IT Service Desk Apprentice

Brunel University

Middlesex (UB8 3PH)

Closes in 23 days (Monday 17 August 2026 at 11:59pm)

Posted on 24 July 2026

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Summary

Responsible for executing day to day service requests and incident resolution with a high user satisfaction rate. This is achieved by taking calls (in person or otherwise) and handling the resulting incidents and requests using the incident management and request fulfilment processes and tools in line with ITIL practices

Wage

£25,000 a year

Minimum wage rates (opens in new tab)

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

37 hours 30 minutes a week

Start date

Monday 24 August 2026

Duration

1 year 6 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

Responsible for executing day to day service requests and incident resolution with a high user satisfaction rate. This is achieved by taking calls (in person or otherwise) and handling the resulting incidents and requests using the incident management and request fulfilment processes and tools in line with ITIL practices.

Working with other teams within Information Services to provide an overall quality of service, suggesting where the service desk can add value to processes and procedures.

Developing expertise in certain services / products to act as a specialist in the area, providing elevated support and guidance to both colleagues and users.

Working across a range of projects and activities to deliver improved facilities and services to the university. Improve efficiency and reduce demand by producing artifacts such as self-service guidance, knowledge articles and data-driven reporting.

 

Accountabilities and responsibilities:

  • Plan and manage own workload using the IT Service Management tool and guidance from peers / management, ensuring all reasonable efforts are made to work within agreed operational and service level agreements, escalating where necessary and providing regular, meaningful updates to users
  • Gather information on user service requests and incidents, seeking clarity from either the requestor, affected users or subject matter experts, accurately recording key points, actions, and where appropriate, including supporting evidence log files / screenshots.
  • Provide first line technical support to staff and students through face to face, telephone and service desk support routes. Where the issues are more complex, escalate to other members of the Digital Services department.
  • Deploy PC’s to computer labs including unboxing, cabling, setup, asset management, software installation and documentation.
  • Perform regular inspections of open access PC spaces both to address issues identified via remote reporting and to identify any new or unreported problems.
  • Deliver software updates to PC’s installed across the Uxbridge campus including device ‘rebuilds’ for both desktops and laptops.
  • Conduct audits of university-provided equipment in a variety of spaces including open access computer labs, the library, office spaces and technical areas.
  • Create documentation for common support activities either as internal knowledge base articles or as customer guides.
  • Provide support and training to staff and students across the organisation in relation to IT products and services with full support and guidance from the Digital Customer Services team.
  • Ensure compliance with relevant policies such as Identity and Access Management and Brunel Acceptable Use by all users and by self when undertaking support activities

Where you'll work

Brunel University London
Uxbridge
Middlesex
UB8 3PH

Training

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

Training provider

LEEP TALENT 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. Training schedule has yet to be agreed.

Requirements

Essential qualifications

GCSE in:

  • English (grade 4/C +)
  • Maths (grade 4/C +)

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
  • Administrative skills
  • Analytical skills
  • Logical
  • Team working
  • Creative
  • Motivated
  • Can do attitude
  • Tech Savvy
  • Hardware and Software
  • Passion for IT
  • Troubleshooting

About this employer

Brunel University of London is a public research university located in the Uxbridge area of London, England. It is named after Isambard Kingdom Brunel, a Victorian engineer and pioneer of the Industrial Revolution.

After this apprenticeship

Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).

Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).

Tech and digital professionals in London earn an average salary of £52,500 per year, so this apprenticeship could be the start of a very promising and profitable career.

Ask a question

The contact for this apprenticeship is:

LEEP TALENT LIMITED

The reference code for this apprenticeship is VAC2000044273.

Apply now

Closes in 23 days (Monday 17 August 2026 at 11:59pm)