IT Helpdesk Apprentice

Summary

You will have the opportunity to gain valuable skills, knowledge and experience as you complete a IT systems and Networking - Azure - Level 3 Apprenticeship. Duties will include the timely and accurate logging of customer issues into the Call Management system, from both phone calls and incoming emails.

Wage

£16,000 a year

Check minimum wage rates (opens in new tab)

Training course

Information communications technician (level 3)

Hours

Monday - Friday, Flexi Shift, 8 hours between 7.30am – 5.30pm (1 hour lunch).

40 hours a week

Start date

Monday 5 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

Using the formal call logging system in place, and be responsible for the quality of the information recorded – to be able to produce clear descriptions relating to user problems that ensure timely and efficient solutions
Recognising when a call is urgent and escalate accordingly;
carrying out configuration and testing of new kit prior to install at customer site
The ability to work as part of a team, whilst remaining self-motivated in managing your own workload
The ability to demonstrate an excellent customer service focus when dealing with clients

Where you’ll work

The Quorum
Bond Street
Bristol
Avon,
BS1 3AE

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

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

Requirements

Essential qualifications

GCSE or equivalent 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
Customer care skills
Team working
Non judgemental

About this company

Assured Digital Technologies combines the strengths and value to customers of two highly respected IT businesses: MDS Technologies and Bristol IT Company. The merger of the two businesses generates an even greater proposition for organisations through the compelling and significant complimentary portfolio of services and competencies derived from working with Government, Public Sector and Private Sector/Commercial organisations. We provide a range of services from Managed IT to Software Development and have over 30 years’ experience.

Company benefits

25 days’ holiday plus public holidays, plus your birthday off Private pension scheme with Royal London Mutual Private Medical care Death in Service Benefit Cycle to work and Tech Schemes. flexible working Onsite Gym and Bicycle Parking

After this apprenticeship

Move to IT Support Engineer - or if Apprentice shows a keen interest in other areas of the company we are always looking for more people - IE Security, AI

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