IT Service Desk Apprentice

Summary

Working within the IT Support team to provide technical support for incidents, requests, and changes via assigned tickets. Providing support to the rest of the team when required, whilst study Level 3 Information Communications Technician Apprenticeship within the workplace and remotely.

Annual wage

£14,722.50 a year

Minimum wage rates (opens in new tab)

In-line with minimum apprentice wage brackets as of April 2025. 16-18 £7.55ph = £14,722.50pa 18-20 £10.00ph = £19,500pa 21+ £12.21ph = £23,809.50pa

Training course

Information communications technician (level 3)

Hours

8.45am - 5.15pm Monday – Friday includes 1 hour unpaid lunch.

37 hours 30 minutes a week

Possible start date

Saturday 1 February

Duration

1 year 6 months

Positions available

1

Work

As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.

What you’ll do at work

Triage incoming technical support incidents, requests, and changes.
Management of assigned tickets in a timely fashion.
Provide updates, ensure ongoing customer communication is maintained.
Provide excellent customer service
Work with other internal and 3rd party teams
Contribute to service desk incidents through to completion.
Work alone and as part of a team.
Work effectively on the service desk system, keeping all tickets fully updated in real time.
Possible on-site visits as a representative of the team to resolve a technical incident. Along with any other duties.

Where you’ll work

84 Fisherton Street

Salisbury

SP2 7QY

Training

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

College or training organisation

WILTSHIRE COLLEGE AND UNIVERSITY CENTRE

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 is a workbased apprenticeship
L3 Information communications technician Apprenticeship Standard

Requirements

Essential qualifications

GCSE in:

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

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
Team working
Non judgemental
Good keyboard skills
Eager to learn
Self-motivated

Other requirements

Must be able to get to/from place of work in a safe and timely manner Excellent communication skills - written and verbal Friendly, confident and professional on calls Good attention to detail & problem-solving skills. Good understanding of Microsoft Office software Interviews take place face to face at our Head Office in Salisbury

About this company

Fexco Property Services Group consists of 4 property management brands. We work with 8 out of the 10 top UK developers and we currently manage a portfolio of 90,000+ properties. Collectively, there are 12 regional offices across England & Wales supported by in-house teams which manage Admin & Finance, HR, H&S, Marketing & Communications and Legal & Compliance, so you’ll be joining a well-established and growing group.

https://www.fexcopropertyservices.co.uk (opens in new tab)

After this apprenticeship

After the apprenticeship there may be an opportunity of moving onto 1st line with continued in-house training to potentially move up the support ladder. Possible additional qualification opportunities in line with company policies.

Ask a question

The contact for this apprenticeship is:

WILTSHIRE COLLEGE AND UNIVERSITY CENTRE

The apprenticeship team

apprenticeships@wiltshire.ac.uk

08453452235

The reference code for this apprenticeship is VAC1000291055.

Apply now

Closes on Friday 31 January

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