IT Service Desk Analyst Apprentice (Level 3)

Cardinal Newman College

Preston (PR1 4HD)

Closes in 20 days (Tuesday 14 April 2026)

Posted on 25 March 2026

Print

Contents

Summary

We are seeking an enthusiastic individual to join our IT Services team, supporting staff and students with reliable, responsive IT support. The role includes a Level 3 ICT Apprenticeship, offering hands-on experience while developing key technical skills in a modern, forward-thinking IT environment.

Wage

£20,932.81 a year

Check minimum wage rates (opens in new tab)

Training course
Information communications technician (level 3)
Hours
37 hours per week with the following options: • 52 weeks per annum (annual leave to be taken during college holidays) or • Term time plus 2 weeks Starting and finishing times as agreed

37 hours a week

Start date

Wednesday 19 August 2026

Duration

1 year 9 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

Service Desk Operation

• Provide first-line technical support i.e. (accounts, MFA, connectivity, AV, devices, Microsoft 365/Office 365, Operating Systems, for Cardinal Newman College, Lancaster University School of Mathematics (The Rigby Education Trust) or any other identified establishment
• Provide support for line-of-business systems
• Ensure incidents are logged with detailed technical notes
• Diagnose whether issues relate to applications, devices, user error, or infrastructure
• Issue loan equipment and manage booking/collection processes

Triage, Prioritisation and Coordination

• Apply technical understanding to categorise incidents accurately.
• Identify repeat issues, outages, or degradation
• Coordinate escalations with Technicians and Engineers
• Support downtime and change communications

Service Management, Reporting and Process Improvement

• Support ITIL-lite processes, i.e., Incident, Request, Problem, Knowledge
• Maintain troubleshooting guides and technical FAQs

Technical Administration

• Assist with basic device configuration and setup
• Support imaging or deployment processes using standard tools
• Update asset records and perform basic compliance checks

Procurement and Asset Support

• Maintain asset register and support asset lifecycle processes
• Liaise with suppliers and track deliveries

General

• Follow College policies including Health & Safety, E&D, GDPR, and Safeguarding
• Support college events with IT support and bookings and pen Days
• Participate in the service desk rotation if required to ensure consistent coverage and available support
• Support IT Technicians when required
• Undertake training and professional development
• To undertake any other duties as may reasonably be required commensurate with the nature of the post

Where you'll work

Lark Hill Road
Avenham
Preston
PR1 4HD

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

This training schedule has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

Requirements

Essential qualifications

GCSE in:

  • English Language (grade Grade A*-C/9-4, or equivalent)
  • Mathematics (grade Grade A*-C/9-4, or equivalent)

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
  • Team working
  • Initiative
  • Drive continuous improvements
  • Prioritisation Skills

Other requirements

This post requires Disclosure and Barring Service clearance as well as a range of other safer recruitment checks.

About this employer

Cardinal Newman College is a wonderful place to work, and this is an exciting opportunity for an enthusiastic candidate to join our friendly and well-established Networks department.

https://www.cardinalnewman.ac.uk/ (opens in new tab)

Disability Confident

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

Unknown.

Ask a question

The contact for this apprenticeship is:

Cardinal Newman College

Hannah Gunson

HR@cardinalnewman.ac.uk

01772 460181

The reference code for this apprenticeship is VAC2000023219.

Apply now

Closes in 20 days (Tuesday 14 April 2026)

After signing in, you’ll apply for this apprenticeship on the company's website.