To provide first line hardware and software support, incident management, call logging, asset management, general IT administrative and other IT facility services as part of a Service Desk within the IT Services Department.

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 09 Jun 2023

Apprenticeship summary

  • Annual wage


    £10,582 - £11,544 per annum.

  • Working week

    Days and shifts to be confirmed.

    Total hours per week: 35

  • Expected duration

    16 Months

  • Possible start date

    23 Jun 2023

  • Date posted

    06 Apr 2023

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    1 available

What will the apprentice be doing?

  • To respond and resolve requests for IT support in line with the IT department's SLA agreement.
  • To ensure that all work is carried out in line with Oasis IT policies and procedures.
  • Perform daily checking tasks that are specified for the different shift patterns.
  • First point of contact for customers, via telephone, walks ins etc.
  • First point of response to phone alert for service incident breaches.
  • To provide first line service desk support to external customers, assisting them with hardware and software problems via the phone, email or by fax.
  • To initially provide as much first line support over the phone or at the point of desk that your experience will allow, gathering all relevant information before escalating.
  • Escalate calls where needed to a more experienced first line support person or the second line support team.
  • Logging calls with third party vendors and liaising with suppliers.
  • Management of own incident call queue 
  • Administration of User accounts, reset passwords, assign permissions and manage group policies using Active Directory.
  • Administration of the Cisco Telephony system - currently Cisco Call Manager and Zeacom.
  • Managing Email Accounts through Exchange Management.
  • Supporting users in the Oasis Centre and the Academies, and troubleshooting PCs and laptops 
  • Supporting users face to face and over the phone using remote access tools.
  • Visiting Academies in order to provide technical support and ad hoc project tasks.
  • Installing software, configuring PCs and laptops, and basic troubleshooting.
  • Patching in users to the network and telephone system.
  • Producing new technical documentation and making changes to existing documentation.
  • Creating and updating assets into the asset management database.
  • To monitor the call queue and ensure that calls are updated by yourself or by other technicians in a timely manner and also to notify technicians and or managers if they are not.
  • Basic printer maintenance.
  • Troubleshooting hardware such as printers, scanners, laptops and PCs.
  • To complete additional ad hoc tasks as and when required.
  • To keep the working area clean & tidy at all times.

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

Why choose our Azure Cloud Support Specialist apprenticeship?

The new Microsoft Azure Cloud Support Specialist Level 3 programme has been designed in partnership with Microsoft to build Azure cloud capabilities in your organisation.

This new Microsoft apprenticeship is part of QA's drive to support Microsoft’s Get On 2021 campaign, a five-year initiative to help 1.5 million people build careers in technology and help 300,000 connect to tech job opportunities.

QA’s Azure Cloud Support Specialist Level 3 apprenticeship programme enables the apprentice to:

  • Learn on-premises and cloud-enabled technologies and services
  • Learn technical content that aligns to and is relevant to employers and the market
  • Gain an Azure Fundamentals Qualification and a Microsoft 365 fundamentals qualification
  • Get an introduction to Windows, Linux and PowerShell

Tools and technologies learned: Learners will learn to use Microsoft Azure, Microsoft 365, Windows 10, AWS, Linux, PowerShell.

What is the expected career progression after this apprenticeship?

90% of QA apprentices secure permanent employment after completion; this is 20% higher than the national average.

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Customer care skills, Problem solving skills, Team working


GCSE or equivalent 3 of any subject (Grade 4+ (A* - C)) Essential
GCSE or equivalent Maths & English (Grade 3+ (D or above)) Essential

Things to consider

Important Information:  QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education. To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.

About the employer

Oasis Community Learning was established in 2004. We believe in transforming learning, lives and communities through the development of our Academies within Oasis Hubs.  We are inclusive of all and are dedicated to creating an outstanding learning environment for all of our young people.




Shirley Rd, Croydon


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Training provider


Apprenticeship standard

Information communications technician

Level 3 (A level)

Employer's Application Instructions

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 09 Jun 2023