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Digital Support Technician Apprentice – Hull City Council – Hull, HU1 1EP – £15,600-£24,784.50p/a
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Service Desk Technician Apprenticeship
The provision of a service desk facility providing first line advice and guidance on areas including on ICT, Finance HR, Payroll and Procurement. This covers the resolution of routine queries, guidance on policies and processes and escalation of complex queries to the 2nd line and 3rd line support teams.
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you'll do at work
- Provides a comprehensive, accurate, efficient and customer-focused service desk function for the Council acting as first point of contact for employee, Manager and other service requests.
- Actively promotes knowledge management and self-service to manage customer demands ensuring the Council’s self-service approach becomes embedded and continues to develop.
- Resolves service requests at first point of contact in a professional, supportive and positive manner ensuring that high levels of customer satisfaction are achieved, fostering a culture of improving standards.
- Maintains high levels of incident ownership through the incident lifecycle to a satisfactory customer resolution ensuring that KPIs and target resolution times are achieved.
- Fully explores service requests, as necessary resolving complex matters and also identifying situations which require escalation.
- Proactively operating the escalation procedure in order to provide for an effective and efficient service for customers with high levels of customer satisfaction.
- Actively engages with customers, advising and resolving issues including those of a complex nature, recognising the potential impact of the issue on the person and taking responsibility for progressing the issue to a satisfactory outcome.
- Updates the procedures and processes used within the Service Desk, continually developing the knowledge base and updating the Service Desk scripts/frequently asked questions to ensure continuously improving standards of customer service.
- Proactively builds and develops a positive reputation for the Service Desk by acting as an ambassador when dealing with other colleagues and customers ensuring a positive customer-focused approach at all times.
- Contributes to the monitoring and review of Service Desk working practices in order to achieve and develop KPIs, maximise customer satisfaction and identify/ develop areas for improvement.
- Takes responsibility for developing and maintaining a high level of personal familiarity with the functions located in Council Directorates and the processes/support functions covered by the Service Desk.
- Provides ongoing and comprehensive training for Service Desk Operatives including through the medium of the telephony system to ensure knowledge and skills are developed, maintained and improved.
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Health & Safety Responsibility
The Health and Safety at Work etc. Act 1974 and associated legislation places responsibilities for health and safety on Hull City Council, as your employer and you as an employee of the council. In addition to the Council's overall duties, the post holder has personal responsibility for their own health & safety and that of other employees; additional and more specific responsibilities are identified in the Council’s Corporate H&S policy.
Where you'll work
Alfred Gelder Street Hull HU1 1EP
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
TECHNICAL PROFESSIONALS LIMITED
Training course
Digital support technician (level 3)
[Understanding apprenticeship levels](opens in new tab)
What you'll learn
Course contents
- Use digital technologies, including collaborative tools, to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice.
- Use data accurately and securely to meet business requirements and in line with organisational procedures and legislation.
- Apply information security principles, for example: information transfer, deletion, storage, usage and communications that may include using mobile devices.
- Provide an appropriate and effective response to enquiries, providing support and information utilising digital channels and in line with organisation protocols.
- Operate digital information systems, for example:
- Management- Finance Human Resources
- Bespoke departmental or organisational systems or databases
- Communicate effectively through a variety of different channels using terminology appropriate to the audience.
- Use digital resources to extend own knowledge and skills relevant to their role.
- Risk assess the organisational impact of decisions that they take.
- Use digital systems to identify productivity and performance improvements.
- Use digital technologies to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice.
- Maintain system security in line with organisational policies.
- Support digital operations or digital change and transformation activities.
- Investigate application problems and enable resolution to maintain productivity and improve quality of service.
- Coach and guide stakeholders to develop their applications skills to use digital systems effectively.
- Monitor data to analyse systems use and provide insights to recommend use or applications developments.
- Support customers in the use of information, products and services through digital channels.
- Diagnose technical problems by identifying and applying tools and techniques to undertake fault finding, recording and rectification.
- Maintain end-user systems physically or remotely. For example: software, hardware or operating systems.
- Provide and direct end-users to tools and resources to help them to resolve their digital problems.
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Training schedule
During this apprenticeship, you will follow a fully supported training programme with LearnTech, delivered through combined weekly remote classroom-based training, workplace assessment/training and online learning working towards completing the Level 3 Digital Service Technician qualification. The training covers the following core occupational duties:
https://skillsengland.education.gov.uk/apprenticeships/st0120-v1-1
Essential qualifications
- GCSE in:
- English (grade 4/C)
- Maths (grade 4/C)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Other requirements
It is a requirement to have five GCSE 9-4/A*/C grades or equivalent (including English and maths) to apply for this type of apprenticeship. If you do not have these grades but have completed numeracy and literacy Key Skills/Functional Skills at level two you may also apply for these apprenticeships.
Eligibility:
You must meet the following eligibility criteria to apply for the role:
- Have been a UK/EEA resident for the last 3 years.
- Hold valid residency status.
- Have the right to work in the UK.
About this employer
Hull City Council, or Kingston upon Hull City Council, is the local authority for the city of Kingston upon Hull (generally known as Hull) in the ceremonial county of the East Riding of Yorkshire, England.
https://www.hull.gov.uk (opens in new tab)
After this apprenticeship
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
Upon completion, the successful candidate will have gained a Level 3 Digital Support Technician qualification.
Ask a question
The contact for this apprenticeship is:
TECHNICAL PROFESSIONALS LIMITED
The reference code for this apprenticeship is VAC2000049354.
Apply now
Closes in 11 days (Friday 4 September 2026 at 11:59pm)
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