IT Service Desk Apprentice

Summary

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

Wage

£23,800 a year

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Training course

Information communications technician (level 3)

Hours

A typical working pattern will be Monday - Friday 9am - 5pm but there could be occasions flexibility is required.

37 hours 30 minutes a week

Start date

Wednesday 21 May 2025

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

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

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

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
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

Your training plan

Information Communications Technician Level 3.

Depending on your experience your training will be tailored to your personal development goals. We work with specialist training partners who will deliver your training through a blended approach of 1-2-1 Coaching, Training Sessions, and Digital Learning.

Requirements

Desirable qualifications

GCSE in:

Maths & English (grade 4 or Equivalent)

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Communication skills
IT skills
Attention to detail
Customer care skills
Problem solving skills
Logical
Team working

Other requirements

It would be desirable if you had familiarity with service desk or help desk software (e.g; Jira, ServiceNow, Zendesk) and Basic knowledge of networking concepts (e.g; TCP/IP, DHCP, DNS). It would also be advantageous if you had experience with Google Workspace and Office 365 administration.

About this company

Joining Bannatyne as an IT Service Desk Apprentice is the perfect opportunity to kickstart your career in IT with a respected and innovative brand. You'll gain valuable hands-on experience solving real-world technical issues, supporting a dynamic business, and working alongside a knowledgeable and supportive IT team. As you learn on the job, you’ll also complete an accredited apprenticeship, helping you build a strong foundation for a successful career in IT. Bannatyne offers a fun, collaborative work environment, competitive benefits, and amazing perks like discounts at their health clubs and spas. If you’re passionate about tech and ready to grow, Bannatyne is the place to be! Join us at Bannatyne, where your experience will make a real impact!

Company benefits

Free Gym Membership. Complimentary lunch or breakfast. 28 days annual leave Gym membership for another person (after 2 years) Discounted Spa Treatments, Spa Goods,Meals and Drinks Mental Health, Well-Being and EAP Services. Awards and Bonuses.

After this apprenticeship

Opportunites to progress and develop further upon sucesful completion of apprenticeship.

Ask a question

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