Apprentice IT Officer (Service Desk)
Calderdale Metropolitan Borough Council
Halifax (HX1 1SP)
Closes in 18 days (Tuesday 6 January 2026)
Posted on 18 December 2025
Contents
Summary
An exciting opportunity has arisen for a customer focused, individual, to join the Council’s ICT Service Desk Team. We are looking for someone who enjoys working in a busy environment, has good organisational skills and a customer focused attitude.
- Wage
-
£14,526.20 to £23,492.04, depending on your age
National Minimum Wage
- Training course
- Information communications technician (level 3)
- Hours
-
Monday - Friday, 9.00am - 5.00pm. Flexible working hours, including home-working (subject to the needs of the role).
37 hours a week
- Start date
-
Monday 16 March 2026
- 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
- Assist in the delivery of an effective and responsive ICT service
- Attend relevant and appropriate training and to provide feedback on progress
- Supporting at all times a high standard of customer care, dealing with customers in person and on the telephone
- Receive training to be able to undertake additional duties as required, commensurate with the level of the job
- Assist with administrative support relating to the work of the service
- Confidently respond to contacts from customers reporting incidents and service requests. Log (and resolve where possible)
- Support the Provision of a telephone support service in a professional manner; achievement of first line call resolution with first fix where possible
- Learning to triaging faults and escalating support requests to second-and third-line IT support staff as appropriate
- Use the council’s internal chat bot to assist corporate colleagues
- Assisting second line IT support in fault fixing and repairs when necessary
Where you'll work
Mulcture House
11 Mulcture Hall Rd
Halifax
HX1 1SP
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
NOWSKILLS 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
- Successful completion of this apprenticeship gives you an accredited Level 3 Information Communications Technician qualification
- Workplace Learning
- Provided with a 1:1 Tutor
- Block Delivery - Virtual workshops
Requirements
Essential qualifications
GCSE 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
- Attention to detail
- Customer care skills
- Problem solving skills
- Patience
Other requirements
Work as part of a team with responsibility for ensuring that the Service Desk is available 7am and 6pm (early and late rota).
About this employer
Calderdale Metropolitan Borough Council is the local authority of the Metropolitan Borough of Calderdale in West Yorkshire, England. Calderdale is set in the beautiful South Pennines in West Yorkshire, a vibrant Metropolitan Borough, and an active part of Leeds City Region. With a career move to Calderdale Council, you will find a meaningful way to contribute. You will also make a real difference to others. With over 600 services, we offer a wide variety of roles. So, you can use your skills and experience to help others and make Calderdale a better place for everyone.
Company benefits
We have a range of workplace benefits available to all our employees, including generous annual leave, Local Government Pension Scheme, Car leasing, Cycle scheme, travel offers, access to Mental Health services, staff networks, hybrid working
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
At the end of the apprenticeship programme, it is anticipated that you will be employment ready and will be given the opportunity to apply for any available permanent employment opportunities within the IT Service and across the Council.
Ask a question
The contact for this apprenticeship is:
NOWSKILLS LIMITED
The reference code for this apprenticeship is VAC2000005885.
Apply now
Closes in 18 days (Tuesday 6 January 2026)
After signing in, you’ll apply for this apprenticeship on the company's website.