IT Service Desk Support Apprentice

Summary

Provide excellent global technical support, advice and resolutions of IT issues to end-users across all levels of the company via the Service Now portal, remotely and face-to-face.

Wage

£23,000 a year

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Training course

Information communications technician (level 3)

Hours

Monday - Friday (9:00am - 5:30pm). Shifts TBC.

37 hours 30 minutes a week

Start date

Friday 1 August 2025

Duration

1 year 6 months

Positions available

2

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

Provide excellent global technical support, advice and resolutions of IT issues to end-users across all levels of the company via the Service Now portal, remotely and face-to-face.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Respond to telephone calls, emails and Service Now requests for technical support
Create, track and monitor problems to ensure timely resolution
Escalate issues to the appropriate group when needed
Identify, research and resolve problems reported by end-users
Support Aptos Retail POS System
Write tickets and assign jobs to the appropriate IT personnel
Administer user accounts
Install, configure and troubleshoot hardware and software, including portable and handheld devices
Document procedures in order to use them in our knowledge base
Own issues until job completion

Where you'll work

Ct3 Centrium
Griffiths Way
St Albans
Hertfordshire
AL1 2RE

Training

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

College or training organisation

JUST IT TRAINING LIMITED

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

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 Information communications technician qualification

Requirements

Essential qualifications

GCSE in:

English (grade C/4 +)
Maths (grade C/4 +)

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
Problem solving skills
Administrative skills
Analytical skills
Logical
Team working
Creative
Initiative
Passion for ICT
Positive attitude
Motivated
Troubleshooting
Proficiency in all Windows

About this company

Our product reaches consumers through our strong domestic wholesale footprint, from department to athletic and specialty stores. Approximately 5,300 company- and third-party-owned retail stores worldwide. And the international market, our highest growth category and over half of our total business.

After this apprenticeship

Career progression opportunities
Possibility to secure a full-time position after successful completion of apprenticeship

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