IT Service Desk Apprentice

Summary

Are you tech-savvy, a problem-solver, and passionate about IT? Bannatyne is looking for an enthusiastic IT Service Desk Apprentice to join our dynamic team!

Annual wage: £12,480 to £22,308 a year
Minimum wage rates (opens in new tab)
Training course: Information communications technician (level 3)
Hours: Monday - Friday with some weekend working required. Shifts tbc.
37 hours a week
Possible start date: Monday 11 November
Duration: 1 year 3 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

A typical day in the life of an IT Service Desk Apprentice:

Act as the first point of contact for users requiring IT support, including troubleshooting and resolving hardware, software, and network issues.
Log and prioritise IT support tickets, ensuring timely and accurate resolution and documentation.
Assist in the installation, configuration, and setup of new hardware (e.g., computers, printers) and software applications.
Assist with managing user accounts, including password resets, new user setups, and user permissions in systems like Google Workspace.
Assist with troubleshooting basic network issues, such as connectivity and Wi-Fi problems.
Provide excellent customer service to Bannatyne employees by ensuring a helpful, friendly, and proactive approach to solving IT issues.
Escalate more complex IT issues to second-line or senior IT staff when necessary.
Work closely with the IT team and other departments to understand their needs and provide relevant support.
Maintain accurate documentation for support tickets, common procedures, and troubleshooting guides.
Assist in providing basic IT training to users to help them work more efficiently with the technology provided.
Support project work where required, including setting up new users and equipment for new sites or departments.
Participate in regular training sessions and complete assigned coursework as part of the apprenticeship.
Stay up to date with IT industry trends, tools, and best practices to enhance service delivery.

Where you’ll work

Power House

Haughton Road

Darlington

Co Durham

DL1 1ST

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

LEARNING CURVE GROUP LIMITED

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