalation and communication.
  • Maintain and record all contact with the stakeholders through the incident lifecycle, keeping all necessary parties informed of progress and resolution.
  • Remote deployment of software and solutions as required including product upgrades, updates and bespoke development.


Additional Responsibilities:

  • Assist the Company with its own internal IT requirements.
  • Assist the development department in the unit and system testing of new releases and modules.
  • Assist the documentation department by the provision of documentation, instructional videos, or knowledgebase articles.
  • Promote the solutions of the Company and its partners and advocate, educate and encourage best practice with  regards  to  the  use  of  these  solutions  or  related technologies.
  • Provide feedback, suggestions and ideas to the management team and/or directors for improvement of existing solutions, products and services as well as internal workflows, tools and business processes.
  • Treat colleagues, customers, partners and suppliers with courtesy and respect at all times and through all forms of communication.
  • Aim to achieve a high level of knowledge, competence and professional ability in the industries, products and disciplines associated with your role.
  • Assist other departments  and  carry  out  any  other  reasonable  duties  within  the Company as requested from time to time.

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

Information Communications technician Level 3.

During this apprenticeship, you will follow a fully supported training programme with The Apprentice and Training Partnership, delivered through combined weekly remote classroom-based training, workplace assessment/training and online learning.

The training covers the following core occupational duties:

What is the expected career progression after this apprenticeship?

The apprentice will gain a Level 3 qualification allowing them to work as an IT Support Technician, and potentially gain a full time role within the company.

Requirements and prospects

Desired skills and personal qualities

Communication skills, Team working, Initiative, Enthusiastic to learn, Understand IT principles/tech, Able to work individually


GCSE or equivalent English (Grade 4 (C)) Desired
GCSE or equivalent Maths (Grade 4 (C)) Desired

Things to consider

The current location of the Tharsten office is Colne, BB8 9PD. Please note that the office will be changing location in the near future, remaining within 15 minutes’ drive of the current office. This is something which can be discussed in the interview while the new location is being confirmed. Both locations are accessible by public transport. This role will consist of hybrid working – in the office and at home, applicants should have a quiet area at home to be able to work. Eligibility You must meet the following eligibility criteria to apply for the role: have been a UK/EEA resident for the last 3 years, hold valid residency status, have the right to work in the UK.

About the employer

OUR MISSION: "To guide our customers through the technological evolution of the printing industries." The printing industry is going through a period of intense technological change right now, and we know that it's difficult for companies to keep up to date with these changes. That's why it's our mission to use both our technical knowledge (about ALL kinds of software solutions, not just MIS!) combined with our industry knowledge, to help our customers find the right software solutions for their business and keep them up to date with the latest developments.








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Training provider



Georgia Dunn


Apprenticeship standard

Information communications technician

Level 3 (A level)

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