IT Service Technician Apprentice

JUST I.T. TRAINING LIMITED

London (W1T 1LN)

Closes in 20 days (Friday 8 August 2025 at 11:59pm)

Posted on 17 July 2025

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Summary

Ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritising, documenting, and actively resolving end-user service desk requests and escalating incidents when considered appropriate and necessary to maintain user expectations.

Wage

£25,000 a year

Check minimum wage rates (opens in new tab)

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

37 hours 30 minutes a week

Start date

Monday 11 August 2025

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

DUTIES AND REPONSIBILITIES

Ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritising, documenting, and actively resolving end-user service desk requests and escalating incidents when considered appropriate and necessary to maintain user expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.
Proactively help teams across the BFI to use their corporate technology to work smartly and safely, improving productivity, collaboration, and security.

Operational Management:

  • Build rapport and elicit problem details from service desk customers
  • Provide first contact support for incoming requests, and prioritise incidents and service requests in a professional manner, aligned to our SLA
  • Escalate incidents to a suitable technician when required. Work alongside other team members to triage service requests and incidents using an ITIL framework
  • Record, track, and document the service desk incident-solving process within our ITSM ticketing system, including all successful and unsuccessful decisions made and actions taken, through to final resolution
  • Use remote tools and diagnostic utilities to aid in troubleshooting.
  • Research solutions through internal and external knowledge base as needed and provide suggestions for continual improvement
  • Provide 1st line support resolution for Windows, MacOS and iOS-based devices and systems
  • Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined
  • Provide on-site support on a rotating basis from any BFI hub
  • Perform preventative maintenance, including checking of workstations, printers, peripherals, meeting rooms & AV equipment, and public-facing technology within our venue
  • Organise and maintain our storage locations and keep our asset database updated
  • Assist in the secure disposal of retired equipment and maintain accurate records
  • Provide support for our Multi-Function Devices, including toner replacements, coordinating repairs and related software issues.
  • Provide basic networking support, including patching, cable runs and diagnosing endpoint connectivity issues
  • Assist in building, securing, testing and deploying end user hardware, and support the handover process to new and existing staff

Where you'll work

21 Stephen Street
London
W1T 1LN

Training

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

Training provider

JUST IT TRAINING 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

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

  • 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

Requirements

Essential qualifications

GCSE in:

  • English (grade C/4 +)
  • Maths (grade C/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
  • Organisation skills
  • Customer care skills
  • Problem solving skills
  • Presentation skills
  • Administrative skills
  • Analytical skills
  • Logical
  • Team working
  • Initiative
  • Patience
  • Positive attitude
  • Motivated
  • Hard-working
  • Willingness to learn
  • Hardware and software
  • Excellent time management

About this employer

The British Film Institute (BFI) is the UK's lead organization for film and the moving image. It's a cultural charity and distributor of National Lottery funds, dedicated to promoting and preserving filmmaking and television in the UK. The BFI also manages the BFI National Archive, one of the world's largest and most important collections of film and television.

After this apprenticeship

  • Potential for permanent role after completion of apprenticeship for the right candidate.

Ask a question

The contact for this apprenticeship is:

JUST IT TRAINING LIMITED

Hello@justit.co.uk

The reference code for this apprenticeship is VAC1000332301.

Apply now

Closes in 20 days (Friday 8 August 2025 at 11:59pm)

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