1st Line Service Desk Technician Apprentice (Trusted Technology Partnership) HEALTHCARE COMPUTING LTD

The role of the 1st Line Service Desk Technician is to receive telephone calls, emails and live chats from users/customers, record as much information as possible, attempt to resolve the incident/request and log as a ticket if immediate remediation is not possible.

Sign in to apply

Closing date: 24 Jun 2024

Apprenticeship summary

  • Annual wage


  • Working week

    Monday - Friday. Shifts to be confirmed.

    Total hours per week: 37.5

  • Expected duration

    18 Months

  • Possible start date

    01 Jul 2024

  • Date posted

    17 Apr 2024

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    1 available

What you will do in your working day

Customers (Internal/External)

  • Ensuring phone calls are answered within required SLAs
  • Shared Inbox emails to be logged within SLA
  • Ensuring Incidents & Requests are actioned within required SLAs
  • Escalating high priority incidents & major incidents to management team
  • Attempting to resolve incidents and requests on initial contact
  • Ensuring regular, positive feedback from customers
  • Act as single point of contact for end users
  • Triage, and chase, calls to third party suppliers
  • Clear, concise information to be recorded on each ticket.MDS to be completed, in full, on each ticket
  • Aim to meet Team, and Individual, Objectives
  • Maintain service delivery against Key Performance Indicators
  • Manage and lead each phone call in an engaged and structured manner
  • Retain ownership of incidents and requests until resolution or escalation
  • Regular contact with end users

Key Elements:

In order to fulfil the role, the role holder will:

  • Work quickly and accurately in all aspects of the role
  • Assist users and customers with a wide variety of faults, queries, and concerns
  • Ensure all information is logged in the relevant Service Management system, meeting the Minimum Data Set requirements
  • Communicate confidently and accurately with users, customers, colleagues, and managers

The training you will be getting

  • Firebrand’s sector-leading Level 3 Information Communication Technician Apprenticeship Programme trains apprentices to deliver efficient operation and control of the IT and Telecommunications infrastructure and to deliver and support the information systems needs of an organisation
  • Options include pathways for Support Technician, Network Technician and Digital Communications Technician
  • Firebrands course is delivered either Online (online live instructor led), or face to face in the classroom environment (your choice). Our Subject Matter Experts (SMEs), Learning Mentors (LMs) and world-leading trainers prepare apprentices to work across multiple sectors

Completion of this apprenticeship will provide learners with the following world class vendor certifications in addition to the Information Communication Technician apprenticeship:

  • Microsoft Certified Azure Fundamentals (AZ-900)
  • Microsoft Certified Azure Administrator Associate (AZ-104)
  • CompTia IT Fundamentals+
  • Certiport IT Specialist Networking

Key areas covered are: 

Support Technician

  • Maintenance or repair of systems faults
  • Support for the roll-out of installation and commission of new systems or upgrades

Network Technician:

  • Installation and commission of networks
  • Maintenance or repair of network equipment
  • Installation, configuration or maintenance task on either ICT related hardware or software

Digital Communications Technician:

  • Installation and commission of telecoms networks
  • Maintenance or repair of telecoms network equipment
  • Installation, configuration or maintenance task on either

What to expect at the end of your 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, IT skills, Problem solving skills, Written communication skills, High level of professionalism, Helpful and approachable, Treat people with respect, Open, direct and truthful, Confident and outgoing


GCSE or equivalent 5 GCSE's including English and Maths (Grade (A*-C/9-4 or equivalent)) Essential

Things to consider

Has the courage and confidence to make ambitious, or difficult decisions. Aware of impact of own behaviour on others.

About the employer

Trusted Technology Partnership (formally known as Healthcare Computing Limited) is a specialist provider of NHS IT Infrastructure and Support services, supporting NHS organisations to improve digital maturity and patient care.




Platinum Jubilee Business Park

Hopclover Way


BH24 3FW

You must have JavaScript enabled to view a map of the location


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


Abbey Lacey


0113 3500 333

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

Before you apply for an apprenticeship you must first create an account. If you already have an account you'll need to sign in.