Junior IT Service Desk Support Representative - Apprenticeship
IAM COMPLIANT LIMITED
Chester (CH3 5AN)
Closes in 4 days (Wednesday 30 April 2025 at 11:59pm)
Posted on 2 April 2025
Contents
Summary
An exciting opportunity to gain hands-on experience in IT support while learning from industry experts. The team helps customers troubleshoot technical issues, ensuring they get the most out of our innovative SaaS platform. As an apprentice, you’ll receive training & mentorship, developing the skills needed to succeed in the tech industry.
- Wage
-
£23,000 a year
- Training course
- Information communications technician (level 3)
- Hours
-
Monday to Friday 9am to 5pm
37 hours a week
- Start date
-
Monday 12 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
-Assisting customers with IT support queries via email, chat, and phone.
- Learning how to diagnose and resolve basic technical issues.
- Helping with data uploads and working with Excel spreadsheets to format information for our systems.
- Supporting the team with setting up and managing Single Sign-On (SSO) and other integrations.
- Documenting common issues and updating the knowledge base to help customers self-serve.
- Collaborating with different departments, including Customer Support and Account Management.
- Identifying potential system improvements and feeding ideas into the team.
Where you’ll work
The Steam Mill Business Centre
Steam Mill Street
Chester
CH3 5AN
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
College or training organisation
PRIMARY GOAL LTD
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
- Comprehensive introductory modules to technical concepts
- Level 3 Information Communications Technician apprenticeship standard
- Training for all pathways of your IT career (support technician, network technician, digital communications technician)
- Specialising in a portfolio of evidence for the Support Technician pathway
- e-learning training materials
- Bi-weekly virtual classroom training on all options of the apprenticeships
- Access to virtual labs to develop technical competency
- Monthly work-based coaches visits and competency checks
- 9 am – 5 pm Support desk for technical support
- Personal Learning and Thinking Skills and Key Skills development
- Option for vendor and technical certificates- e.g. CompTIA
More training information
- CompTIA A + (Exam 1 and 2)
- CompTIA Cloud Essentials
Requirements
Desirable qualifications
GCSE in:
- English (grade 4)
- Maths (grade 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
- Administrative skills
- Logical
- Team working
- Creative
- Initiative
- Patience
About this company
iAM Compliant is a web-based (SaaS) scalable safety management tool, specifically designed to help you with everyday health and safety compliance, reporting, eLearning and more. You can create regular tasks, assign jobs, produce reports, and even prevent potential issues happening before they occur.
After this apprenticeship
This is a great opportunity for you to develop skills that will enhance your networking career. On passing your Primary Goal apprenticeship, you will gain professional recognition for the Register of IT Technician (RITTech).
We also offer a progressive step in some cases, onto our Level 4 Network Engineer apprenticeship programme.
Ask a question
The contact for this apprenticeship is:
PRIMARY GOAL LTD
Isha Amin-Patel
Isha.Amin-Patel@primarygoal.ac.uk
The reference code for this apprenticeship is VAC1000313404.
Apply now
Closes in 4 days (Wednesday 30 April 2025 at 11:59pm)
When you apply, you’ll be asked to sign in with a GOV.UK One Login. You can create one at the same time as applying for this apprenticeship.