IT Helpdesk Support Engineer Apprentice MIRRORSPHERE LTD

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Closing date: 30 May 2024

Apprenticeship summary

  • Annual wage


  • Working week

    Number of Hours: 40 Start Time: 09.00am Finish Time: 06.00pm 1 hour for lunch Days TBC

    Total hours per week: 40

  • Expected duration

    18 Months

  • Possible start date

    14 Jun 2024

  • Date posted

    23 Apr 2024

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    2 available

What you will do in your working day

  • Act as first point of contact on the helpdesk, responding to customer enquiries efficiently and effectively
  • Update tickets in real-time to ensure SLA deadlines are met
  • Set up computers for new users
  • Set up user accounts and profiles on computers
  • Provide a high level of customer service through telephone conversations and remote dial-in sessions
  • Undertake auditing of processes on our database via checklists and the creation of documentation for helpdesk solutions
  • Coordinate with team internally to escalate cases where necessary.

The training you will be getting

L3 Information Communication Technician (ICT) apprenticeship – 18 months + EPA – Standard: ST0973

PROFESSIONAL RECOGNITION This apprenticeship is recognised for entry onto the register of IT technicians confirming SFIA level 3 professional competence and those completing the apprenticeship are eligible to apply for registration

Blended on/off the job training and location to be confirmed.

What to expect at the end of your apprenticeship

Potential career routes/progression once apprenticeship completed: Support Technician, Help Desk Support, First Line Support, Office IT Technician, IT Support Analyst, IT Support Officer, Maintenance Support Technician, Data Centre Support Technician, Cyber/Security Support.

Career prospects at MirrorSphere once apprenticeship completed:

Requirements and prospects

Desired skills and personal qualities

Communication skills, Attention to detail, Organisation skills, Customer care skills, Problem solving skills, Desire to learn, Patience & Empathy


GCSE or equivalent Maths and English (Grade 4/C) Essential
Other Windows Operating Systems (Grade -) Essential

Things to consider

1. Strong Communication Skills: Ability to explain technical concepts in simple terms and actively listen to user needs and concerns. 2. Problem-Solving Ability: Aptitude for diagnosing and resolving technical problems, often requiring innovative and creative solutions. 3. Patience and Empathy: Understanding and patience to deal with frustrated users or complex issues, ensuring a positive interaction even under stress. 4. Attention to Detail: Keen observation skills to accurately identify issues and ensure that all aspects of a problem are addressed. 5. Adaptability: Flexibility to handle rapidly changing technologies and environments, along with varying user needs and problems. 6. Teamwork and Collaboration: Willingness to work as part of a team, sharing knowledge and supporting colleagues to achieve common goals. 7. Learning Agility: A strong desire and capability to learn new technologies and systems quickly and to apply that knowledge effectively. 8. Time Management: Ability to prioritize tasks and manage time effectively, ensuring timely resolution of issues and meeting of deadlines. 9. Professionalism: Maintaining a professional demeanour, respecting confidentiality, and demonstrating integrity in all interactions. 10. Technical Aptitude: While not a personal quality per se, having a natural interest and inclination towards technology and how things work is crucial. Candidates who embody these qualities are likely to not only perform well in a helpdesk support role but also to enjoy and find satisfaction in their work, leading to long-term success and growth in the IT field.

About the employer

MirrorSphere are a Managed IT Services Provider with particular specialties around Cloud Technologies, Data Management and Migration. Established in 2007 and based in North Oxfordshire we offer complete end-to-end Managed IT Services, encompassing IT Support, consultancy advice, technical expertise and training, software licensing, hardware purchasing and maintenance and have built up an impressive client portfolio that we are very proud of. We are hands on, flexible and personable which has helped us to form long-lasting relationships with our clients, retaining their loyalty, reducing customer costs and driving operational efficiency. We have developed, grown and evolved due to our customers’ requirements and remain at the forefront of technology.







OX15 4FF

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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


Jenny Hyam

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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