IT Apprentice Service Desk Advisor

Summary

To staff the IT Service Desk phone, portal and email and provide administrative support to the Service Desk function.

Wage

£14,526.20 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

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The pay may be negotiated and may rise after a probation period has been successfully completed.

Training course

Customer service practitioner (level 2)

Hours

Monday to Friday, 08:30 - 17:00. Exact shifts to be confirmed. 30-minute lunch break per day.

37 hours a week

Start date

Monday 16 June 2025

Duration

1 year

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

To assist with answer calls, emails and customer portal jobs coming into the IT Service Desk, logging and allocating them using the call logging software and carrying out first line support as appropriate
To maintain IT Services records and Databases including
Printer consumables
Customer details
Resource requests
Configuration items
Mobile phone user records
Asset records
To ensure software licence details are up to date and readily available
To issue mobile devices to customer base
To be an effective member of the IT Services team
To support Service Desk projects
To maintain awareness of and adhere to current Service Desk procedures
To produce Service Desk documentation in liaison with the IT Service Desk Co-ordinator
To provide a professional customer service to both internal and external customers
To ensure that quality standards are set, monitored and reviewed within the section
To demonstrate flexibility in responding to changing demands in personal, sectional or the Colleges workload
To take responsibility for one's own professional development and continually update as necessary
To comply with Equal Opportunities policies and to assist in the development of Equal Opportunities
To comply with all Health & Safety, Child Protection & Safeguarding, Risk Management policy and legislation in the performance of the duties of the post
To take reasonable care of your own health, safety and welfare and that of any other person who may be affected by your actions or omissions whilst at work. You are also required to co-operate with the College to enable it to fulfil its legal obligations Appropriate information, instruction, training and supervision will be provided to enable you to perform your duties in a manner that is deemed safe and without risk to health
To comply with all aspects of the Data Protection Act
To adhere to the College’s Computer Network Acceptable Use Policy
To undertake risk assessments for any new activity and to ensure risk assessment checks are carried out for any ongoing activity
To carry out any other reasonable duties within the overall function, commensurate with the grading and level of responsibility of the job

Where you'll work

Roundhouse Road
Pride Park
Derby
Derbyshire
DE248JE

Training

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

College or training organisation

DCG

Your training course

Customer service practitioner (level 2)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

Course contents

Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
Demonstrate patience and calmness.
Show you understand the customer’s point of view.
Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
Maintain informative communication during service recovery.

Your training plan

This training plan 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 (grade C/4 or above)
Mathematics (grade C/4 or above)

Desirable qualifications

GCSE in:

IT or similar subject (grade C/4 or above)

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship 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
Initiative
Non judgemental
Patience
Enthusiasm
Motivation

Other requirements

Desk-based role in a busy office environment. May require travel to other campuses and collaboration with various internal departments, such as IT logistics and IT support. Responsibilities include interacting with students and college staff. Each day will bring new challenges and experiences. Job role is based at The Roundhouse campus but ideally the successful candidate will have a Driving licence or the ability to travel between sites as and when needed.

About this company

Derby College is a prominent further education provider located in Derbyshire, England. It offers a wide range of courses and training programs across multiple campuses, including Derby, Ilkeston, and Morley. The college is part of the Collab Group, which consists of high-performing further education institutions.

https://www.derby-college.ac.uk/ (opens in new tab)

Company benefits

Pension scheme, Cycle to Work scheme, 20 days holiday plus College Closure days and Bank Holidays.

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

Opportunity to stay within your current role and become a full-time member of the team, with internal progression routes in the IT department through further experience and IT qualifications.

Ask a question

The contact for this apprenticeship is:

DCG

Niall Nanson

niall.nanson@derby-college.ac.uk

01332387420

The reference code for this apprenticeship is VAC1000320003.

Apply now

Closes in 15 days (Wednesday 28 May 2025 at 11:59pm)

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