Apprentice IT Desktop Support

Summary

We are offering an exciting opportunity where you “earn and learn”. This apprenticeship pathway will give you the hands-on experience, knowledge and confidence to lead you into your chosen career and give you the chance to fully realise your potential within a fast paced and proactive organisation.

Wage

£19,292.91 a year

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Training course

Information communications technician (level 3)

Hours

37 hours worked flexibly per week, Monday to Friday, exact range of shifts/core hours to be confirmed.

37 hours a week

Start date

Monday 1 December 2025

Duration

2 years

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 learn about how to build and deploy PC workstations, laptops, tablets and Smart Phones
Assist on the helpdesk to log calls reporting hardware and software faults on workstations, telecommunications equipment and IT peripherals
Assist with the installation and maintenance of network equipment and cabling
Assist with the installation, support and use of desktop application software

Where you'll work

West Suffolk House
Western Way
Bury St. Edmunds
Suffolk
IP33 3YU

Training

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

College or training organisation

GINGER NUT MEDIA LIMITED

Your training course

Information communications technician (level 3)

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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

An apprenticeship includes regular training with a college or other training organisation
At least 20% of your working hours will be spent training or studying

Requirements

Essential qualifications

GCSE in:

English (grade 9 to 4 (formerly A* to C))
IT (grade 9 to 4 (formerly A* to C))
Maths (grade 9 to 4 (formerly A* to 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
Attention to detail
Organisation skills
Customer care skills
Problem solving skills
Administrative skills
Number skills
Analytical skills
Logical
Team working
Initiative
Non judgemental
Patience

About this company

West Suffolk Council is an extremely ambitious and dynamic local authority with a workforce of over 700 employees. We provide healthy, safe and vibrant places to live and work. Few other employers play such a pivotal role in the community. That's a great responsibility but also very rewarding and something that really makes a difference.

https://www.westsuffolk.gov.uk/ (opens in new tab)

Company benefits

A unique employee package giving discounts on high street shops and cinemas, health and wellbeing initiatives and a culture of learning.

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

Further progression may well be available in other areas within our sector, upon successful completion of the apprenticeship

Ask a question

The contact for this apprenticeship is:

West Suffolk Council

Nicola Tatum

nicola.tatum@westsuffolk.gov.uk

01284 757432

The reference code for this apprenticeship is VAC1000331583.

Apply now

Closes in 25 days (Sunday 10 August 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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