IT Support Apprentice (HelpDesk Heroes) HELPDESK HEROES LTD

For this role you must be comfortable dealing with people, both face-to-face and remotely using telephone and video/screen sharing. Given the nature of our business at HDH, we are looking for an enthusiastic, fast learner who has the ambition to develop their IT skills within many different areas.

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Closing date: 13 May 2024

Apprenticeship summary

  • Annual wage


    Salary £16,000 – £23,000 Per Annum

  • Working week

    Monday to Friday. Shifts to be confirmed.

    Total hours per week: 37.5

  • Expected duration

    18 Months

  • Possible start date

    20 May 2024

  • Date posted

    13 Mar 2024

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    1 available

What you will do in your working day

  • 1st Line IT support and escalation
  • Tracking and routing problems and requests
  • Client management both face to face and via email and phone
  • Troubleshooting, configuring and assisting with various software packages for Windows, macOS and Linux
  • Assisting our remote specialists with hands-on tasks for local networks
  • Assisting with project planning and delivery
  • Assisting with new client acquisition and on-boarding

The training you will be getting

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 qualification, 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 to expect at the end of your 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, Customer care skills, Good knowledge of technical IT, Troubleshooting skills, Resolving technical issues, A confident approach, Can do attitude, Quick/Keen learner, Passion for IT


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

HelpDesk Heroes are a team of experienced technical specialists delivering professional, proactive and bespoke IT support to various industries and sectors. As part of our ongoing growth strategy, we have opened up the opportunity to expand our support team with an IT Support Engineer. This is a great opportunity for a driven, motivated and IT passionate individual to join an international support team working in multiple sectors.




1 Long Lane



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Training provider


Adjustments for experience

You could reduce your training time, or finish your apprenticeship faster, if you have relevant prior learning or experience. This could be relevant:

  • training
  • qualifications, like an NVQ in a relevant field
  • industry or sector experience


Daniel Buck


Apprenticeship standard

Information communications technician

Level 3 (A level)

Demonstrating experience

If your application is successful, you will have a chance to discuss your relevant prior learning or experience with your training provider and employer. You will all need to agree any adjustments to your training plan.

You should be prepared to show your competence, and evidence of relevant qualifications

Before you apply

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