Managed Services Apprentice

Summary

To work within a team of support professionals to learn how to deliver administrative and technical support across the Managed service contracts. Deliver effective admin support and excellent customer service in delivery of fault resolutions.

Wage

£16,000 a year

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Training course

Business administrator (level 3)

Hours

8am-4:30pm - exact shifts to be confirmed.

40 hours a week

Start date

Monday 8 September 2025

Duration

1 year 3 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

Working as part of the team, the job holder will provide Technical Administrative Support on various customer service contracts as required. The role holder will support service call resolution and update incidents from customers; they will have the ability to question end users and evaluate issues effectively and be required to assist in fault resolution on various support contracts.

Requires ability to communicate with users and evaluate support issues effectively and provide initial identification of faults
Updating of asset information, spares and repairs through fault replacement, repair and the Incident lifecycle
Maintaining Records for 3rd party suppliers, booking of replacements and spares used for incident resolution, on-site maintenance and track work across various equipment
Assist in resolving basic faults and confirm fault details as part of incident investigation and resolution
Update incidents using the Service management toolset and provide updates to the customer, engineers and managers on the status where required
Provide service support and has an understanding in the delivery of Incident, Change and Configuration management

The duties of an Apprentice are detailed in subsequent sections. Performing in this role requires that certain activities are carried out within the following process areas:

Support of Incident and Service Requests
Assist with Configuration Management updates
Assist with Change Management updates
Awareness of Release Management
Awareness of Problem Management

Incident and Service Requests:

In respect to Incident & Service Request Management, the Apprentice is expected to:

Monitor Incidents assigned to the team and assist with management to resolution
Ensure accurate incident status and investigation information is recorded by on a regular basis
Support delivery of customer Sales orders and queries within Service Requests and track fulfilment and delivery
Support escalations for Incident resolution to Technical Administrators, radio engineers, Technical Architect, and management
Demonstrate the ability to understand support issues highlighted by the customer and provide assistance in resolving their concerns

Configuration Management:

In respect to Configuration Management, the apprentice is expected to:

Liaise with Configuration Management to ensure that, where necessary, the correct asset information is being updated via Incidents and Changes on customer database
Support Configuration Management tasks to rectify incorrect information held about an asset

Change Management:

With respect to Change and Release Management, where necessary, the apprentice is to:

Provide assistance with input for assessment to a Change
Raise and manage Standard and Emergency changes in line with the appropriate Change Process for customer contracts
Support the implementation of Changes as planned and agreed

Where you'll work

WMP Logistic Centre
3 Elliott Way
Birmingham
B6 7AP

Training

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

College or training organisation

LIFETIME TRAINING GROUP LIMITED

Your training course

Business administrator (level 3)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

Course contents

Skilled in the use of multiple IT packages and systems relevant to the organisation in order to: write letters or emails, create proposals, perform financial processes, record and analyse data. Examples include MS Office or equivalent packages. Able to choose the most appropriate IT solution to suit the business problem. Able to update and review databases, record information and produce data analysis where required.
Produces accurate records and documents including: emails, letters, files, payments, reports and proposals. Makes recommendations for improvements and present solutions to management. Drafts correspondence, writes reports and able to review others' work. Maintains records and files, handles confidential information in compliance with the organisation's procedures. Coaches others in the processes required to complete these tasks.
Exercises proactivity and good judgement. Makes effective decisions based on sound reasoning and is able to deal with challenges in a mature way. Seeks advice of more experienced team members when appropriate.
Builds and maintains positive relationships within their own team and across the organisation. Demonstrates ability to influence and challenge appropriately. Becomes a role model to peers and team members, developing coaching skills as they gain area knowledge.
Demonstrates good communication skills, whether face-to-face, on the telephone, in writing or on digital platforms. Uses the most appropriate channels to communicate effectively. Demonstrates agility and confidence in communications, carrying authority appropriately. Understands and applies social media solutions appropriately. Answers questions from inside and outside of the organisation, representing the organisation or department.
Completes tasks to a high standard. Demonstrates the necessary level of expertise required to complete tasks and applies themself to continuously improve their work. Is able to review processes autonomously and make suggestions for improvements. Shares administrative best-practice across the organisation e.g. coaches others to perform tasks correctly. Applies problem-solving skills to resolve challenging or complex complaints and is a key point of contact for addressing issues.
Takes responsibility for initiating and completing tasks, manages priorities and time in order to successfully meet deadlines. Positively manages the expectations of colleagues at all levels and sets a positive example for others in the workplace. Makes suggestions for improvements to working practice, showing understanding of implications beyond the immediate environment (e.g. impact on clients, suppliers, other parts of the organisation). Manages resources e.g. equipment or facilities. Organises meetings and events, takes minutes during meetings and creates action logs as appropriate. Takes responsibility for logistics e.g. travel and accommodation.
Uses relevant project management principles and tools to scope, plan, monitor and report. Plans required resources to successfully deliver projects. Undertakes and leads projects as and when required.

Your training plan

This training plan has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

Requirements

Desirable qualifications

GCSE in:

English (grade C/4)
IT Related Qualification (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
Customer care skills
Team working
Patience

About this company

We have a proven history of developing innovative software for the public sector. Our ability to put vital information into the hands of those that need it is the reason why more than 50% of local authorities use us to collect revenues and administer benefits, why 100% of UK Police Forces, over 50% of UK Fire Services and many other Public Safety agencies around the world have chosen solutions from our portfolio to support their operations. It’s the reason why housing providers use our systems to manage their two million homes efficiently and why the NHS choose our technology to help them screen ten million babies for hearing loss.

https://www.necsws.com/ (opens in new tab)

After this apprenticeship

Ongoing development and support.

Ask a question

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