Summary
Are you tech-savvy, a problem-solver, and passionate about IT? The Bannatyne Group is looking for an enthusiastic IT Service Desk Apprentice to join our dynamic team!
Wage
£23,800 a year
Training course
Information communications technician (level 3)
Hours
A typical working pattern will be Monday - Friday 9am - 5pm but there could be occasions flexibility is required.
37 hours 30 minutes a week
Start date
Wednesday 21 May 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
A typical day in the life of an IT Service Desk Apprentice:
* Act as the first point of contact for users requiring IT support, including troubleshooting and resolving hardware, software, and network issues
* Log and prioritise IT support tickets, ensuring timely and accurate resolution and documentation
* Assist in the installation, configuration, and setup of new hardware (e.g., computers, printers) and software applications
* Assist with managing user accounts, including password resets, new user setups, and user permissions in systems like Google Workspace
* Assist with troubleshooting basic network issues, such as connectivity and Wi-Fi problems
* Provide excellent customer service to Bannatyne employees by ensuring a helpful, friendly, and proactive approach to solving IT issues
* Escalate more complex IT issues to second-line or senior IT staff when necessary
* Work closely with the IT team and other departments to understand their needs and provide relevant support
* Maintain accurate documentation for support tickets, common procedures, and troubleshooting guides
* Assist in providing basic IT training to users to help them work more efficiently with the technology provided
* Support project work where required, including setting up new users and equipment for new sites or departments
* Participate in regular training sessions and complete assigned coursework as part of the apprenticeship
* Stay up to date with IT industry trends, tools, and best practices to enhance service delivery
Where you’ll work
Power House
Haughton Road
Darlington
Co Durham
DL1 1ST
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
College or training organisation
LEARNING CURVE GROUP 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.
Depending on your experience your training will be tailored to your personal development goals. We work with specialist training partners who will deliver your training through a blended approach of 1-2-1 Coaching, Training Sessions, and Digital Learning.
Requirements
Desirable qualifications
GCSE in:
* Maths & English (grade 4 or Equivalent)
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
* Customer care skills
* Problem solving skills
* Logical
* Team working
Other requirements
It would be desirable if you had familiarity with service desk or help desk software (e.g; Jira, ServiceNow, Zendesk) and Basic knowledge of networking concepts (e.g; TCP/IP, DHCP, DNS). It would also be advantageous if you had experience with Google Workspace and Office 365 administration.