IT Helpdesk Engineer Apprentice

Apprenticeship Overview

To provide first\-line IT support to users across the organisation, while developing the technical knowledge, customer service skills, and practical experience required for a career in IT support.

The role will support the IT Helpdesk team with hardware, software, user access, equipment preparation, asset administration, and routine IT service desk activities. The apprentice will work under the guidance of experienced IT colleagues, escalating more complex issues where required and gaining exposure to IT infrastructure, security systems, business applications, and project work.

Annual wage

£20,000 a year

Training course

Information communications technician

Hours

8\.30am to 4\.45pm, Monday to Friday. (45 minutes for lunch)

40 hours a week

Duration

16 Months

Key Responsibilities

• Log, update, and assist with resolving IT Servicedesk tickets within the ticketing system.


• Provide first\-line support for common hardware, software, printer, application, and user access issues.


• Escalate more complex technical issues to IT Helpdesk Engineers, infrastructure colleagues, or third\-party support providers where appropriate.


• Assist with preparing, configuring, and distributing IT equipment such as laptops, desktops, mobile devices, monitors, and peripherals.


• Help maintain the IT asset register by recording equipment allocations, returns, changes, and updates.


• Support the IT starters, movers, and leavers process under guidance.


• Assist with basic user account administration, including password resets and access request processing, following approved procedures.


• Support routine checks for security, operating system updates, and device compliance.


• Support the administration of Microsoft 365 and other business applications under supervision.


• Assist with SIP phone, mobile phone, and communication system support.


• Help with IT procurement administration, including gathering information, tracking requests, and updating records.


• Support IT project activities where appropriate, including equipment rollout, testing, documentation, and user support.


• Maintain clear notes and documentation for completed work, troubleshooting steps, and recurring issues.


• Follow IT processes, security procedures, and data protection requirements.

Person Specification

Competencies

• Collaborative team working


• Customer commitment


• Willingness to learn


• Enthusiastic and proactive approach


• Good communication skills


• Problem solving


• Attention to detail


• Drive to deliver


• Ability to follow instructions and procedures


• Professional and helpful attitude

Job Specific Skills / Knowledge

• Basic understanding of Windows \& Apple operating systems and devices.


• Interest in IT hardware, software, networking, and business systems.


• Basic knowledge of Microsoft Office / Microsoft 365 applications.


• Good customer service skills.


• Good written and verbal communication skills.


• Ability to follow documented processes.


• Willingness to learn about Active Directory, Microsoft 365 administration, IT security, asset management, and service desk tools.


• Ability to record information accurately and keep documentation up to date.

Relevant Experience

• Demonstrable interest in IT and technology, whether through education, personal projects, or work experience.


• Experience using Microsoft Windows and common business applications.


• Any exposure to troubleshooting IT equipment, software, or mobile devices would be advantageous but is not essential.

Qualifications

Essential:

• English \& Maths GCSE grade C (4\) or equivalent qualification


• Willingness to work towards a recognised IT apprenticeship qualification.


• Basic IT qualification or relevant school/college course.

Desirable but not essential:

• Microsoft fundamentals certification, such as MS\-900 or AZ\-900\.


• CompTIA A\+.


• Any relevant customer service or digital skills qualification.

Specific Requirements

• UK driving license is desirable but not essential.


• Willingness to travel between sites as part of the role.


• Commitment to completing apprenticeship training, development activities, and workplace learning.


• Flexible and positive approach to learning new systems, tools, and processes.

College or training organisation

JBC SKILLS TRAINING LIMITED

Your training course

Information communications technician

Equal to Level 3 (A level)

Your Training Plan

The classroom training for the Information Communications Technician comprises of 4 modules. The apprentice will attend the training in an online classroom with their designated JBC trainer.

The modules taught are:

• Network Fundamentals


• Mobility and Operating Systems


• Cloud Fundamentals


• IT Business Principles

Each module is delivered remotely over five consecutive days, with the training weeks scheduled at intervals throughout the apprenticeship.

More training information

• We are a government approved apprenticeship training provider. We provide apprenticeships for a wide range of employers, large and small


• Some of your working hours will be spent training or studying with your appointed JBC Trainer/Mentor or your employer, learning the skills you need to be successful in the role and complete the apprenticeship


• You will have a progress review with your trainer and line manager every three months, along with regular support sessions to help you develop your portfolio

About the Company

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Their luxury vinyl tiles are created with our British manufacturing expertise: ensuring heritage, quality and unrivalled craftsmanship for floors that truly last.

Pay: £20,000\.00 per year

Ability to commute/relocate:

• Coundon CV6 5AA: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Do you have knowledge and understanding of Windows \& Apple operating systems and devices?


• D you have knowledge IT hardware, software, networking, and business systems? Please give examples of your knowledge.


• Have you got experience in Customer Service? Please give examples of the experience that you have.


• If you were offered the opportunity how would you commute to work everyday and how long would the commute take you?


• Have you gained any exposure to troubleshooting IT equipment, software, or mobile devices? Please provide examples.


• Do you have any prior qualifications within IT and if so what qualifications do you have?


• Why would you like to undertake an apprenticeship in IT?

Education:

• GCSE or equivalent (required)

Licence/Certification:

• Driving Licence (preferred)

Location:

• Coundon CV6 5AA (preferred)

Work Location: In person

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