IT Service Desk Apprentice
Science and Technology Facilities Council
Salary: £18,900
Hours: Full time - 37 Hours
Contract Type: Fixed Term - 18 Months
Location: Science and Technology Facilities Council, Rutherford Appleton Laboratory Harwell, Oxfordshire
Closing date: 16th February 2025
The Digital Infrastructure Facilities team support a national and international community of more than 3000 scientists for research into subjects ranging from clean energy and the environment, pharmaceuticals and health care, through to nanotechnology and materials engineering, catalysis and polymers, and on to fundamental studies of materials.
We are a friendly and supportive team with many years of knowledge and expertise. Learning will be achieved by spending time with all members of the team in order take advantage of the unique skill that we have within the team and by working with a mentor. We offer a flexible service desk working environment with the opportunity to work on a wide variety of issues and put your problem-solving skills to good use.
About the department and role
With training and support from experts in their fields, you'll be enthusiastic about developing your knowledge, skills and behaviours, working towards completing your apprenticeship, gaining appropriate qualifications whilst making a real difference in your role.
If working with innovative technologies on world-leading research isn't enough, you will develop both professionally and as a critical member of the team in an environment you won't find anywhere else.
Our dedicated Apprenticeship Team will support you every step of the way, helping you make the most of your opportunities and to achieve the goals you already have - and those you have yet to discover!
We provide an opportunity to really pursue your interests and passion. You'll have access to additional core skills development, access to a community of apprentices across the site, annual Apprentice awards evenings, a number of active sport and social groups across campus, and potential opportunities for overseas placements.
STFC offers a benefits package crafted to provide an excellent work/life balance including 30 days' annual leave, an outstanding index linked pension scheme, 10.5 public and privilege days, Christmas closure and flexible working hours.
For a list of our full benefits, please visit here .
Main duties/responsibilities
* Working in a lively environment and on a variety of issues supporting a number of departments across the campus.
* Delivering excellent customer service to our customers in person, by phone, and email.
* Gathering, analysing, and using information from different sources to help triage and resolve incidents.
* Documenting and logging all contacts and actions into the Service Desk ticketing system and providing progress updates to customers regarding their issues.
* Following customer issues through to completion to ensure resolution and customer satisfaction have been achieved.
* Being prepared to think creatively and find novel solutions to issues.
* Working closely with other service desks on occasion and other IT professionals across STFC.
Alongside this, you will undertake professional development and training, completing the Information Communications Technician Apprenticeship: Information Communications Technician Apprenticeship | Estio
You will learn with a blend of self-directed study (using content provided by the training provider) and tutor-led sessions. Sessions are delivered remotely in short module blocks. You will build a portfolio of work-based projects throughout your scheme to build and demonstrate the knowledge, skills and behaviours required for this apprenticeship. Finally, you will undertake your End Point Assessment which will include a presentation and will be assessed as part of the final overall project result.
The qualifications you will achieve is a Level 3 Information Communications Technician Information communications technician / Institute for Apprenticeships and Technical Education.
Person Specification
In order to apply for the role, we are looking for the following:
Key - (S) will be measured at shortlisting, (I) will be measured at interview, (S&I) is both.
Essential:
* Achieved GCSE passes at Grade C/4 or above in Maths, English and a STEM subject (or equivalent qualifications) (S)
* Proficient using a computer (S)
* Enjoy helping others with their computer and software (S&I)
* Show a proactive approach when it comes to problem-solving (S&I)
* Have a detailed and logical approach to resolving issues (I)
* Good written communication skill as demonstrated in your CV and cover letter (S)
* A quick learner with the ability to work independently in time (with training) and within a dynamic and diverse team environment(I)
Desirable:
* A GCSE or equivalent qualification in Computer Science would be desirable but not essential (achieved by August 2025) (S)
* Knowledge of Microsoft Windows (S&I)
* Hardware knowledge would be an advantage (S&I)
Important Information
1. To complete the apprenticeship, you will need to evidence passes at 9-4 or A*-C in GCSE (or equivalent) Maths and English. For those sitting their GSCEs in Summer 2025, we would need evidence of your predicted grades.
