1st Line Technical Support Apprentice BLUE SPIRES SOLUTIONS LTD

1st line analyst to work on a busy helpdesk to deliver technical support via the telephone, email and using remote access software, to our increasing client base. You must be a self-motivated individual with superb communication skills and be very well presented.

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Closing date: 17 Jun 2024

Apprenticeship summary

  • Annual wage


  • Working week

    Monday to Friday, 09:00 - 17:30 (1 hour unpaid lunch)

    Total hours per week: 37.5

  • Expected duration

    16 Months

  • Possible start date

    01 Jul 2024

  • Date posted

    26 Apr 2024

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    1 available

What you will do in your working day

  • Answer the telephone and log calls into our helpdesk application; entering detailed information as to what the problem is and what actions have been taken so far to rectify
  • Attempt first time fix; working with the user and your team to try to resolve the issue as quickly as possible
  • Calling the user back at agreed timescales to ensure they are kept abreast of the situation and understand what the next steps are and when they will happen
  • You need to be a calm and assured person who works well under pressure and to tight deadlines, is very well presented and has very good communication skills
  • To perform such other duties that may occur from time to time as instructed and agreed by the helpdesk team

The training you will be getting


  • 13 months practical training period, plus 3 months for End Point Assessment

Delivery model:

  • Work-based training with your employer
  • Day release during term time (approximately 1 day a week for 1 year)
  • Approximately four on-site assessment visits per year
  • Level 2 Functional Skills in maths and English (7 days at college for each, if required)
  • Off the job training will count for at least 6 hours a week of an apprentice’s time at work

Qualifications included:

  • Level 2 Functional Skills in English and maths
  • Level 3 Information Communications Technician Apprenticeship

What to expect at the end of your apprenticeship

  • Promotion to 1st Line Technician on our helpdesk on a permanent contract
  • A new training plan will be designed for the individual so they can further their IT career
  • Future courses and exams will be funded by the employer

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Problem solving skills, Number skills, Analytical skills, Team working, Creative, Initiative


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

Things to consider

Evidence of successfully gathering and documenting client requirements Demonstrable experience of successfully developing and maintaining relationships Experience in communicating with clients / customers Ability to manage time, prioritise tasks and work under pressure Excellent interpersonal & communication (both oral & written) skills Proactive motivated approach to customer service Keen attention to detail Logical, structured approach to solving problems Ability to adapt and learn new skills Time management and the ability to control a number of concurrently running tasks. Articulate Influence Self Motivated Self Disciplined Positive Attitude Results Orientated Have attention to detail Commitment to delivering excellent customer service Team Player Please apply as soon as possible for this role. Should the right candidate be found prior to the closing date, then the vacancy may be closed early. Apprenticeship Assessment and Information Session: Any new person applying for apprenticeship roles where Abingdon and Witney College deliver the training will be required to attend an Apprenticeship Assessment and Information Session at Witney or Abingdon campus. This will consist of a series of initial assessments (required prior to any apprenticeship offer), completion of essential paperwork, the opportunity to find out more about the apprenticeship process, the training included, and a forum for your questions. As a new Apprenticeship applicant you will only have to undergo this process once. If you would like to talk to us about the assessments or if you would need any extra support to attend the Apprenticeship Assessment and Information Session please call us on 01235 216216. Qualification checks: By applying for this vacancy you are giving Abingdon and Witney College permission to undertake a Learner Record Service check on your previous qualifications. We make every effort to ensure that applicants from non-traditional academic backgrounds or those who may not have the formal GCSE entry requirements can access apprenticeships where possible. The National Minimum Wage (NMW) for Apprentices is £6.40 per hour from April 2024. This applies to 16 - 18 year old apprentices and those aged 19 and over during the first year of their apprenticeship. After this, the National Minimum wage appropriate to their age applies. The Wage for apprentices applies to both time spent on the job plus time spent training.

About the employer

Managed Service Provider delivering friendly IT support and services to a growing number of local businesses and charities.







OX29 4BL

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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




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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