Apprentice Service Desk Operator (IT)

Summary

This is an exciting opportunity to represent Lanyon Bowdler Law Firm, who are consistently recognised by Legal 500 and Chambers UK, and strive to create a happy and supportive working environment.

Wage

£16,946.15 a year

Check minimum wage rates (opens in new tab)

Training course

Information communications technician (level 3)

Hours

Monday - Friday, 8.30am - 5.15pm An agreement of schedules will be discussed with the successful candidate

36 hours 15 minutes a week

Start date

Monday 2 June 2025

Duration

1 year 9 months

Positions available

1

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

Answering the Service Desk telephone and monitoring Service Desk mailbox
Provide first line support and resolution when required
Escalate incidents and service requests when required
Keeping users informed about incident and request progress
Close all resolved incidents and service requests
Monitor email flow within Mimecast and Exchange queues
Use event monitoring tools to monitor networks, servers, etc
Notify users of planned outages and progress on incidents and service request
Running scheduled maintenance tasks
Checking and copying physical media
Manage and maintain stocks of peripherals and consumables

Where you'll work

Chapter House North Abbey Lawn
Abbey Foregate
Shrewsbury
Shropshire
SY2 5DE

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

College or training organisation

HEREFORDSHIRE, LUDLOW, AND NORTH SHROPSHIRE COLLEGE

Your training course

Information communications technician (level 3)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

Course contents

Interpret and prioritise internal or external customer's requirements in line with organisation's policy
Apply the appropriate tools and techniques to undertake fault finding and rectification
apply Continuous Professional Development to support necessary business output and technical developments
Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
Manage and prioritise the allocated workload effectively making best use of time and resources
Complete documentation relevant to the task and escalate where appropriate
Install or undertake basic software upgrades,either physically or remotely
Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
Provide remote/F2F support to resolve customer requirements
Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
Identify and scope the best solution informed by the system data associated with the task
Test and evaluate the system's performance and compliance with customer requirements.
Escalate non routine problems in line with procedures
Use basic scripting to execute the relevant tasks for example PowerShell, Linux
Carry out routine maintenance across systems, (such as IT, Communications), ensuring organisational compliance at all times
Apply the necessary security, in line with access and/or encryption requirements
Use a range of Cabling or Connectors equipment in line with technical requirements for example physically or remotely
Test and evaluate network environments
Monitor performance and usage of a network
Deploy applications on a network
Set up storage and data access for staff
Apply necessary security measures, in line with access requirements to a network
Carry out routine maintenance across network systems, ensuring organisational compliance
Monitor network-related workloads including DNS and firewalls
Install or undertake basic upgrades, either physically or remotely
Establish digital communication or telecommunications systems through, for example cabling and connecting equipment.
Identify a range of tools and or diagnostic equipment, for example, Hardware or Software components, to resolve Communications or Telecommunications requirements.
Undertake basic telecommunications activities, in response to an allocated task, designated responsibilities, instructions or customer’s requirements.
Use information necessary to identify operational issues and rectify or escalate accordingly in line with policy
Interpret and prioritise internal or external customer's requirements in line with organisation's policy
Apply the appropriate tools and techniques to undertake fault finding and rectification
apply Continuous Professional Development to support necessary business output and technical developments
Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
Manage and prioritise the allocated workload effectively making best use of time and resources
Complete documentation relevant to the task and escalate where appropriate
Install or undertake basic software upgrades,either physically or remotely
Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
Provide remote/F2F support to resolve customer requirements
Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task

Your training plan

Information and Communication Technician Standard, which includes:

Level 2 Functional Skills in maths and English (if required)
Knowledge, Skills and Behaviours
End Point Assessment (EPA)
Work place assessment with one of County Training’s highly experienced workplace Assessors, including as an example, completion of assignments, project, and observation of workplace activities
There may also be a requirement to attend formal teaching sessions to enhance knowledge or work towards completion of functional skills (if required)
There is also a requirement for you to keep an off the job log which is an important part of your Apprenticeship Programme
Employer Rights and Responsibilities
Personal Learning and Thinking

Requirements

Desirable qualifications

GCSE in:

Maths and English (grade 4 or above)

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Communication skills
IT skills
Attention to detail
Organisation skills
Customer care skills
Analytical skills
Logical
Team working
Creative
Patience

About this company

Lanyon Bowdler – the very best legal advice. Clients experience our commitment to excellence in everything we do; the right advice, building enduring relationships and a proactive and highly responsive service

http://lblaw.co.uk (opens in new tab)

After this apprenticeship

There is a possibility of a permanent position on completion of a successful apprenticeship

Ask a question

The contact for this apprenticeship is:

HEREFORDSHIRE, LUDLOW, AND NORTH SHROPSHIRE COLLEGE

COUNTY TRAINING

enquiries@countytraining.ac.uk

0345 678 9203

The reference code for this apprenticeship is VAC1000317946.

Apply now

Closes in 19 days (Thursday 22 May 2025 at 11:59pm)

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