IT Helpdesk Apprentice

REFRESH SUPPORT LIMITED

Bristol (BS37 6DA)

Closes in 24 days (Sunday 17 May 2026 at 11:59pm)

Posted on 22 April 2026

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Summary

This is a hands-on apprenticeship where you’ll gain real-world experience while developing your technical skills. You’ll be supporting a wide range of clients, helping to resolve IT issues and ensuring excellent customer service at all times.

Wage

£17,500 a year

Check minimum wage rates (opens in new tab)

Training course
Information communications technician (level 3)
Hours
Monday–Friday, 9:00am–5:00pm (37 hours per week, including one day of study).

37 hours a week

Start date

Monday 3 August 2026

Duration

2 years

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

Key Responsibilities: 

  • Handling incoming support calls and emails
  • Logging and managing tickets within the helpdesk system
  • Prioritising and troubleshooting IT issues through to resolution
  • Escalating complex problems when required
  • Occasionally visiting client sites to provide on-site support

You’ll gain experience in areas such as:

  • IT support and troubleshooting
  • Networking and systems maintenance
  • Cybersecurity and data protection
  • Software installation and upgrades
  • Customer communication and service delivery

Where you'll work

First floor offices, Brick House, 21 Horse St
Chipping Sodbury
Bristol
BS37 6DA

Training

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

Training provider

SOUTH GLOUCESTERSHIRE AND STROUD COLLEGE

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

You’ll complete a Level 3 Information Communications Technician apprenticeship, delivered in partnership with SGS College.

Your training will include:

  • A Level 3 qualification (equivalent to A-levels)
  • On-the-job learning and mentoring
  • One day per week dedicated to study (Blended - college and online)
  • End-point assessment and portfolio development

Requirements

Essential qualifications

GCSE in:

  • English (grade 4 and above)
  • Maths (grade 4 and 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
  • Attention to detail
  • Customer care skills
  • Problem solving skills
  • Administrative skills
  • Analytical skills
  • Logical
  • Team working
  • Initiative
  • Patience

About this employer

We specialise in supporting small to medium-sized businesses with practical, reliable IT solutions. Our straightforward approach and transparent pricing help our clients get the most from their technology.

https://www.refresh-it.co.uk/ (opens in new tab)

After this apprenticeship

Opportunity for a permanent role upon completion.

Ask a question

The contact for this apprenticeship is:

SOUTH GLOUCESTERSHIRE AND STROUD COLLEGE

Elaine Baillie

elaine.baillie@sgscol.ac.uk

The reference code for this apprenticeship is VAC2000027757.

Apply now

Closes in 24 days (Sunday 17 May 2026 at 11:59pm)