Service Desk Apprentice (Positive Solutions Ltd)

POSITIVE SOLUTIONS LIMITED

Chorley (PR7 4EX)

Closes in 29 days (Sunday 19 October 2025 at 11:59pm)

Posted on 19 September 2025

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Summary

The Service Desk Analyst Apprentice will support the IT team in providing first line IT support and excellent customer service to staff across the organisation.

Wage

£14,722.50 to £23,809.50, depending on your age

National Minimum Wage

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The salary will be dependent on age • £12.21 (aged 21 and over) • £10 (aged 18 to 20) • £7.55 (aged under 18) • £7.55 (apprentice rate)

Training course
Information communications technician (level 3)
Hours
Monday - Friday, 08:30 - 17:00

37 hours 30 minutes a week

Start date

Wednesday 29 October 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

This is a learning role designed to develop technical knowledge, problem-solving skills, and an understanding of professional service delivery standards. Under supervision, the apprentice will help resolve incidents, assist with service requests, and escalate issues when required, while gaining experience in IT service management, information security (ISO 27001), and quality management (ISO 9001).

Duties and key responsibilities:

Incident and Request Management:

  • Act as the first point of contact for staff requiring IT support (with guidance and supervision)
  • Log, categorise, and prioritise incidents and requests in the service management system
  • Learn how to diagnose and resolve common IT issues within agreed timescales
  • Escalate more complex issues to second-line support following established processes

Customer Service:

  • Provide polite, helpful, and professional support to all users
  • Keep staff informed of the progress of their requests
  • Learn to explain technical issues in simple, clear terms for nontechnical users

ISO 27001 Responsibilities:

  • Follow company information security policies and procedures
  • Handle data and information responsibly, maintaining confidentiality and security
  • Report any suspected security risks or incidents to the appropriate team member

ISO 9001 (Quality Management) Responsibilities

  • Work in line with company quality standards and processes
  • Ensure accurate logging and documentation of tickets
  • Suggest improvements to processes as knowledge and confidence grow

Documentation and Knowledge Sharing:

  • Help maintain up-to-date documentation of incidents and solutions
  • Contribute to the service desk knowledge base by recording solutions under supervision

Team Collaboration:

  • Work closely with colleagues to share learning and support team goals
  • Take part in team meetings and training sessions to develop skills and knowledge

Other Duties:

Carry out other tasks as requested by the Service Desk Supervisor to support the team and organisation

Where you'll work

Fairclough House
Church St
Adlington
Chorley
PR7 4EX

Training

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

Training provider

FIREBRAND 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

This training schedule has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

More training information

Firebrand’s sector-leading Level 3 Information Communication Technician (L3ICT) Apprenticeship Programme trains apprentices to deliver efficient operation and control of the IT and Telecommunications infrastructure and to deliver and support the information systems needs of an organisation. Options include pathways for Support Technician, Network Technician and Digital Communications Technician.

Firebrands course is delivered either Online (online live instructor led), or face to face in the classroom environment (your choice). Our Subject Matter Experts (SMEs), Learning Mentors (LMs) and world-leading trainers prepare apprentices to work across multiple sectors.

Completion of this apprenticeship will provide learners with the following world class vendor certifications in addition to the Information Communication Technician apprenticeship:

  • Microsoft Certified Azure Fundamentals (AZ-900)
  • CompTIA IT Fundamentals+
  • Certiport IT Specialist Networking
  • Microsoft Certified Azure Administrator Associate (AZ-104)

Key areas covered are: 

Support Technician:

  • Maintenance or repair of systems faults
  • Support for the roll-out of installation and commission of new systems or upgrades

Network Technician:

  • Installation and commission of networks
  • Maintenance or repair of network equipment
  • Installation, configuration or maintenance task on either ICT related hardware or software

Digital Communications Technician:

  • Installation and commission of telecoms networks
  • Maintenance or repair of telecoms network equipment
  • Installation, configuration or maintenance task on either ICT related hardware or software

Requirements

Essential qualifications

GCSE in:

GCSE's including English and Maths (grade (A*-C/9-4 or equivalent))

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

  • Communication skills
  • Attention to detail
  • Customer care skills
  • Problem solving skills
  • Troubleshooting skills
  • Can do attitude
  • Willingness to learn
  • Punctual
  • Approachable
  • Keen to learn
  • Want to ask questions

Other requirements

• Demonstrating learning and progression throughout the apprenticeship • Providing positive customer service experiences • Accurate and timely logging of tickets • Contribution to team activities and continuous improvement

About this employer

Putting the patient at the heart of everything, we build software that solves your everyday problems, integrates into your workflows, and empowers your business. Rather than individual products, we have designed an entire healthcare technology ecosystem. This comprehensive suite of interoperable applications covers every aspect of your operation. As a modular system, you get to build it to suit you, and as you scale, so do our systems and your choices.

Company benefits

Pension, Cycle to Work, Mawdsleys Perks, Holiday Trading, Death in Service and Assistance Program.

After this apprenticeship

  • Service Desk Analyst role would be the next role after an apprenticeship
  • Then from this role 2nd Line, Platform Support etc if vacancies were available and the candidate wanted this progression
  • We also have a development team, etc so there are routes, if available, other than IT within the business

Ask a question

The contact for this apprenticeship is:

FIREBRAND TRAINING LIMITED

Leia Knights

LeiaKnights@bpp.com

01133500333

The reference code for this apprenticeship is VAC1000343035.

Apply now

Closes in 29 days (Sunday 19 October 2025 at 11:59pm)

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