IT Helpdesk Engineer Apprentice
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.
Role
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.
Key Responsibilities
- Log, update, and assist with resolving IT Service desk 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.
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.
Dimensions
- Supporting all European, MENA & APAC IT Users
- Communicating with third party service providers
- Regular Travel between UK sites (Midlands)
Training
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.
A fulltime opportunity may be offer after the successful completion of the apprenticeship.
- Apprenticeship Standard
- Information communications technician (level 3)
- Training Provider
- JBC SKILLS TRAINING LIMITED
- Working Week
- 8.30am to 4.45pm, Monday to Friday. (45 minutes for lunch)
- Expected Duration
- 1 Year 4 Months
- Positions Available
- 1
- Closing Date
- Friday, 9th October 2026
- Start Date
- Monday, 9th November 2026
Desired Skills
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Problem solving skills
- Administrative skills
- Number skills
- Analytical skills
- Logical
- Team working
- Initiative
- Non judgemental
- Patience
- Physical fitness
- Willingness to learn
- Helpful attitude
- Professional
- Windows operating systems
- Apple operating systems
- IT hardware
- IT Software
- Basic networking
- IT Troubleshooting
- Microsoft 365 applications
- Written communication
- Ability to follow processes
Qualifications
- English GCSE, grade Grade A - C (4 or above) (Essential)
- IT GCSE, grade Grade A - C (4 or above) (Essential)
- Maths GCSE, grade Grade A - C (4 or above) (Essential)
- IT A Level, grade Grade A - C (4 or above) (Desired)