IT Helpdesk Apprenticeship

Summary

Are you eager to dive into the world of IT and technical support? As an apprentice in our Technical Support team, you’ll be the first point of contact for customers using our rental software solutions also assist your colleagues by providing essential 1st and 2nd level IT support.

Annual wage: £13,312 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: Monday - Thursday, 9.00am - 6.00pm in the office. Friday remote based learning.
40 hours a week
Possible start date: Friday 1 November
Duration: 1 Year 6 Months
Positions available: 1

Work

As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.

What you’ll do at work

This apprenticeship is designed to equip you with the skills and experience you need to succeed in the tech industry.

What you will do:

Resolve Customer Issues: Take ownership of customer problems, from simple password resets to more complex issues like server backups, SQL Server problems, or system outages. You’ll work towards resolving each issue efficiently
Escalate When Necessary: Follow established procedures to escalate unresolved issues to the appropriate internal teams, ensuring timely and effective solutions
Guide Clients: Communicate clearly with clients, guiding them through technical solutions via phone, email, or chat until their issues are resolved
Collaborate with Experts: Work alongside colleagues and internal teams, such as software developers, to tackle complex problems and find the best solutions
Provide Timely Feedback: Offer prompt and accurate updates to clients, keeping them informed and reassured throughout the resolution process
Learn and Grow: Fully engage with all learning activities, assignments, and exams as part of your internship, building your knowledge and skills

Where you’ll work

OAKWOOD

GROVE PARK INDUSTRIAL ESTATE

WALTHAM ROAD

WHITE WALTHAM

SL6 3LW

Training

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

College or training organisation

THE WINDSOR FOREST COLLEGES GROUP

Your training course

Information communications technician (level 3)

Equal to A level

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