Apprentice IT Service Desk Analyst

Summary

Do you have a passion for problem-solving, or maybe you’re the tech-expert amongst your friends? GammaLabs is on the lookout for two 1st Line IT Support Apprentices who are ready to be at very centre of the company’s IT team where you will gain the skills to develop into a capable IT professional.

Wage

£21,100 a year

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Training course

Information communications technician (level 3)

Hours

Monday to Friday, 9.00am - 5.00pm, In office.

35 hours a week

Start date

Monday 1 September 2025

Duration

1 year 5 months

Positions available

2

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

The role will focus on offering technical support and customer service to employees at Gamma. The main responsibility will be to manage IT requests and incidents, also known as ‘tickets’, working to resolve them in a timely manner and making sure Gamma’s team can stay connected and productive online.

The purpose of this apprentice position is to develop your skills over time until you are able to move into an experienced 1st Line IT Administrator role.

As an apprentice you will receive guidance and support from your manager and team to eventually become independent in your role.

You will be taught everything you need to know, especially the technical knowledge, however, as an apprentice, you can expect to:

Build laptops and accounts and complete the IT enrolment for each new employee
Become the first point of contact (1st line) for all IT Service requests and issues
Develop the skills to quickly and accurately solve reported issues and requests, giving a solution where possible
To help employees in using Gamma IT systems, this could also involve training other employees
To document interactions within the ticket management tool
To make sure Gamma policies and processes are being followed

Where you’ll work

11 Northampton Road
Manchester
M40 5BP

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

Information Communications Technician Level 3 Apprenticeship Standard

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
Organisation skills
Problem solving skills
Team working

About this company

Gamma help businesses stay connected through services like communication systems, broadband and internet connectivity, and mobile solutions. They’re a fast-growing, people-focused company that offers real career progression and development. They are empowering people at the heart of good business. Their vision is for a better-connected world in which we can work smarter for the benefit of business, people and the planet. Their solutions power communication across the UK and Europe - from small businesses to major enterprise and public sector organisations. They are looking for curious, ambitious people to join them on that journey. Whether you're passionate about technology, people, problem-solving or creativity, there’s a place for you

https://employers.sanctuarygraduates.co.uk/gammaapprenticeships/ (opens in new tab)

Company benefits

25 days annual leave, plus your birthday off! Gain an industry qualification at the end of your apprenticeship! Employees have access to a range of discounts. Employees are eligible for a discretionary bonus.

After this apprenticeship

After completing your apprenticeship, you will move into an experienced 1st Line IT Administrator role

Ask a question

The contact for this apprenticeship is:

Gamma Telecom Holdings ltd

Simran Toor

simran@sanctuarygraduates.co.uk

07884192809

The reference code for this apprenticeship is VAC1000315200.

Apply now

Closes on Monday 2 June 2025

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After signing in, you’ll apply for this apprenticeship on the company's website.

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