Digital Support Technician apprentice - University College London
UNIVERSITY COLLEGE LONDON
London (WC1H 9BT)
Closes in 31 days (Friday 18 July 2025 at 11:59pm)
Posted on 16 June 2025
Contents
Summary
The apprentice will be working in the IT Service and Operations department, which manages the infrastructure and data platforms that underpin UCL’s central IT services, including data centres, cloud compute and storage platforms, networks, telephony, communications and collaboration and enterprise applications.
- Wage
-
£27,205 a year
- Training course
- Digital support technician (level 3)
- Hours
-
Monday - Friday, shifts to be confirmed. There may be a requirement to work evenings or weekend occasionally.
36 hours 30 minutes a week
- Start date
-
Monday 1 September 2025
- Duration
-
1 year 3 months
- Positions available
-
3
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
The apprentice will undertake a series of 3–6-month placements within UCL, being assigned to various teams across UCL's Information Services Division (ISD).
Placements may include joining teams such as:
- Service Desk
- Technical Operations
- Chief Information Security Office
- Cloud Platforms
Over the period of their apprenticeship, ISD will aim to give each apprentice an opportunity to gain experience in as many teams as possible. Some examples of responsibilities are described below:
Support Operations and Administration
- Review the statement of work and ensure the deliverables are clear and precise, liaising with the requestor if more information is needed
- Examine and analyse the available business process and business requirements documentation that relates to the proposed development and ensure it is adequate to deliver the statement of work
- Contribute to and amend requirements either in the context of the waterfall methodology or the agile methodology, using technical expertise and best practice
IT Support, Networking Systems Management
- Work as part of a team delivering UCL’s primary customer support service to resolve incidents and queries from students and staff
- To provide support for computer desktops, mobile devices, audio visual & multimedia equipment, printers, and other equipment used by academic staff, administrative staff and students
- To develop the skills to support and develop the university’s core IT systems – networking, telephony, and other technologies
- Use industry standard tools and techniques to support these activities – Jira, Miro, xurrent, ITIL
Messaging and Collaboration
- Provide second and third line support and fulfil service requests relevant to UCL’s Office 365 applications and infrastructure
- Create and review customer and operational documentation relating to the service
- Deliver service improvement features for UCL’s Messaging & Collaboration service if desired. This will include gathering requirements, design, testing and implementation
- Opportunity for scripting using PowerShell if desired
System Design Methodology and Customer Interaction
- Work as part of a team understand network topology, VOIP and other systems and technologies within UCL
- Develop an understanding of infrastructure technology and client tools to provide effect support and cover as determined by the team lead/manager
- Liaise with customers to investigate and correct issues, receive and act upon feedback, discuss requirements, and report progress
Information Security
- Answering tickets on information security related enquiries and routing more complex requests to more experienced team members
- Involvement in security improvement work including writing guidance and installing network equipment
Business Knowledge and Training
- To attend the offsite training and successfully complete the exams/projects required to complete the apprenticeship
- To meet regularly with their Technical Skills Coach and ISD Apprenticeship line manager to review progress
- As duties and responsibilities change, the job description will be reviewed and amended in consultation with the post holder
- Develop training materials, presentations, screen shots, manuals etc.
- Deliver training as necessary
Where you'll work
Bidborough House 38-50
Bidborough Street
London
WC1H 9BT
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
College or training organisation
TECHNICAL PROFESSIONALS LIMITED
Your training course
Digital support technician (level 3)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
- use digital technologies, including collaborative tools, to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice.
- use data accurately and securely to meet business requirements and in line with organisational procedures and legislation.
- apply information security principles, for example: information transfer, deletion, storage, usage and communications that may include using mobile devices.
