Apprentice Support Desk Advisor

Digital support technician Level 3.

Our training delivery is based on a remote, blended model of one-to-one sessions every 4 weeks, group sessions, webinars, online courses, video and additional support as required. This means that our learners have the guidance they need as well as the flexibility to learn around the requirements of their jobs. We find that this approach reduces disruption for the learners and their line managers giving everyone the best chance of benefitting from the training and completing the course.

The core areas are covered over the first 5 months with the specific Route related learning taking place between months 6 and 11. The last part of the training is then focussed on skills and portfolio preparation.

To support learning, all learners are given access to LinkedIn Learning, with bespoke channels designed to support their apprenticeship. They also have access to Cisco Networking Academy which includes additional video learning and supporting materials.

Training is structured around a series of one-to-one visits covering the following core topics:

• Managing data
• Securing systems
• Supporting systems
• Communicating systems information
• Professionalism and CPD
• Route specific learning
• Presentation, customer service, stakeholder management skills
• Finalising portfolio of vvidence

To support the learners’ knowledge, we also deliver the following training courses alongside the apprenticeship:

• Cisco Cyber Security Essentials
• Cisco IT Essentials
• Cisco Networking Essentials

Project Activity and Portfolio Building.

Throughout the apprenticeship learner will produce portfolio to show evidence of all knowledge, skills, and behaviours and how they have been used in their role.  
 
Gateway and End Point Assessment.  
 
The end point assessment is based on a series of 4 knowledge exams over 5 days and a presentation and interview based on a case study project that the learner has 20 hours to complete.  

Apprentices without level 2 English and maths will need to achieve this level prior to taking the End-Point Assessment.

Full time positions available following completion of apprenticeship. Onward progression within the company into other departments. Clear path for progression within the support team, lots of our managers and leads have come from Support Desk positions and have been internally promoted into higher level positions.