Level 3 IT Support Apprentice

The apprentice will support the IT Service Delivery team in providing friendly, professional, & timely technical support to staff across the business. This apprenticeship will develop IT support skills, with a strong emphasis on customer service, first-line troubleshooting, device setup, helping users get the best from company systems.

Key Responsibilities:
IT Support and Customer Service
•  Act as a welcoming first point of contact for employees seeking IT support, both in person and through the service desk.

•  Provide face-to-face support to users at desks, meeting rooms, production areas, and shared workspaces where appropriate.

•  Log, update, and manage support requests using the organisation’s IT service management system.

•  Assist with basic troubleshooting for laptops, desktops, printers, phones, mobile devices, software, network access, and Microsoft 365 services.

•  Help set up and prepare IT equipment for new starters, visitors, meetings, and internal events.

•  Escalate more complex issues to experienced IT colleagues, providing clear notes and updates.

•  Support routine IT checks, including meeting room equipment, shared devices, printers, and stock levels.

•  Represent the IT team in a positive and professional way, helping users feel supported and confident when raising IT issues.

Learning and Development
•  Work towards the requirements of the apprenticeship programme, combining workplace learning with formal training.

•  Develop practical knowledge of IT support processes, systems, tools, and customer service standards.

•  Learn how to diagnose common technical issues and apply appropriate fixes under guidance.

•  Take responsibility for personal development by asking questions, seeking feedback, and applying learning in day-to-day support activities.

User Guidance and Communication
•  Provide clear, patient, and helpful guidance to users with varying levels of technical confidence.

•  Assist users with common tasks such as password resets, Microsoft 365 access, printing, device connection, and basic application support.

•  Support IT inductions for new employees by helping explain equipment, systems, and basic cyber security expectations.

•  Communicate progress and updates to users in a polite and professional manner.

Documentation and Reporting
•  Keep support ticket notes accurate, clear, and up to date.

•  Assist with maintaining simple user guides, knowledge articles, checklists, and support documentation.

•  Support basic asset management activities, including checking equipment in and out and keeping inventory records accurate.

Please note: Applications with AI-generated answers will not be considered for shortlisting. 

• Communication skills
• Organisation skills
• Team working
• Interest in IT
• Confidence
• Positive attitude
• Willingness to learn
• Ability to follow instructions
• Understanding of computers
• Microsoft Office packages
• Approachable
• Friendly
• Reliable
• Punctual
• Patient and calm
• Enthusiastic

• Maths and English GCSE, grade A*-C/9-4 (Essential)