If you are passionate about people and technology, need to be challenged and have a “work hard, play hard” work ethic, then please read on.

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Closing date: 02 Aug 2024

Apprenticeship summary

  • Annual wage


  • Working week

    Monday to Friday, 9am to 5pm

    Total hours per week: 37.5

  • Expected duration

    18 Months

  • Possible start date

    03 Aug 2024

  • Date posted

    02 Jul 2024

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    5 available

What you will do in your working day

Reporting directly to the Service Desk Team Leader this position encompasses the delivery of 1st line remote support and triage services for all contracted and non-contracted clients.

This position requires clear communication, co-ordination and time management to ensure clients expectations and contractual obligations are maintained.

The ability to work logically and maintain control whilst under pressure and make firm decisions based on common sense and judgement in difficult situations is paramount.

  • Delivery of 1st line remote support services to contracted and non-contracted customers
  • Triaging incidents and service requests that are logged by all customers, either by phone, email, live chat or portal
  • Ensuring all incidents and service requests are logged into ITSM package
  • Ensuring all SLA obligations are met in delivery of above services
  • Ensuring any incidents or service requests that cannot be fulfilled in a timely manner are escalated to appropriate team/s (see latest guidelines)
  • Implementation and / or fulfilment of remote service requests and installations when required
  • Recommendations of relevant improvements, new technical procedures, products or services to line management
  • Running of the “workshop.” This includes reloading of machines operating systems, and hardware diagnostics

The training you will be getting

  • ICT (Information Communications Technician) Level 3 Apprenticeship Standard
  • You will also receive full training and support from the Just IT apprenticeship team to increase your skills
  • Your training will include gaining a Level 3 IT qualification
  • Training schedule has yet to be agreed. Details will be made available at a later date

What to expect at the end of your apprenticeship

  • Career progression opportunities
  • Secure a full-time position after successful completion of Apprenticeship

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


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

About the employer

Utilize plc and its group of companies represent a young, dynamic and growing business in which to forge a career. Established in 1997 the company has a strong heritage in delivering industry leading technology services across the South East. Averaging 23% growth year on year, since its inception, Utilize enjoys low staff and customer churn rates coupled with an aggressive acquisition and growth strategy, offering management a challenging and rewarding environment to work in




Utilize House



SS14 3BX

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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

IT solutions 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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