Apprentice IT Service Desk Support Technician
Sovereign Network Group
Basingstoke (RG21 4FA)
Closes in 13 days (Tuesday 23 June 2026)
Posted on 9 June 2026
Contents
Summary
As an apprentice, you will attend college while working in a SNG office, developing the skills required to become a qualified member of the workforce. You will work alongside highly skilled mentors who will support and reinforce your learning. Our support roles play a vital part in the efficient day-to-day running of business operations.
- Wage
-
£15,680 a year
Minimum wage rates (opens in new tab)
This will increase after your first year with us.
- Training course
- Information communications technician (level 3)
- Hours
-
Monday to Thursday, 9.00am - 5.00pm.
Friday 9.00am - 4.30pm.
37 hours a week
- Start date
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Monday 7 September 2026
- Duration
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2 years
- 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
As a Trainee Service Desk Support Technician, you’ll provide first-line IT support to colleagues and be the first point of contact when they need help with technology.
You’ll learn how to identify and fix common IT issues, keep accurate records, and work with other teams to resolve more complex problems. Your role will help ensure colleagues can get back to work quickly and have a positive experience.
Where you'll work
Sovereign House
Basingstoke
RG21 4FA
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
BASINGSTOKE ITEC 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
Requirements
Desirable 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
- IT skills
- Attention to detail
- Customer care skills
- Problem solving skills
- Analytical skills
- Team working
- Initiative
About this employer
SNG (Sovereign Network Group) is one of the largest housing associations in England.
Our purpose is to provide good, affordable homes that are the foundation for a better life - and our vision is thriving communities, over generations. We provide over 85,000 homes and invest in communities across London, the South East, South West and East of England, as well as aiming to create thousands of new affordable homes every year.
Everything we earn, we reinvest so that our customers - now and in the future - have a sustainable home in a thriving community.
https://www.sng.org.uk/careers/early-careers (opens in new tab)
Company benefits
- 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
- Wellbeing discounts, including Gym Memberships and access to a 24/7 virtual GP service
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
- To gain the skills and experience to start your career in IT
- ICT Support Technician / Helpdesk Analyst
- Senior ICT Technician or Systems Support Analyst
- Network, Infrastructure, or Cyber Security roles
- Specialist progression into cloud, systems administration, or software support
- Progression to Team Leader, ICT Manager, or Level 4/5 digital qualifications
Ask a question
The contact for this apprenticeship is:
BASINGSTOKE ITEC LIMITED
careers@sng.org.uk
The reference code for this apprenticeship is VAC2000036032.
Apply now
Closes in 13 days (Tuesday 23 June 2026)
After signing in, you’ll apply for this apprenticeship on the company's website.