ICT Apprenticeship Level 3

The broad purpose of the ICT occupation is to deliver efficient operation and control of the IT infrastructure (comprising physical or virtual hardware, software, network services and data storage) that is required to deliver and support the information systems needs of an organisation.

• Act as a first point of contact for IT support requests by phone, email, Teams and in person.
• Log, prioritise and track tickets in the support desk system, keeping users updated through to resolution.
• Diagnose and resolve 1st line issues such as password resets, account lockouts, printing, email and software faults.
• Escalate more complex issues to 2nd and 3rd line colleagues with clear notes on what has been tried.
• Set up new starters and process leavers, including user accounts, mailboxes, group memberships and equipment.
• Build, deploy and re-image Windows laptops and desktops, and install approved software.
• Maintain an accurate IT asset register as equipment is issued, moved or returned.
• Assist with the administration of Windows Server, Active Directory and Group Policy.
• Support the virtualised server estate, monitoring hosts and virtual machines and assisting with builds and patching.
• Assist with Microsoft Azure and Entra ID administration, including user and licence management.
• Assist with the support of the network, including switches, WiFi, firewalls and VPN, and help with fault-finding.
• Carry out routine checks on backups, patching, antivirus and system health, reporting anything unusual.
• Follow change control and security procedures, and keep technical documentation up to date.
• Create and maintain knowledge base articles, user guides and hints and tips.
• Take part in IT projects such as hardware refreshes, office moves and system upgrades.

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Problem solving skills
• Team working

• English GCSE, grade 4 (Essential)
• Maths GCSE, grade 4 (Essential)