2. When applying for an apprenticeship, there is a set residency eligibility criteria that must be met by the applicant. To check your eligibility please click here .
3. The training provider will also ask you to complete an initial assessment during the application process. If you already have a qualification in this subject area or similar please include, as an attachment, your transcript outlining the grade/s achieved and modules covered. By applying for this apprenticeship, you are giving permission for your details to be shared with the relevant training provider.
We will be in touch after the closing date, however, please reach out onapprenticerecruitment@ukri.orgif you have any questions.
Please note that we hold the right to close this vacancy early if a sufficient number of applications have been received.
What could you achieve with the world-leading facilities and experts of one of Europe's largest research organisations by your side?
Join us and discover what's possible!
About The Science and Technology Facilities Council (STFC)
As one of Europe's largest research organisations, we ask the biggest questions in the universe to find answers that change the world around us. We seek understanding. We're proud of the impact we make. And we're committed to helping build a globally competitive, knowledge-based UK economy. Being part of all this means contributing to work that pushes boundaries and creates possibilities. You'll work with, and learn from, true experts. Whatever your role, you'll be free to question, and encouraged to share ideas. And, in a positive and supportive culture, you'll discover just what a difference you can make when you're equipped and inspired to excel.
We're a place where curious minds thrive. Not bound by profit, we explore ideas that others don't, ask questions that others won't, and discover answers that others are not equipped to find. And, alongside Mars landings and black holes, we also explore diverse, international projects in everything from science and engineering to computing and technology. Whether it's at the cutting edge or behind the scenes, our work is intellectually challenging. It's very often ground-breaking. And it's endlessly, irresistibly fascinating.
For more information about STFC please visit https://stfc.ukri.org/
You can also visit our careers site https://www.stfccareers.co.uk/
About UK Research Innovation (UKRI)
UKRI is an organisation that brings together the seven disciplinary research councils, Research England and Innovate UK. Together, we build an independent organisation with a strong voice and vision ensuring the UK maintains its world-leading position in research and innovation.
Supporting some of the world's most exciting and challenging research projects, we develop and operate some of the most remarkable scientific facilities in the world. We are pushing the frontiers of human knowledge through fundamental research and delivering benefits for UK society and the economy through world-class research, skills and business-led innovation.
More information can be found at www.ukri.org .
Choosing to come to work at UKRI means that you will have access to a whole host of benefits from a defined benefit pension scheme, excellent holiday entitlement, access to employee shopping/travel discounts and salary sacrifice cycle to work scheme. For more details, visit benefits of working for UKRI .
The role holder will be required to have the appropriate level of security screening/vetting required for the role. UKRI reserves the right to run or re-run security clearance as required during the course of employment.
How we support EDI in the workforce
At UKRI, we believe that everyone has a right to be treated with dignity and respect, and to be provided with equal opportunities to thrive and succeed in an environment that enables them to do so. We also value diversity of thought and experience within inclusive groups, organisations and the wider community. For further information, please visit 'How we support EDI in the workforce' .
Disability Confident Employer
As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy/ies. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
How to apply
Online applications only preferred for this role. Please submit a CV and covering letter which clearly outlines how you fulfil the criteria specified along with your motivation for UKRI and the role. Ensure that the job reference number is included in the filename description of each document uploaded. Note that failure to address the above criteria or submit an application without a covering letter may result in the application not being considered. Assessment will only be based upon the content of your submitted covering letter and CV and not the 'experience' section of the application.
UKRI seeks to ensure it creates and maintains a system of openness, fairness and inclusion - a collaborative, trusted environment, which is attractive to and accessible to everyone who is interested in developing their career with us.
Additional Information
* Organisation: Science and Technology Facilities Council (STFC)
* Contract Type: Fixed Term Contract
* External Closing Date: Feb 16, 2025
* Minimum Salary: Pound Sterling (GBP) 18,900
* Hours: Full-time