Service Delivery Technician Apprentice East Midlands Housing Group

Are you looking to build an IT career within an experienced & professional environment? We are looking for another bright & enthusiastic apprentice to join our fast-growing IT Services Team. The successful candidate will provide a range of technical support to clients & colleagues, including issues relating to hardware, software & the cloud.

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Closing date: 22 Jul 2024

Apprenticeship summary

  • Annual wage


  • Working week

    Monday to Friday, shifts TBC.

    Total hours per week: 35.0

  • Expected duration

    18 Months

  • Possible start date

    23 Jul 2024

  • Date posted

    04 Jun 2024

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    1 available

What you will do in your working day

  • First point of contact for all ICT incidents and service requests, providing a customer focused ICT first/second line support service.
  • Assess all incidents and requests; record them in the ICT service desk applications and resolve them at the first point of contact or assign to relevant teams.
  • Maintain users network, applications and telephony accounts; including assigning appropriate access and resources
  • Maintain system security; including security updates, access controls, anti-virus, MDM, database authorisation, file permissions, security groups to safeguard systems, customer information and data integrity.
  • Maintain end-user equipment and peripheral devices:
  • Fix faults and update associated software
  • Provide appropriate equipment to end-users.
  • Provide access to share resources
  • Keep the asset register updated.
  • Purchase and dispose of equipment
    Support end user applications:
  • Fix faults
  • Maintain application configuration
    Liaise with external applications providers to resolve incidents.
  • Maintaining the licensing register and ensure the Group conforms to the licensing requirements/standards.
  • Support the implementation systems and services; including configuration, testing. Including the development and hosting of training sessions to the team and to the business.
  • Purchase ICT consumables and end-user related assets in accordance with financial procedure and regulations.
  • Produce documentation relating to incident/problem management, change control, process and systems procedures to aid in the effective running of the systems and the services
  • Contribute to the delivery and development of the ICT service to support the Group’s objectives. Keep up to date with IT and share your knowledge to implement new ideas, solutions and strategies.
  • Comply with and be an advocate of all Group’s ICT Policies and ICT legislations including the Data Protection Act, Computer Mis-use Act
  • Other duties as requested by the Service Delivery Team Leader / Service Delivery Manager.
  • Keep the ICT management team informed of any irregularities, potential risks or system failures
  • This job description is intended to be a guide to the principal duties and responsibilities of the post and includes specific tasks by way of illustration. It is not intended to be a definitive or exhaustive list. Such duties may vary from time to time without changing the general character of the duties or the level of responsibility entailed. Such variations area common occurrence and cannot themselves justify a reconsideration of the grading of the post.

The training you will be getting

  • Level 3 Information Communications Technician Apprenticeship Standard qualification
  • Remote and face-to-face training

What to expect at the end of your apprenticeship

We want to develop and maintain our apprentices with the business. At the end of the apprenticeship there will be the opportunity for your role to become permanent within the business and to play a key role to its continued success.

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Attention to detail, Organisation skills, Problem solving skills, Analytical skills, Logical, Team working, Initiative, Patience


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

About the employer

We provide 18,000 affordable homes in more than 35 local authority areas. We've been providing good quality affordable homes to individuals and families in the East Midlands since 1946.


East Midlands Housing Group


Memorial House

Whitwick Business Park


LE67 4JP

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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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