IT Support Apprentice

• Provide excellent customer service by responding to and resolving service desk incidents, requests and queries within agreed service levels, keeping users and the Service Desk system updated, and liaising with third parties where required.
• Support the monitoring, maintenance and administration of secure on-premise and cloud infrastructure, escalating performance, security and availability issues where required.
• Work with business users to understand department-specific issues and support users to make effective use of IT systems, Microsoft 365 and modern productivity tools, including Generative AI, by providing clear guidance that helps teams work smarter and adopt new ways of working.
• Support IT projects and change activities by completing technical and administrative tasks, including configuration, testing, implementation, documentation and user guidance.
• Maintain accurate hardware, software, configuration and infrastructure records to support asset management, configuration management, business continuity and knowledge sharing.
• Support good data management by helping to improve the confidentiality, integrity, accuracy and availability of information across IT systems.
• Assist with the set-up, use and support of IT hardware and devices, including laptops, terminals, audio-visual equipment, telephones, mobile devices and Android devices.

Training

The programme integrates live and online workshops with self-paced learning, employing a guided discovery approach for individual learner contexts.

Learners are assigned a Digital Learning Consultant (DLC) for personalised coaching and support. These specialists ensure their successful progress, well-being, and readiness for assessments.

After the apprenticeship

90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.