Apprentice ICT Service Desk Engineer

Summary

Here at Great Places, we will support you to gain your apprenticeship and provide you with lots of additional training and development opportunities and enable you to participate in a range of projects to enhance the skills you develop. Our last 3 IT apprentices recruited in the last 3 years both secured full time roles in our Tech Services team.

Wage

£20,334 a year

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Training course

Information communications technician (level 3)

Hours

Monday - Friday, working either 8.00am to 4.00pm or 9.00am to 5.00pm. Will be discussed on interview.

35 hours a week

Start date

Monday 2 June 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

Reporting to the Service Desk Team Lead, the Apprentice ICT Service Desk Engineer will provide support to internal customers, helping them to be productive when using technology to do their own jobs, by using tools to problem solve and trouble shoot non routine problems. They will also be involved in setting up people up on systems and providing support when needed, rectifying issues to maintain the organisations productivity.

What you’ll be doing, over time and with training and supervision of an experienced colleague…

Helping diagnose malfunctioning systems, hardware and software
Logging and managing ICT technical support incidents and queries
Setting up new users on both our systems and on any hardware required for their role
Testing new software and hardware and reporting on its suitability to the business
Creating new knowledge base articles for our customer portal and other members of the team
Assisting with the ongoing provision of a secure ICT infrastructure
Acting as part of the first line team you will be responsible for managing the teams queue as well as your own so as to deliver services within agreed service level agreements
Acting as a first point of contact to the colleagues, you will problem solve users technical questions to a wide range of abilities.
Maintaining our asset register along with user profiles and system access rights
Completing all requirements of the apprenticeship programme and ensure other essential learning has been achieved within an a timely manner
Representing Great Places in a professional manner with integrity, inclusivity and respect for diversity
Treating customers and colleagues with respect and empathy
Working 35 hours per week and having a flexible approach to work

Where you’ll work

2A Derwent Avenue
Manchester
M21 7QS

Training

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

College or training organisation

BALTIC TRAINING SERVICES 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 Communication Technician (ICT) Level 3
Functional skills in maths and English level 2, if required
Internal and external training opportunities

Requirements

Desirable qualifications

GCSE or equivalent in:

English (grade C/4)
Maths (grade C/4)

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
Organisation skills
Customer care skills
Problem solving skills
Analytical skills
Logical
Team working
Creative
Initiative
Patience

About this company

Great Places Housing Group is a modern, forward-looking profit-for-purpose organisation. Our vision is to create great homes in great communities, which would not be achievable without the great people in Great Places’ workforce. Whilst social purpose is very much at the core of what we do, we balance this responsibly with a commercial perspective to ensure our vision is sustainable in the longer term.

https://www.greatplaces.org.uk/ (opens in new tab)

Company benefits

Competitive pension, 26 days holiday plus bank holidays, increasing with service, cycle to work scheme, season ticket loans for public transport plus.

Disability Confident

A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.

You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.

After this apprenticeship

Here at Great Places Housing group we are passionate to support your career development and will provide the successful individual with a range of skills and experience to develop a strong career within ICT.

Ask a question

The contact for this apprenticeship is:

Great Places Housing Group

Ste Molyneux

learninganddevelopment@greatplaces.org.uk

The reference code for this apprenticeship is VAC1000314708.

Apply now

Closes in 4 days (Monday 28 April 2025)

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After signing in, you’ll apply for this apprenticeship on the company's website.

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