IT Helpdesk Technician Apprentice
EMW Law
Milton Keynes (MK5 8FR)
Closes in 27 days (Tuesday 16 June 2026)
Posted on 19 May 2026
Contents
Summary
You will assist the IT Helpdesk Supervisor in providing 1st- and 2nd-line helpdesk support and in the installation, maintenance, and administration of computer equipment and associated software, telecoms, and audiovisual systems.
- Wage
-
£16,000 a year
- Training course
- Information communications technician (level 3)
- Hours
-
Days and shifts to be confirmed.
37 hours 30 minutes a week
- Start date
-
Tuesday 23 June 2026
- Duration
-
1 year 5 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
- Ensuring that the IT Services service level agreement (SLA) is adhered to at all times
- Assist with providing 1st- and 2nd-line helpdesk support on a daily basis
- Responsible for ensuring that all IT helpdesk requests are logged using helpdesk software
- Assist with the production of user documentation
- Responsible for escalating support requests to an appropriate team member as and when required
- Contribute to the smooth running of an out-of-hours IT support rota
- Assist with ensuring that software updates and patches are applied to all PC’s on a monthly basis
- Proactively react to any issues or problems detected whilst running antivirus software and taking the necessary actions
- Responsible for the upkeep of the IT Asset Register, including hardware, software, audiovisual, and telephone systems
- Assist with the implementation of IT projects as and when required
- Contribute to the policing of IT quality standards throughout the firm
- Assist the IT Services team by carrying out training duties as and when required
- To provide support with general administration tasks to business support teams as needed
Where you'll work
Seebeck House 1 Seebeck Place Knowlhill
Milton Keynes
MK5 8FR
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
QA 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
Why choose our Azure Cloud Support Specialist apprenticeship?
The new Microsoft Azure Cloud Support Specialist Level 3 programme has been designed in partnership with Microsoft to build Azure cloud capabilities in your organisation.
This new Microsoft apprenticeship is part of QA's drive to support Microsoft’s Get On 2021 campaign, a five-year initiative to help 1.5 million people build careers in technology and help 300,000 connect to tech job opportunities.
QA’s Azure Cloud Support Specialist Level 3 apprenticeship programme enables the apprentice to:
- Learn on-premise and cloud-enabled technologies and services
- Learn technical content that aligns to and is relevant to employers and the market
- Gain an Azure Fundamentals Qualification and a Microsoft 365 fundamentals qualification
- Get an introduction to Windows, Linux and PowerShell
Tools and technologies learned: Learners will learn to use Microsoft Azure, Microsoft 365, Windows 10, AWS, Linux, PowerShell.
Requirements
Essential qualifications
GCSE in:
- 3 of any subject (grade 4+ (A* - C))
- Maths & English (grade 3+ (D or above))
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
About this employer
EMW is a commercial law firm with offices in Milton Keynes, Northampton, Watford, London, and Brighton. Established in 1992, it provides a full range of legal services for businesses and individuals, and is a Certified B Corporation recognized for its commitment to high ethical and professional standards.
Company benefits
- A range of exciting benefits are available
After this apprenticeship
- 90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average
Ask a question
The contact for this apprenticeship is:
QA LIMITED
The reference code for this apprenticeship is VAC2000032472.
Apply now
Closes in 27 days (Tuesday 16 June 2026)
After signing in, you’ll apply for this apprenticeship on the company's website.