IT User Support Apprentice

Summary

As an IT User Support Apprentice, you will be part of a service desk dealing with varied requests and issues requiring technical support to resolve them. You will focus on resolution and customer service.

Wage

£24,362 a year

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Training course

Information communications technician (level 3)

Hours

Monday to Friday on a rota basis covering the hours of 8am-6pm typically. Some out of hours work may be required.

37 hours a week

Start date

Monday 1 September 2025

Duration

1 year 6 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

To record, track and prioritise incidents and service requests at the first point of contact.
To resolve user requests in a timely manner to ensure achievement of the ICT service level agreement while customer-focused metrics remain at a high level of satisfaction.
To keep the Knowledge Base updated with the latest updates to solutions, create articles based on new problems logged with the Service Desk and use other teams’ solutions to fix calls at the first point of contact.
To manage multiple communication channels on a day-to-day basis.
You will be supported to achieve your apprenticeship qualification.
You will be encouraged to learn how to troubleshoot and administer bespoke systems at Bracknell Council.

Where you'll work

Time Square
Market Street
Bracknell
RG12 1JD

Training

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

College or training organisation

ESTIO 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

Your learning will be a combination of online classroom-based sessions, one-to-one support with a workplace coach and on-the-job learning and will last for 15 months. At the end of the programme, you will complete an end-point assessment and when this is successfully completed, you will gain your Information Communications Technician level 3 qualification.

Requirements

Essential qualifications

GCSE in:

3 additional subjects (grade C/4)
English (grade C/4)
Maths (grade C/4)

Desirable qualifications

BTEC in:

ICT related (grade Pass)

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
Analytical skills
Logical
Team working
Patience

Other requirements

This role may require lifting and moving equipment.

About this company

Bracknell Forest Council is a small unitary authority. The Council provides services to the community such as the Libraries, road maintenance, waste and recycling, council tax but also schools and social care. We positively celebrate Diversity & Inclusion for all our employees and residents. As one of our employees, we want you to fulfil your potential, feel valued for your individuality and feel confident bringing your authentic self to work. At Bracknell Forest Council we are always looking for better ways of doing things. The people in our community are at the centre of all that we do. Our staff are vital for delivering innovative projects and you will be trusted to take ownership of your own work. You will have time to immerse yourself in the community and be supported by our managers and leaders to excel in your role. A career with us means having everything you need to build on your skills to build better relationships and communities.

https://www.bracknell-forest.gov.uk/ (opens in new tab)

Company benefits

25 days* annual leave. Local government pension scheme. Career development through internal and external training opportunities. A great office location next to travel links. Discounted leisure centre and gym membership. and more.

Disability Confident

A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.

You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.

After this apprenticeship

Allows you to gain experience to move into specialised ICT roles.

Ask a question

The contact for this apprenticeship is:

Bracknell Forest Borough Council

Beth Rayburn

01344 351930

The reference code for this apprenticeship is VAC1000327966.

Apply now

Closes in 11 days (Wednesday 9 July 2025)

When you apply, you’ll be asked to sign in with a GOV.UK One Login. You can create one at the same time as applying for this apprenticeship.

After signing in, you’ll apply for this apprenticeship on the company's website.

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