Support Desk Co-ordinator Apprentice
J.BRAND LIMITED
Runcorn (WA7 1PF)
Closes in 27 days (Thursday 23 October 2025 at 11:59pm)
Posted on 25 September 2025
Contents
Summary
Reporting to the Support Desk Manager the Support Desk Co-ordinator is responsible for the effective allocation and management of incidents to field engineers, including the efficient use of logistical and field engineering resources.
- Wage
-
£20,000 a year
Check minimum wage rates (opens in new tab)
£20k - £28k p/a
- Training course
- Information communications technician (level 3)
- Hours
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Monday - Friday, 9.00am - 5.30pm. Shifts TBC
37 hours 30 minutes a week
- Start date
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Monday 27 October 2025
- Duration
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1 year 6 months
- Positions available
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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
Reporting to the Support Desk Manager the Support Desk Co-ordinator is responsible for the effective allocation and management of incidents to field engineers, including the efficient use of logistical and field engineering resources.
The Support Desk Co-ordinator is also responsible for maintaining customer awareness and progress of nominated Incidents. The Support Desk Co-ordinator must be highly organised to manage their workload
Tasking of Field Engineers:
- Effective Allocation of Fault Calls to Field Engineers within a pre-defined geographic area
- Re-adjustment of Field Engineer work to meet both Service Levels and customer commitments
Parts Ordering:
Effective utilisation of Logistics resources to meet cost targets
Maintaining Customer awareness of Incident progress:
- Ongoing feedback to the customer both internally and externally via voice and system updates to manage customer expectations on fault resolution
- Report Writing within the timescales to meet contract objectives
Where you'll work
Commissioning Centre, 75-76 Brindley Road
Astmoor Industrial Estate
Runcorn
WA7 1PF
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
- Level 3 Information Communications Technician Apprenticeship Standard
- You will receive full training and support from the Just IT Apprenticeship team to increase your skills and knowledge
- Your training will include gaining internationally recognised Level 3 IT qualifications
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
- Full UK driving licence
- Willingness to learn
- Able to work independently
- Responsible
- Positive attitude
- Motivated
- Passion for ICT
- Hardware and software
- Troubleshooting
Other requirements
Company benefits: Company mobile phone and laptop. Private health care. Pension (a/e). Holiday pay. Internal training and development.
About this employer
Originally set up in 1933 by Joseph Brand as an electrical contracting and repair business in Margaret Street W1, the company today still operates with the same guiding principle of Customer Service underpinning all its many core activities. With Headquarters still based in Margaret Street, J Brand now directly employs over 120 Staff many located regionally – and offers a nationwide-/-European service. Diversification has also enabled J Brand to flourish, with pioneering work being conducted in the late 1970s, when data communications was in its infancy. With the addition of a dedicated support desk facility, configuration centres in London and the North West of England and continued investment in personnel, J Brand is able to offer customers a total network solution for projects across technologies and vertical market sectors.
After this apprenticeship
- 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:
JUST IT TRAINING LIMITED
Ninaf@justit.co.uk
The reference code for this apprenticeship is VAC1000343811.
Apply now
Closes in 27 days (Thursday 23 October 2025 at 11:59pm)
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