IT Support Apprentice
West Midlands Police
Birmingham (B4 6AT)
Closes in 26 days (Friday 5 September 2025)
Posted on 8 August 2025
Contents
Summary
The IT & Digital department is responsible for the force’s adoption and use of information and digital technology.
- Wage
-
£24,000 a year
- Training course
- Information communications technician (level 3)
- Hours
-
Monday to Friday, shifts TBC.
36 hours 30 minutes a week
- Start date
-
Sunday 5 October 2025
- Duration
-
1 year 6 months
- Positions available
-
3
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
The department consists of three core functions as follows:
- Architecture Management (responsible for identifying and selecting the right technologies for the force)
- Delivery Management (responsible for delivering and implementing the right technologies for the force)
- Service Management (responsible for managing and maintaining all live, operational technology for the force)
The Service Management function within IT & Digital is responsible for the effective operation, support and maintenance of existing, operational technology systems, including but not limited to all Force applications, technology infrastructure (e.g. servers, databases, networks) and end-user devices (e.g. desktop PC’s, smartphones, tablets, Airwave terminals). This function manages, and has responsibility for, the security, capability, availability, and performance of all operational technology in the ‘live’ environment whether it is delivered via internal resources or by external suppliers. This function is also responsible for ensuring existing technology remains fit-for-purpose and reflects continuously evolving requirements from the force.
The IT Support Apprentice offers an opportunity to be exposed to Service Management Service Operations – primarily on the IT&D Service Desk and in field support
KEY RESPONSIBILITIES
- Responsible for investigating and resolving incidents/problems remotely and on site, fulfilling requests by working with the customer, other technical experts and third parties. Take ownership of issues, including documentation and progress updates are made.
- Installs and configures basic hardware system components and devices (including end-user computers, and mobile devices, whether physical or virtual) as required.
- Ensure that incidents and requests are handled according to agreed procedures, making judgments on the best approach to handle an issue in the most expedient way so that service delivery meets agreed service levels and customers are operational as quickly as possible.
- Monitor the progress of Incidents and Requests that have been escalated to the external supplier and where necessary chase or escalate ensuring the customer is kept up to date with any progress. Liaise directly with external suppliers and engineers in connection with on-site visits and deployments to Police locations. Ensure that they have the necessary support from our technical teams, tools and access requirements for to be able to support their products and services.
- Work alongside the IT Specialist engineer to complete new office installations, office moves, new technical installations site surveys. This may include moving existing IT assets around the or the installation of new technology to the customer requirements and to ensure health and safety, site, IT security and quality standards are met.
- Promote the proper use of Asset and stock management as a whole;
- Monitoring Health and Safety issues and raise issues where appropriate;
- Promote the forces diversity agenda and be its champion within the team;
- Champion good ideas to management through Continuous Service Improvement
Flexibility is required where rota management is required and/or extended hours are proposed.
Where you'll work
West Midlands Police, Lloyd House, 2 Colmore Circus Queensway
Birmingham
B4 6AT
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
THE DEVELOPMENT MANAGER LTD
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
Requirements
Essential qualifications
GCSE or equivalent in:
- English (grade 4)
- Maths (grade 4)
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
- Administrative skills
- Analytical skills
- Logical
- Team working
- Initiative
- Non judgemental
- Patience
Other requirements
The post holder must be able to work from alternate locations in line with business need. The post holder may be required to provide ‘out of hours’ availability for which the appropriate allowances will be paid. The post holder may be expected to work outside of normal working hours.
About this employer
West Midlands Police is the second largest police force in the country, covering an area of 348 square miles and serving a population of almost 2.8 million.
After this apprenticeship
Opportunity for permanent position on completion of the Apprenticeship and/or progression to higher level apprenticeship programme.
Ask a question
The contact for this apprenticeship is:
THE DEVELOPMENT MANAGER LTD
The reference code for this apprenticeship is VAC1000336304.
Apply now
Closes in 26 days (Friday 5 September 2025)
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