Summary
The overall purpose of Digital is to enable, promote and support the effective use of data, information, knowledge and technology to assist and improve health and health care delivery. The apprentice will be the first point of contact for all IT queries, incidents, problems and requests.
Wage
£19,554 a year
Training course
Information communications technician (level 3)
Hours
Monday - Friday, 9.00am - 5.00pm.
37 hours 30 minutes a week
Start date
Monday 1 September 2025
Duration
1 year 6 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
In this role you will be required to:
* Be the first point of contact for all IT queries, incidents, problems and requests, accurately logging information received by telephone, electronically or in person on the Service Desk system.
* Progress, resolve, update and close call logs.
* Action the resolution of incidents, problems and requests escalating and seeking further advice and information when necessary.
* Escalate and monitor incidents and requests reported to external agencies, suppliers and contractors.
* Provide first and second line support for PCs, peripherals and associated, designated hardware, software and applications.
* Identify and rectify hardware, software and network issues.
* Support the installation and maintenance of PCs (Desktops, Laptops, Tablets, mobile devices etc) and all associated peripherals (ie. printers, PDAs), software operating systems and applications software.
* Undertake administration of logon credentials for designated systems/applications.
* Undertake designated operational and data administration tasks for systems / computers.
* Assist with maintaining an up-to-date inventory of hardware and software ensuring stock levels are maintained.
* Receive and process orders for new ICT hardware and software.
* Assist in the selection, development, use and maintenance of hardware and software for use within the PC environment (Desktops, Laptops and peripherals).
* Dispose of redundant equipment in accordance with legislative, national and organisational policy and procedure.
Where you’ll work
Alder Hey Children's Hospital
Prescot Road
Liverpool
L14 5AB
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
College or training organisation
TECHNICAL PROFESSIONALS 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
This training plan has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.
More training information
During this apprenticeship, you will follow a fully supported training programme with LearnTech, delivered through combined weekly remote classroom-based training, workplace assessment/training and online learning working towards completing the Level 3 Information Communications Technician standard OR the Level 3 IT Solutions Technician standard.
The training covers the following core occupational duties:
Requirements
Desirable 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
* Problem solving skills
* Team working
* Initiative
* Flexible and adaptable
* Keen interest in IT
* Punctual and reliable
* Friendly, outgoing nature
* Professional attitude to work
Other requirements
You must meet the following eligibility criteria to apply for the role: have been a UK/EEA resident for the last 3 years, hold valid residency status, have the right to work in the UK.