IT Service Desk Apprenticeship Bernicia Group Ltd

We have a fantastic opportunity for anyone looking to start their career in IT. Do you have an interest and enthusiasm for IT support and helping people with their IT problems. Are you passionate about excellent customer service, and believe you have excellent communication skills? If so, then our IT Service Desk Apprenticeship is for you!

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Closing date: 05 Jun 2024

Apprenticeship summary

  • Annual wage


    28 days paid holiday

  • Working week

    Monday to Friday, 9.00am to 5.00pm.

    Total hours per week: 37

  • Expected duration

    22 Months

  • Possible start date

    02 Sep 2024

  • Date posted

    25 Apr 2024

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    1 available

What you will do in your working day

  • Diagnose, repair, install and maintain computer and other IT related equipment and services
  • Answering and directing phone calls
  • Troubleshoot networking issues, including connectivity problems, DNS configuration, firewall management, and VPN setup.
  • Maintain records held in companies’ electronic systems
  • Undertaking cyber incident response, analysis, and remediation activities.
  • Maintain the on-going provision and continuous improvement of day-to-day operational activity within the Service Desk function
  • Support the team by handling all support issues and requests and ensure they are logged appropriately
  • Help to co-ordinate an activity with colleagues in the business to ensure that issues are resolved quickly and efficiently
  • Develop and maintain good working relationships with both internal and external customers

The training you will be getting

  • As an apprentice, you will be reimbursed travel expenses to attend Bede college, Sunderland, Tyne and Wear.
  • You will attend college one day per week to achieve your Information communications technician, Level 3 (A level) qualification.

What to expect at the end of your apprenticeship

  • On successful completion of this apprenticeship, there may be an offer of permanent employment as a Service Desk Officer.

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Problem solving skills, Presentation skills, Administrative skills, Number skills, Analytical skills, Logical, Team working, Initiative, Non judgemental


GCSE or equivalent English and Math (Grade Level 4 or C and above) Essential

Things to consider

Must hold a full, clean Driving License. There will be elements of the role where you will be expected to travel and assist with repairs in Berwick, Ashington, Team Valley and Durham. All travel expenses will be reimbursed.

About the employer

We have been providing and maintaining quality and affordable homes and delivering a range of exceptional services for people in the north east for over 50 years earning us a repuation as one of the country's leading housing associations


Bernicia Group Ltd


Three Rivers House

Abbeywoods Business Park

Pity Me



Dionne Smith


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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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