IT Support Technician apprentice - Black Country Healthcare NHS

BLACK COUNTRY PARTNERSHIP NHS FOUNDATION TRUST

Dudley (DY2 0UW)

Closes in 20 days (Friday 22 August 2025 at 11:59pm)

Posted on 30 July 2025

Print

Contents

Summary

You will work as part of the ICT Service Desk team where you will be the first point of contact for our Trust colleagues with regard to faults and incidents associated with using our infrastructure, communications and core corporate applications.

Wage

£14,918.80 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

Check minimum wage rates (opens in new tab)

Training course
Information communications technician (level 3)
Hours
Monday to Friday Shifts will include: 8am - 4pm and 9am - 5pm. Exact shifts TBC.

37 hours 30 minutes a week

Start date

Monday 29 September 2025

Duration

1 year 5 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

  • Taking and resolving the ICT Service desk telephone calls
  • Complete user and resource request forms
  • Taking ownership of faults and incidents and managing them by categorising and prioritising them in line with team procedures
  • Escalating any incidents and service requests that you can’t resolve, to senior members of staff
  • Have a 'service orientated' approach to work, with excellent customer service skills
  • To work as a member of a team, encouraging knowledge sharing
  • Manage daily tasks and activities which may require reprioritisation to satisfy changing business needs
  • Follow agreed plans, procedures and instructions to complete tasks and activities
  • Work to defined deadlines as part of a team and on an individual basis to deliver technical service within the Service Level Agreements
  • Quick and accurate advanced keyboard skills required for computer related tasks
  • Safe transportation of IT equipment making use of trolleys and Trust vehicles as required
  • Ensure all installations & removals are documented in the agreed manor
  • Participates in the auditing of hardware and software ensuring that trust asset registers are maintained
  • Advise Trust colleagues on internal procedures and processes
  • Assist in the development and management of internal documentation
  • Aim to achieve Service Desk and personal SLA’s and KPI’s
  • To undertake any other duties of a similar nature consistent with the responsibilities of this post in order to provide a quality ICT service

Where you'll work

Unit 5 & 6
Crackley Way, Peartree Lane
Dudley
DY2 0UW

Training

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

Training provider

TECHNICAL PROFESSIONALS LIMITED

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

Training schedule

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 Level 3 Information Communications Technician standard.

The training covers the following core occupational duties:

https://www.instituteforapprenticeships.org/apprenticeship-standards/information-communications-technician-v1-1

Requirements

Essential qualifications

GCSE in:

  • English Language (grade 4 (C))
  • Maths (grade 4 (C))

Desirable qualifications

GCSE in:

ICT (grade 4 (C))

A Level in:

Computer Science/ICT (grade C)

BTEC in:

IT (grade Pass)

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

  • Communication skills
  • IT skills
  • Attention to detail
  • Organisation skills
  • Customer care skills
  • Problem solving skills
  • Team working
  • Creative
  • Initiative
  • PC Architecture
  • Microsoft Desktop Apps
  • Microsoft OS and O365
  • Self-motivated
  • Confident and self-reliant
  • Positive attitude
  • Accurate data recording
  • Honest and Respectful
  • Caring

Other requirements

It is a requirement to have five GCSE 9-4 grades or equivalent (including English and maths) to apply for this type of 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, have the right to work in the UK.

About this employer

Black Country Healthcare NHS Foundation Trust provides specialist mental health, learning disability, and community healthcare services for the population of the Black Country.

https://www.blackcountryhealthcare.nhs.uk/about-us (opens in new tab)

After this apprenticeship

During this apprenticeship, you will follow a fully supported training programme with LearnTech, delivered through combined classroom-based training, workplace assessment/training and online learning, at the end of which you will have the ability to work as a qualified ICT Support Technician.

Ask a question

The contact for this apprenticeship is:

TECHNICAL PROFESSIONALS LIMITED

The reference code for this apprenticeship is VAC1000334002.

Apply now

Closes in 20 days (Friday 22 August 2025 at 11:59pm)

Sign in with your GOV.UK One Login to apply.