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IT Helpdesk Apprentice (Ison Harrison) ISON HARRISON LIMITED

Being 1st line support for colleagues contacting Helpdesk. Inputting details on the call-logging software in accordance with IT procedures.

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Closing date: 13 Feb 2023

Apprenticeship summary

  • Annual wage


  • Working week

    Monday to Friday. Shifts to be confirmed.

    Total hours per week: 40

  • Expected duration

    18 Months

  • Possible start date

    20 Feb 2023

  • Date posted

    17 Jan 2023

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    1 available

What will the apprentice be doing?

You will be working in a dynamic Helpdesk role within an IT department that carries out most tasks in-house. This will involve working in various databases, and as such, an understanding of how they work is strongly desirable. The Helpdesk role is expected to allow you to progress to be an awesome IT all-rounder. We pride ourselves on our ability to resolve issues on first contact. The hope is that in time, users with a problem printing could rely on you to know about how to reposition a device for better efficiency, get toner and paper into a device, right through to how Word prints, driver installation and configuration. We haven’t even mentioned macros and utilities we develop in house. Mobile device enrolment, Telephony, cabling should all become second nature.

Your duties and responsibilities in this role will consist of:

  • Resolving or referring the calls raised by colleagues as appropriate.
  • Maintaining, developing, regulating and over-seeing the operation of the firm’s Call Logging software.
  • Instructing other users in use of the Call Logging software.
  • Liaising with providers outside the firm where necessary.
  • Preparing statistical reports of calls logged for the IT manager
  • Managing, organising and updating relevant data using other database applications.
  • Contribute to maintaining a safe and healthy working environment.
  • Contribute to maintaining and improving office procedures.
  • Any other duties which are required by the firm.

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

Estio apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. Using their expert knowledge, we’ve purposefully built our programmes around the real-world use of modern technology, so that the skills we create can be directly applied in the workplace.

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.

What is the expected career progression after this apprenticeship?

The role offers a permanent role upon completion of the apprenticeship depending on performance.

Requirements and prospects

Desired skills and personal qualities

Excellent IT skills, To perform under pressure, Multitasking, Strong interpersonal skills, Professional telephone manner, Literate and numerate, Knowledge of databases, Windows,Word & Excel, Outlook, Can do attitude


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

Things to consider

Satisfactory absence record or sound justification for high absenteeism. Able to promote the image of the firm. Excellent spoken English to resolve telephone enquiries.

About the employer

Ison Harrison are a law firm with a commitment to client care, quality of service, and commerciality of advice. They are firmly within the top 20 of law firms in Yorkshire with a team of over 200 people and have gained a national reputation for quality.




Duke House

54 Wellington Street Leeds

West Yorkshire


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Training provider



Daniel Buck


Apprenticeship standard

Information communications technician

Level 3 (A level)

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