IT Service Desk Apprentice

Summary

We are looking for a proactive and customer-focused IT Service Desk Analyst apprentice to join our team in Bolton. In this role, you will be the first point of contact for technical support, ensuring that customer issues are resolved efficiently while delivering excellent service.

Wage

£14,526.20 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

Check minimum wage rates (opens in new tab)

Training course

Information communications technician (level 3)

Hours

Monday - Friday, 9.00am - 5.00pm

37 hours a week

Start date

Wednesday 28 May 2025

Duration

1 year 4 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

Provide first-line IT support via phone, email, and remote assistance
Troubleshoot and resolve Microsoft 365, Dynamics 365, and other IT-related issues
Maintain accurate records of customer interactions and resolutions in our ticketing system
Escalate complex issues to second-line support when required
Proactively identify and suggest improvements in IT processes and customer environments
Spot opportunities for additional services or upgrades and communicate them to the sales team
Work efficiently under pressure, prioritising tasks to meet service level agreements (SLAs)
Learn and adapt to new technologies and methods of working

Where you’ll work

HAMILL HOUSE
112-116 CHORLEY NEW ROAD
BOLTON
BL1 4DH

Training

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

College or training organisation

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

Requirements

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
Customer care skills
Problem solving skills
Initiative
Proactive

Other requirements

- Ability to identify and highlight business opportunities during customer interactions. - Experience with Microsoft 365 and general IT troubleshooting is a plus.

About this company

At Digital Cloud UK, we pride ourselves on delivering products that live up to our promises. We are dedicated to providing world-class support to ensure that your experience with our technology is nothing short of exceptional. The best part? You can enjoy all these benefits without breaking the bank.

https://digitalclouduk.com/ (opens in new tab)

Company benefits

A supportive and dynamic work environment. Career development opportunities with ongoing training. Exposure to a range of Microsoft technologies and digital transformation projects. Competitive salary and benefits package.

After this apprenticeship

The company may offer a full-time position at the end of the apprenticeship

Ask a question

The contact for this apprenticeship is: