Apprentice IT Helpdesk Analyst
Madison
Milton Keynes (MK5 8HL)
Closes in 19 days (Tuesday 26 August 2025 at 11:59pm)
Posted on 7 August 2025
Contents
Summary
Through this apprenticeship you will gain hands on experience working within this role as well as the opportunity to enhance your customer service skills when dealing with IT support requests.
- Wage
-
£18,000 a year
- Training course
- Information communications technician (level 3)
- Hours
-
Monday - Friday 09:00 - 17:15
37 hours 30 minutes a week
- Start date
-
Monday 8 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
Key Responsibilities:
- Provide 1st line support for IT infrastructure and systems across the organisation
- Respond promptly and professionally to help desk tickets, ensuring timely resolution of issues
- Assist in the testing of system developments and upgrades, reporting any issues or anomalies
- Create, update, and maintain reports to support IT operations and decision-making
- Perform routine IT tasks as assigned, ensuring consistency and reliability in service delivery
- Collaborate with team members to improve support processes and enhance user experience
Where you'll work
Roebuck Way
Knowlhill
Milton Keynes
MK5 8HL
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
MILTON KEYNES COLLEGE
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
Information Communications Technician Level 3.
Training with Milton Keynes College.
Ongoing training, support and development with the employer.
Your learning will take place at the South Central Institute of Technology, which offers benefits such as:
- Quality teaching and support
- Project-based learning, co-delivered by employers
- State-of-the-art facilities with plenty of tech equipment available
Requirements
Essential qualifications
GCSE in:
- English (grade C / 4)
- Maths (grade C / 4)
Desirable qualifications
A Level in:
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
- Customer care skills
- Analytical skills
- Logical
- Team working
- Initiative
- Patience
Other requirements
Having a full driving license is considered an advantage as you will be required to travel to and from the workplace and MK College in Bletchley. To be eligible for this apprenticeship you must meet the following residency criteria: You must have lived in the UK, the British Overseas Territories, or Crown Dependencies (Channel Islands and the Isle of Man) for at least three years prior to the start of the apprenticeship.
About this employer
So much more than a distributor: Madison started back in 1977 as a small bike shop based in West Hampstead, London. Over the last 40 years, the business has transformed itself into the UK’s leading distributor of bicycle parts and accessories. Madison is the leading distributor of branded cycle components and accessories, angling and power-sports equipment in the UK. Our business continues to grow and we pride ourselves on our reputation within the industry. We offer a supportive and open working environment and we have many long serving employees.
After this apprenticeship
Potential to start building a strong and stable foundation in this industry and grow your skills in this career field.
Ask a question
The contact for this apprenticeship is:
MILTON KEYNES COLLEGE
Cat Brown
cat.brown@mkcollege.ac.uk
01908637056
The reference code for this apprenticeship is VAC1000336184.
Apply now
Closes in 19 days (Tuesday 26 August 2025 at 11:59pm)
Sign in with your GOV.UK One Login to apply.