- provide an appropriate and effective response to enquiries, providing support and information utilising digital channels and in line with organisation protocols
- operate digital information systems, for example• Management- Finance Human Resources• Bespoke departmental or organisational systems or databases
- communicate effectively through a variety of different channels using terminology appropriate to the audience
- use digital resources to extend own knowledge and skills relevant to their role
- risk assess the organisational impact of decisions that they take
- use digital systems to identify productivity and performance improvements
- use digital technologies to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice
- maintain system security in line with organisational policies.
- support digital operations or digital change and transformation activities.
- investigate application problems and enable resolution to maintain productivity and improve quality of service.
- coach and guide stakeholders to develop their applications skills to use digital systems effectively.
- monitor data to analyse systems use and provide insights to recommend use or applications developments.
- support customers in the use of information, products and services through digital channels.
- diagnoses technical problems by identifying and applying tools and techniques to undertake fault finding, recording and rectification.
- maintain end-user systems physically or remotely. For example: software, hardware or operating systems
- provide and direct end-users to tools and resources to help them to resolve their digital problems.
- use digital technologies, including collaborative tools, to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice.
- use data accurately and securely to meet business requirements and in line with organisational procedures and legislation.
- apply information security principles, for example: information transfer, deletion, storage, usage and communications that may include using mobile devices.
- provide an appropriate and effective response to enquiries, providing support and information utilising digital channels and in line with organisation protocols
- operate digital information systems, for example• Management- Finance Human Resources• Bespoke departmental or organisational systems or databases
- communicate effectively through a variety of different channels using terminology appropriate to the audience
- use digital resources to extend own knowledge and skills relevant to their role
- risk assess the organisational impact of decisions that they take
- use digital systems to identify productivity and performance improvements
- use digital technologies to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice
- maintain system security in line with organisational policies.
Your training plan
Programme: Digital Support Technician – Digital Applications Technician pathway
During this apprenticeship, you will follow a fully supported training programme with LearnTech, delivered through combined weekly remote classroom-based training, workplace assessment/training and online learning working towards completing the Digital Support Technician standard.
The training covers the following core occupational duties:
https://www.instituteforapprenticeships.org/apprenticeships/st0120-v1-1
Requirements
Essential qualifications
GCSE in:
- 5 other subjects (grade 4 (C))
- English Language (grade 4 (C))
- Maths (grade 4 (C))
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
- Organisation skills
- Team working
- Initiative
- Demonstrable interest in IT
- Independent working
- Prioritisation skils
- Professional manner
- Interpersonal skills
- Confident
- Able to follow instructions
- GDPR knowledge is beneficial
Other requirements
An assessment centre for this role will be held on Tuesday August 5th, followed by final stage interviews on Wednesday August 6th. It is a requirement to have seven GCSE 9-4 grades or equivalent (including English and Maths) to apply for this apprenticeship. If you do not have these grades but have completed numeracy and literacy Key Skills/Functional Skills at level two you may also apply for these apprenticeships. You must meet the following eligibility criteria to apply for the role: Have been a UK/EEA resident for the last 3 years, hold valid residency status and have the right to work in the UK.
About this company
UCL is a world-leading teaching and research university, often ranked in the top ten in the world with an annual turnover of well over £1 billion. Part of UCL’s vision is to take on the hardest global challenges. The Information Services Division (ISD) is the primary provider of IT services to UCL. We support and enhance learning, teaching, research and administrative processes by providing information- and technology related services to over 50,000 staff and students of UCL and associated institutions. Our ambition is to be the leading IT services group in the HE sector and we are growing our team’s capability in experience/UX, agile development, security, cloud, service management and partnering. We are modernising our technology foundations, digitising the processes of the university to transform experience for students and staff, and partnering across the university to drive differentiation in UCL education and research.
After this apprenticeship
Successful candidates will be employed on a 3-year fixed term contract.
Ask a question
The contact for this apprenticeship is:
TECHNICAL PROFESSIONALS LIMITED
Sam Richardson
s.richardson@learn-tech.com
The reference code for this apprenticeship is VAC1000326099.
Apply now
Closes in 31 days (Friday 18 July 2025 at 11:59pm)
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