IT Apprentice

1st Line IT Support Apprenticeship. Working in conjunction with other members of the IT department to learn as much as possible about the IT systems used within the business. To be able to provide first line IT support to all users. Ensure that all customer IT queries are addressed in a timely manner. Assist with the smooth running of our IT systems.

Monday - Friday - 36.25 Hours Per Week Flexi Time
College day release 1 day per week - TCAT

The 1st Line IT Support Apprentice reports directly to the IT Manager on a day-to-day basis, working alongside the IT helpdesk support team.

Duties and Responsibilities

  • Being part of the IT helpdesk team who are the first point of contact for all IT enquiries, both via phone and the internal helpdesk system
  • Log all IT helpdesk requests onto the electronic helpdesk software, ensuring that all relevant information is captured and correctly prioritised
  • Monitoring the helpdesk ticket queue and process tickets based on priority
  • Ensure that all tickets are kept up to date and the customer is informed of the progress
  • Ensure that all issues are updated with the full resolution details prior to closure
  • Installing new hardware (e.g. Desktop Computers, Computer Monitors, Laptops, and Printers) and maintaining/supporting/repairing these
  • Installing new software (Microsoft Windows, Microsoft Office, SQL, Adobe, Autodesk, Syspro (ERP), and other applications including in-house applications) and maintaining/supporting these including upgrades
  • Performing routine system checks on a daily basis (Hardware, Backups, SQL Database Jobs, Disk Space, WSUS Windows Updates
  • Adhere to IT Policies and Procedures
  • Adhere to deadlines set by management and/or the business
  • Continue to develop knowledge/education via training
  • To take ownership of user problems, perform technical diagnosis and fix the issue either on-site or remotely
  • To help maintain user security on all IT systems
  • Support users with the use of computer equipment by providing necessary training and advice
  • To arrange for external support whenever problems cannot be resolved in house
  • To participate in IT projects where required
  • Perform light lifting and manual handling of IT equipment

Documentation Requirements

  • To document all calls received on the IT Helpdesk system and document detailed technical resolutions to these
  • Create and update system and user documentation
  • Create and update IT controlled documents
  • Contribute towards and maintain IT SharePoint site including adding to IT support Wiki with technical documentation, manuals, and IT policies

Skills and Qualities

  • The ability to work in a team and independently
  • Able to communicate well verbally and in writing
  • Ability to liaise directly with a diverse range of end users
  • Work in an organised manner
  • Adaptable and able to work pro-actively whilst multi-tasking
  • Excellent telephone manner, with strong organisational and communication skills
  • Natural problem solver
  • Meticulous
  • Flexible, Enthusiastic with a willingness to learn
  • IT savvy – good knowledge of computer hardware and software
  • Ability to maintain confidentiality and privacy of company data


  • GCSE in English Language, Maths and Science Grade A – C
  • IT Advanced Apprenticeship (training provided as part of the role)


  • GCSE in ICT Grade A – C
  • A Levels or equivalent grade A – C (ICT is desirable)