IT Apprentice

DOUGLAS MACMILLAN HOSPICE

STOKE-ON-TRENT (ST33NZ)

Closes in 16 days (Sunday 8 March 2026)

Posted on 19 February 2026

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Summary

You will be the first point of contact for our staff in need of IT assistance. You will need utilise your problem-solving skills and technical knowledge to resolve issues quickly and efficiently. If you are enthusiastic and eager to contribute to the success of our organisation, we want to hear from you! 

Wage

Competitive

Competitive wage offered

Check minimum wage rates (opens in new tab)

Salary is dependent on applicants age and government rates.

Training course
Information communications technician (level 3)
Hours
37.5 hours a week (office based) 9am - 5pm, 5 days over 6 days. Exact working days and hours TBC

37 hours 30 minutes a week

Start date

Wednesday 1 April 2026

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

  • Provide first-line technical support to staff at our Hospices and retail outlets
  • Respond to IT support requests via phone, email, and in-person, ensuring timely resolution
  • Troubleshoot hardware, software, and network issues to ensure minimal disruption to operations
  • Assist with the setup and maintenance of IT equipment and systems
  • Creation and updating of IT Helpdesk processes and procedures
  • Provide end user training on hardware and software applications
  • Maintain accurate records of support requests and resolutions in our ticketing system
  • Collaborate with team members to improve processes and enhance service delivery

Where you'll work

Douglas Macmillan Hospice
Barlaston Road
STOKE-ON-TRENT
ST33NZ

Training

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

Training provider

NEWCASTLE AND STAFFORD COLLEGES GROUP

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

  • Information Communications Technician Level 3
  • One day per week study day
  • Apprentices are supported with employer site visits every 3-4 weeks

 

Requirements

Essential qualifications

GCSE in:

  • English (grade Grade 4/C or above)
  • ICT (grade Grade 4/C or above)
  • Maths (grade Grade 4/C or above)

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
  • Organisation skills
  • Customer care skills

Other requirements

The role will require a DBS check which would be processed and paid for by the Hospice. Full driving licence and access to own vehicle is desirable.

About this employer

At Dougie Mac we are recruiting employees to join our rapidly growing team. We currently have over 400 employees who work together to provide exceptional care and support to patients and their families in North Staffordshire and Stoke-on-Trent.

https://dougiemac.org.uk/about-us/ (opens in new tab)

Company benefits

  • 35 days of annual leave, rising with length of service
  • Options to buy and sell annual leave
  • Hospice-paid Healthcare Cash Plan
  • Competitive Pension Scheme
  • Free on-site parking

After this apprenticeship

Could lead to a permanent position.

Ask a question

The contact for this apprenticeship is:

NEWCASTLE AND STAFFORD COLLEGES GROUP

The reference code for this apprenticeship is VAC2000016483.

Apply now

Closes in 16 days (Sunday 8 March 2026)

After signing in, you’ll apply for this apprenticeship on the company's website.