IT Service Desk Apprentice
OSBORNE CLARKE SERVICES
Bristol (BS1 6AJ)
Closes in 26 days (Monday 1 December 2025)
Posted on 3 November 2025
Contents
Summary
Osborne Clarke will support your development to manage the resolution of computer software and hardware problems and assist in the maintenance of the systems and processes through providing telephone, email and remote support to global users of the IT systems at Osborne Clarke and providing client site support when required.
- Wage
-
£24,000 a year
- Training course
- Information communications technician (level 3)
- Hours
-
Your working pattern will be on a rota basis covering Monday to Friday 7am – 7pm based in our Bristol office, with one day per week for study leave.
35 hours a week
- Start date
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Monday 8 December 2025
- Duration
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1 year 5 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
- Provide telephone, email and remote access support to users of IT systems across multiple international sites within established and strict SLA's & KPI's
- Take part in the resourcing of the Guru Bar – IT's user facing facility to offer assistance for anything IT related
- Maintain timely and quality incident closure, aiming for first-time fixes where possible and escalation to next level where required
- Ensure client satisfaction with timely communications and updates
- Ensure full and correct information is collected and entered into incident record
- Ensure that IT solutions are relevant to the business need and developed to meet end user requirements
- Improve own skills and knowledge with support of the IT Services team and help maintain knowledge documentation for implemented resolutions
- Actively collaborate with other members of the IT team to distribute workload effectively
- Understand and adopt the principles of acting as a professional service provider to ensure a consistent standard of support to customers, which will be measured through feedback
- Contribute to the continuous review and improvement of IT Services team processes
- Keep up with advances in technology, new software and hardware in order to serve as an advisor to clients and other employees
- Manage own workload and incident queue whilst monitoring the main Service Desk queue for new incidents and requests, ensuring all calls are kept up to date
- Understand the responsibilities associated with working in a regulated environment, and adhering to SRA obligations
- Understand information security and data protection initiatives and regulations
- Understand and demonstrate a full understanding of information security and data security policies, best practices, and implications
Where you'll work
Halo
Counterslip
Bristol
BS1 6AJ
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
QA 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
Why choose our Azure Cloud Support Specialist apprenticeship?
The new Microsoft Azure Cloud Support Specialist Level 3 programme has been designed in partnership with Microsoft to build Azure cloud capabilities in your organisation.
This new Microsoft apprenticeship is part of QA's drive to support Microsoft’s Get On 2021 campaign, a five-year initiative to help 1.5 million people build careers in technology and help 300,000 connect to tech job opportunities.
QA’s Azure Cloud Support Specialist Level 3 apprenticeship programme enables the apprentice to:
- Learn on-premise and cloud-enabled technologies and services
- Learn technical content that aligns to and is relevant to employers and the market
- Gain an Azure Fundamentals Qualification and a Microsoft 365 fundamentals qualification
- Get an introduction to Windows, Linux and PowerShell
Tools and technologies learned: Learners will learn to use Microsoft Azure, Microsoft 365, Windows 10, AWS, Linux, PowerShell.
Requirements
Essential qualifications
GCSE in:
- 3 of any subject (grade 4+ (A* - C))
- Maths & English (grade 3+ (D or above))
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Customer care skills
- Problem solving skills
- Team working
About this employer
Osborne Clarke is an international legal practice with the goal to help clients and people succeed in tomorrow’s world. In a business environment that’s facing new digital, economic, political and environmental challenges, Osborne Clarke help clients to gain a competitive advantage by providing commercially focused insights and legal services. The company has been around for over 250 years and have a presence across Europe, Asia and the US. Within core sectors, clients range from market leaders to fast-growth companies.
Company benefits
We offer competitive salaries and generous benefits. We value the health and wellbeing of our people and our wide range of initiatives and benefits support this. This an opportunity for continued employment and progression after the apprenticeship.
After this apprenticeship
90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.
Ask a question
The contact for this apprenticeship is:
QA LIMITED
The reference code for this apprenticeship is VAC1000349237.
Apply now
Closes in 26 days (Monday 1 December 2025)
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