Service Desk Apprentice

Emerge Digital Ltd

Cheltenham (GL50 1TA)

Closes in 20 days (Thursday 28 May 2026 at 11:59pm)

Posted on 8 May 2026

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Summary

To become a 1st Line Support Engineer. Build Laptops/Desktops and install all software required for our clients. Provide quotations to customers and follow the process through the sale, build process and despatch. Learn to provide 1st line support.

Wage

£15,600 to £24,784.50, depending on your age

National Minimum Wage

Check minimum wage rates (opens in new tab)

Training course
Information communications technician (level 3)
Hours
Monday to Friday 7.5 hours between the working day starting at 8am to 6pm.

37 hours 30 minutes a week

Start date

Monday 6 July 2026

Duration

1 year 11 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

Your job duties will include:

  • Receiving quotation requests from the Service Desk
  • Processing and then receiving the devices and building them from an Out of box experience
  • Installing all necessary software
  • Upgrading any hardware and despatching them to our clients
  • There will also be First line support services to the Service Desk

Where you'll work

Eagle Tower Montpellier Drive
Cheltenham
GL50 1TA

Training

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

Training provider

GLOUCESTERSHIRE 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

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.

More training information

Information Communications Technician Apprenticeship Standard Level 3.

Requirements

Essential qualifications

GCSE 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
  • Attention to detail
  • Customer care skills
  • Problem solving skills
  • Team working

About this employer

Managed Service Provider – IT Support Services. As a leading Managed IT Services Provider (MSP) and Certified B Corporation, we provide technology solutions to drive your tech-powered growth. Our process, built on the pillars of Foundation, Security, Enablement, and Innovation, provides a strategic framework for achieving your business goals through smart technology investment.

https://emerge.digital/ (opens in new tab)

Company benefits

25 days paid holiday, Office fruit and drinks free, Office Food days where the business buys different foods. 

After this apprenticeship

1st Line Service Desk Engineer. 

Ask a question

The contact for this apprenticeship is:

GLOUCESTERSHIRE COLLEGE

GC Employer Training & Apprenticeships

apprenticeshipvacancies@gloscol.ac.uk

0345 155 2020

The reference code for this apprenticeship is VAC2000030253.

Apply now

Closes in 20 days (Thursday 28 May 2026 at 11:59pm)