IT Support Apprentice
Arts Council England - Manchester
The Hive (M1 1FN)
Closes in 16 days (Friday 20 November 2026)
Posted on 3 November 2026
Contents
Summary
The Apprentice Service Desk Analyst will join the Digital and Technology team to develop practical IT skills while supporting colleagues across Arts Council England. Working alongside experienced professionals, you will gain hands-on experience in delivering customer-focused IT support, resolving technical issues, and helping staff make the right decisions.
- Wage
-
£26,051 a year
- Training course
- Information communications technician (level 3)
- Hours
-
Monday - Friday 8.00am - 6.00pm.
35 hours a week
- Start date
-
Monday 7 December 2026
- Duration
-
1 year 7 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
Main day to day responsibilities:
- With support from experienced colleagues, you will help provide a responsive and customer-focused IT support service to staff across the organisation
- Learn how to diagnose and resolve common IT incidents and service requests, escalating more complex issues when required
- Learn how to support users with hardware, software, mobile devices and Microsoft 365 applications
- Assist in setting up laptops, phones and equipment for new starters
- Use the IT Service Management system to accurately record, categorise and track support requests
- Support colleagues with basic troubleshooting and clear user guidance, communicating in accessible language and avoiding unnecessary technical jargon
- Help keep colleagues informed about the progress of their support requests and learn how service targets are managed
- Work with other Digital and Technology colleagues and external service providers to support the resolution of incidents and requests
- Learn how starters, leavers and organisational changes are reflected in system directories and group memberships, following the correct authorisation processes
- Look for opportunities to improve the user experience and share suggestions with the Service Desk Supervisor
- Participate in training, apprenticeship workshops and self-development activities
- Work towards achieving your apprenticeship qualification and agreed learning objectives
- You may be required to travel to other Arts Council England locations across England
- You will contribute to a positive working culture by taking a proactive approach to learning, responding to change, inclusive practice and environmental responsibility
- You will reflect the Nolan Principles of Public Life and Arts Council England's values, with a commitment to equality, diversity and inclusion
Where you'll work
The Hive
M1 1FN
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
LIFETIME TRAINING GROUP 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
Information Communications Technician Apprenticeship L3 including Functional Skills in Maths and English.
Requirements
Desirable qualifications
null in:
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Team Working
- Organisation Skills
About this employer
We are the national development agency for creativity and culture. We help people in every corner of the country to experience and benefit from creativity. We do this by investing in artists and organisations that make and deliver exceptional, inspirational work for our communities.
After this apprenticeship
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
Ongoing Training and development.
Ask a question
The contact for this apprenticeship is:
LIFETIME TRAINING GROUP LIMITED
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apprenticerecruitment@lifetimetraining.co.uk
01173017146
The reference code for this apprenticeship is VAC2000062246.
Apply now
Closes in 16 days (Friday 20 November 2026)
After signing in, you’ll apply for this apprenticeship on the company's website.