IT Support Services Apprentice

Employer description:

Richmond and Wandsworth Councils work together through the Better Services Partnership, a shared workforce delivering vital services to our communities. We’re committed to innovation, collaboration, and continuous improvement. Our joint approach allows us to be more resilient, creative, and efficient in delivering services that help our residents thrive.

As part of our team, you’ll be at the forefront of local government transformation, supported to grow and develop in a dynamic and inclusive environment.

About the role:

We are looking for an enthusiastic and motivated IT Support Services Apprentice to join our IT team. This is a fantastic opportunity to gain hands-on experience across three core IT support areas: the IT Service Desk, Deskside Support, and the Second Line Technical Team.

You’ll be a key part of our customer-facing IT support function, helping staff resolve technical issues and ensuring smooth day-to-day operations. You’ll also undertake a Level 3 Information Communications Technician Apprenticeship.

Responsibilities:

• Provide first-line IT support to council staff via phone, email, and in person.
• Log, track, and resolve incidents and service requests using IT service management tools.
• Escalate unresolved issues to appropriate teams while maintaining ownership and communication.
• Assist with hardware and software installations, configurations, and troubleshooting.
• Maintain accurate records of IT assets and service activities.
• Contribute to the creation of user guides and knowledge base articles.
• Participate in team meetings, training sessions, and service improvement initiatives.
• Support the procurement and disposal of IT equipment in line with council policies.

What we offer:

• A structured 16-month apprenticeship programme with on-the-job training.
• A chance to work across three IT teams, gaining broad technical experience.
• Support to achieve professional qualifications, including ITILv4 Foundation.
• A welcoming and inclusive team environment.
• Opportunities for permanent employment upon successful completion of the apprenticeship.

Required skills:

• Interest in IT and customer service.
• Experience using Windows devices is desirable.
• Driving licence and own vehicle due to location of the office.

Entry requirements:

• 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject
• GCSE Maths and English (or equivalents) at grades 3+ (D or above)
• Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject

You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.

If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications. 

For more information please visit the UK ENIC website.

Working hours: 36 hours per weekwith flexible hours between 8am–6pm.

Benefits:

• Competitive apprenticeship salary aligned with the London Living Wage.
• Access to staff well-being programmes and support.
• Inclusive and diverse workplace culture.
• Manual handling and health & safety training provided.
• Staff offers in local restaurants & cinemas.
• 32 days annual leave per year.

Future prospects:

There may be opportunities to undertake further apprenticeship training as many of our programmes offer on-going development tracks.

About QA:

Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 50,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed.

Interested? Apply now!

Please be advised that this advert may close prior to the closing date stated above if a high number of applications are received. If you are interested in this vacancy please apply below as soon as possible.