Service Desk Apprentice (Positive Solutions Ltd)
POSITIVE SOLUTIONS LIMITED
Chorley (PR7 4EX)
Closes in 7 days (Tuesday 15 September 2026)
Posted on 7 September 2026
Contents
Summary
The Service Desk Analyst Apprentice will support the IT team in providing first line IT support and excellent customer service to staff across the organisation.
- Wage
-
£16,200 a year
- Training course
- Information communications technician (level 3)
- Hours
-
Monday to Friday 08:30 to 17:00
38 hours 45 minutes a week
- Start date
-
Monday 28 September 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
This is a learning role designed to develop technical knowledge, problem-solving skills, and an understanding of professional service delivery standards. Under supervision, the apprentice will help resolve incidents, assist with service requests, and escalate issues when required, while gaining experience in IT service management, information security (ISO 27001), and quality management (ISO 9001).
Key Responsibilities
Incident and Request Management
- Act as the first point of contact for staff requiring IT support (with guidance and supervision)
- Log, categorise, and prioritise incidents and requests in the service management system
- Learn how to diagnose and resolve common IT issues within agreed timescales
- Escalate more complex issues to second-line support following established processes
Customer Service
- Provide polite, helpful, and professional support to all users
- Keep staff informed of the progress of their requests
- Learn to explain technical issues in simple, clear terms for nontechnical users
ISO 27001 Responsibilities
- Follow company information security policies and procedures
- Handle data and information responsibly, maintaining confidentiality and security
- Report any suspected security risks or incidents to the appropriate team member
ISO 9001 (Quality Management) Responsibilities
- Work in line with company quality standards and processes
- Ensure accurate logging and documentation of tickets
- Suggest improvements to processes as knowledge and confidence grow
Documentation and Knowledge Sharing
- Help maintain up-to-date documentation of incidents and solutions
- Contribute to the service desk knowledge base by recording solutions under supervision
Team Collaboration
- Work closely with colleagues to share learning and support team goals
- Take part in team meetings and training sessions to develop skills and knowledge
Other Duties
Carry out other tasks as requested by the Service Desk Supervisor
Key Metrics for Success
- Demonstrating learning and progression throughout the apprenticeship
- Providing positive customer service experiences
- Accurate and timely logging of tickets
- Contribution to team activities and continuous improvement
Where you'll work
Fairclough House
Church St
Adlington
Chorley
PR7 4EX
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
ESTIO 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
Estio apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. Using their expert knowledge, we’ve purposefully built our programmes around the real-world use of modern technology, so that the skills we create can be directly applied in the workplace.
Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their work experience.
Successful completion of this apprenticeship gives you an accredited Level 3 Information Communications Technician, with training in how to:
- Efficiently operate and control your ICT infrastructure – physical or virtual hardware, software, network services and data storage.
- Use infrastructure management tools to automate the provisioning, testing, deployment and monitoring of infrastructure components.
- Prioritise systems support tasks and monitor and maintaining system performance.
- Maintain regulatory, legal and professional standards.
- Support the information systems needs for your business.
Requirements
Essential qualifications
GCSE in:
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- Attention to detail
- Problem solving skills
- Basic IT troubleshooting
- Customer service skills
- Can do attitude
- Punctual
- Approachable
- Keen to learn
- Want to ask questions
Other requirements
- Understanding of IT systems, hardware, software, and networking (developed through training)
- Wants to learn on the job as well as train
- Open to all tasks that form part of a Service Desk.
About this employer
Putting the patient at the heart of everything, we build software that solves your everyday problems, integrates into your workflows, and empowers your business.
Rather than individual products, we have designed an entire healthcare technology ecosystem. This comprehensive suite of interoperable applications covers every aspect of your operation. As a modular system, you get to build it to suit you, and as you scale, so do our systems and your choices.
After this apprenticeship
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
Service Desk Analyst role would be the next role after an apprenticeship. Then from this role 2nd Line, Platform Support etc if vacancies were available and the candidate wanted this progression.
We also have a development team, etc so there are routes, if available, other than IT within the business.
Ask a question
The contact for this apprenticeship is:
ESTIO TRAINING LIMITED
The reference code for this apprenticeship is VAC2000051408.
Apply now
Closes in 7 days (Tuesday 15 September 2026)
After signing in, you’ll apply for this apprenticeship on the company's website.