IT Service Desk Apprentice

BDO SERVICES LIMITED

Liverpool (L2 5RH)

Closes on Wednesday 25 February 2026

Posted on 12 January 2026

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Summary

As an IT Service Desk Apprentice, you will be joining our award-winning service desk, recognised with a 4-star rating for excellence in customer service and support via the Service Desk Institute (SDI). You will be an integral part of our IT team, providing support internally.

Wage

£25,500 a year

Check minimum wage rates (opens in new tab)

Training course
Information communications technician (level 3)
Hours
Monday - Friday (9:00am - 5:30pm). Shifts TBC.

38 hours a week

Start date

Wednesday 4 March 2026

Duration

1 year 6 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

As an IT Service Desk Apprentice, you will be joining our award-winning service desk, recognised with a 4-star rating for excellence in customer service and support via the Service Desk Institute (SDI). You will be an integral part of our IT team, providing support internally. This apprenticeship offers a unique opportunity to gain hands-on experience in IT support while working towards a recognised qualification.

What you’ll do:

  • Provide technical support to internal customers via phone, email, Chat and face-to-face.
  • Assist with troubleshooting hardware and software issues.
  • Log and manage support requests using the service desk ticketing system.
  • Escalate complex issues to senior team members as necessary.
  • Support the setup and configuration of IT equipment for employees.
  • Assist in maintaining IT documentation and user guides.
  • Participate in team meetings and contribute to continuous improvement initiatives.
  • Additional opportunities to work on projects with senior members of the team

Desired qualities, Skills and Knowledge:

  • A keen interest in IT and technology.
  • Strong problem-solving skills and attention to detail.
  • Excellent communication skills, both written and verbal.
  • Ability to work well in a team and independently.
  • Eagerness to learn and develop new skills.

Where you'll work

5 Temple Square Temple Street
Liverpool
L2 5RH

Training

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

Training provider

JUST IT TRAINING 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

ICT (Information Communications Technician) Level 3 Apprenticeship Standard: 

  • You will also receive full training and support from the Just IT Apprenticeship team to increase your skills
  • Your training will include gaining a Level 3 IT qualification

Requirements

Essential qualifications

GCSE in:

  • English (grade C/4 +)
  • Maths (grade C/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
  • Presentation skills
  • Administrative skills
  • Analytical skills
  • Logical
  • Team working
  • Creative
  • Initiative
  • Positive attitude
  • Motivated
  • Hard-working
  • Passion for ICT
  • Hardware and software

About this employer

BDO is a leading global network of professional services firms providing audit, tax, and advisory services. We are committed to delivering exceptional client service and fostering a culture of collaboration and innovation.

At BDO, we place a strong emphasis on our people-centric culture. We believe that our success is driven by the talent and dedication of our team members. We are committed to providing opportunities for growth and development, fostering a supportive environment where everyone feels valued and empowered to reach their full potential.

After this apprenticeship

Potential full-time position for the right candidate after completion of apprenticeship.

Ask a question

The contact for this apprenticeship is:

JUST IT TRAINING LIMITED

The reference code for this apprenticeship is VAC2000007334.

Apply now

Closes on Wednesday 25 February 2026