IT Helpdesk Apprentice

Summary

This is a fantastic first step into the tech world, offering hands-on experience supporting both external customers and internal staff with a wide range of IT issues. Technical support, software troubleshooting, and modern IT tools — including exposure to AI-driven platforms. Be involved in real IT projects.

Wage

£18,000 a year

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Training course

Information communications technician (level 3)

Hours

Monday to Friday, 9am – 5pm

37 hours 30 minutes a week

Start date

Monday 19 May 2025

Duration

1 year 5 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

Responding to customer support queries via phone, email, and ticketing systems.
Assisting internal staff with IT issues such as setting up accounts, troubleshooting hardware/software problems.
Helping to troubleshoot and deploy systems on premises and in the cloud.
Learning the ins and outs of our software so you can provide accurate, helpful advice.
Learning about all things disaster recovery.
Working alongside experienced technicians on IT projects.
Using AI-powered tools to streamline support processes and explore new ways of working.
Updating internal documentation.
Shadowing team members.
No two days are exactly the same — and there’s always something new to learn!

Where you’ll work

Unit 11 Kilburn House Lloyd Street North
Manchester Science Park
Manchester
M15 6SE

Training

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

College or training organisation

QA 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

This training plan has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

More training information

Why choose our Azure Cloud Support Specialist apprenticeship?

The new Microsoft Azure Cloud Support Specialist Level 3 programme has been designed in partnership with Microsoft to build Azure cloud capabilities in your organisation.

This new Microsoft apprenticeship is part of QA's drive to support Microsoft’s Get On 2021 campaign, a five-year initiative to help 1.5 million people build careers in technology and help 300,000 connect to tech job opportunities.

QA’s Azure Cloud Support Specialist Level 3 apprenticeship programme enables the apprentice to:

Learn on-premise and cloud-enabled technologies and services
Learn technical content that aligns to and is relevant to employers and the market
Gain an Azure Fundamentals Qualification and a Microsoft 365 fundamentals qualification
Get an introduction to Windows, Linux and PowerShell

Tools and technologies learned: Learners will learn to use Microsoft Azure, Microsoft 365, Windows 10, AWS, Linux, PowerShell.

Requirements

Essential qualifications

GCSE in:

3 of any subject (grade 4+ (A* - C))
Maths & English (grade 3+ (D or above))

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
Organisation skills
Team working

Other requirements

About QA: Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 30,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed. Interested? Apply now!

About this company

Macrium Software create world-class backup and disk imaging software that’s trusted by millions of IT professionals and home users around the globe. From protecting mission-critical systems in businesses to helping individuals safeguard their personal data, their solutions are built for performance, reliability, and peace of mind. They are a proud UK-based company with a global reach, that thrive on innovation. They are big enough to be serious, but small enough that every team member makes a real impact. You won’t get lost in a crowd here – instead, you’ll be working directly with passionate developers, technical experts, and a company that truly values learning and growth.

Company benefits

Work from home 2 days per week. Friday team breakfasts to end the week right. Smart-casual dress code. After-work social events. Annual Christmas party. Office perks: bar, arcade machine and chill-out spaces.

After this apprenticeship

All of the company’s former apprentices still work for the company and have gone on to be promoted in to new and exciting roles in the company on successful completion of their apprenticeships with more responsibility, training and opportunities including working from their offices in London and the United States plus salary and benefits enhancements.

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