IT Apprentice (AdEPT Technology Group) ADEPT TECHNOLOGY GROUP PLC

You will act as the first point of contact for issues raised by both phone or email as well quickly identifying the priority of the issue and ensuring they are dealt with within an agreed SLA. You will need to be able to demonstrate strong communication skills with clients. 1 Years’ experience on a Help Desk would be desirable.

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Closing date: 03 Apr 2023

Apprenticeship summary

  • Annual wage


  • Working week

    Monday to Friday. Shifts to be confirmed.

    Total hours per week: 40.0

  • Expected duration

    18 Months

  • Possible start date

    10 Apr 2023

  • Date posted

    07 Feb 2023

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    1 available

What will the apprentice be doing?

  • Providing end user support
  • Answering inbound calls from clients
  • Picking up tickets from the level 1 issue board and managing tickets to closure, it is expected that on average upwards of 8-10 plus tickets will be handled within a shift
  • Identify where tools, processes and systems are impacting closure rates
  • Be capable of understanding the number and type of issues you have personally closed and be capable of discussing any problematic tickets with peers and line management
  • Supporting the customer base with a varied range of technologies including desktop support, email issues, connectivity requirements, printers, telephone systems & 3rd party applications
  • Keeping the customer and ticket updated with developments
  • Where required escalating the ticket either within the team or on to the next support level
  • Achieving SLA targets
  • Working within your team to ensure all tickets are actioned within SLA
  • Where tickets are unable to be closed within a call, identify further resolution steps and actioned with the client
  • Monitored activity through various ticket reporting tools
  • You will be expected to meet or exceed customer expectations with regards to the SLA
  • Customer Satisfaction
  • Ensure that the customer is satisfied with the outcome & with their experience of AdEPT
  • You will need to work to achieve the highest standard of response and identify when assistance is required to achieve this
  • When required provide information to the service delivery teams by providing information about ongoing tickets and reports relating to customers history
  • Documentation & Information
  • By providing regular and effective documentation you will help to maintain and effectively monitor a client’s systems and networks.
  • Accuracy and detail are key to effective documentation it is expected that all relevant documentation will be completed for each ticket worked
  • Your documentation of an incident will be reviewed when escalating and must provide all relevant information
  • All tickets need to accurate reflect the current status and must be closed out once work activities to address the issue are closed out

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

Communication skills, Customer care skills, Problem solving skills, Logical, Multitask across open tickets, Outstanding customer service, Windows Desktop 7, Understanding of PC hardware, Troubleshooting skills, LAN Networks & WIFI, Proactive 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

• 24 days holiday plus bank holiday. • Cycle to work scheme. • Employee Assistance Programme. • Stakeholder Pension Scheme. • Charitable day. • Specsavers eyecare scheme – free eye test and money towards prescription VDU glasses. • Focus on training and development and promoting from within. • Free parking on site. • Free teas and coffees. • Free fruit deliveries.

About the employer

AdEPT Technology Group is an award winning, highly customer-focused and forward-thinking business with significant annual growth year on year – growth that is creating opportunities for the right individuals to carve out excellent careers within the IT industry. AdEPT is structured as a Group with operating entities running as distinct P&L’s. Within each of these P&L’s there is a discrete Senior Management Team (SMT) with significant autonomy. Furthermore, with the launch of Nebula, AdEPT is entering a new era - providing a solution that incorporates Networking, Unified Communications & IT capability within a unified wrapper, and therefore AdEPT is entering an era offering a strategic solution alongside existing service offerings.




The Dorking Business Park




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Training provider



Nathaniel Hamilton


Apprenticeship standard

Information communications technician

Level 3 (A level)

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