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.

Wage
£20,000 a year

Training course
Information communications technician (level 3)

Hours
8.30am to 4.45pm, Monday to Friday. (45 minutes for lunch)
37 hours 30 minutes a week

Start date
Monday 9 November 2026

Duration
1 year 4 months

Positions available
1

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

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)

Where you'll work

Kingfield Road Coventry
Warwickshire
CV6 5AA

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider
JBC SKILLS TRAINING LIMITED

Training course
Information communications technician (level 3)

What you'll learn

Course contents include:

• Interpret and prioritise internal or external customer's requirements in line with organisation's policy
• Apply the appropriate tools and techniques to undertake fault finding and rectification
• Apply Continuous Professional Development to support necessary business output and technical developments
• Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
• Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
• Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
• Manage and prioritise the allocated workload effectively making best use of time and resources
• Complete documentation relevant to the task and escalate where appropriate
• Install or undertake basic software upgrades, either physically or remotely
• Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
• Provide remote/F2F support to resolve customer requirements
• Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
• Identify and scope the best solution informed by the system data associated with the task
• Test and evaluate the system's performance and compliance with customer requirements.
• Escalate non routine problems in line with procedures
• Use basic scripting to execute the relevant tasks for example PowerShell, Linux
• Carry out routine maintenance across systems, (such as IT, Communications), ensuring organisational compliance at all times
• Apply necessary security, in line with access and/or encryption requirements
• Use a range of Cabling or Connectors equipment in line with technical requirements for example physically or remotely
• Test and evaluate network environments
• Monitor performance and usage of a network
• Deploy applications on a network
• Set up storage and data access for staff
• Apply necessary security measures, in line with access requirements to a network
• Carry out routine maintenance across network systems, ensuring organisational compliance
• Monitor network-related workloads including DNS and firewalls
• Install or undertake basic upgrades, either physically or remotely
• Establish digital communication or telecommunications systems through, for example cabling and connecting equipment.
• Identify a range of tools and or diagnostic equipment, for example, Hardware or Software components, to resolve Communications or Telecommunications requirements.
• Undertake basic telecommunications activities, in response to an allocated task, designated responsibilities, instructions or customer’s requirements.
• Use information necessary to identify operational issues and rectify or escalate accordingly in line with policy
• Interpret and prioritise internal or external customer's requirements in line with organisation's policy
• Apply the appropriate tools and techniques to undertake fault finding and rectification
• Apply Continuous Professional Development to support necessary business output and technical developments
• Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
• Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
• Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
• Manage and prioritise the allocated workload effectively making best use of time and resources
• Complete documentation relevant to the task and escalate where appropriate
• Install or undertake basic software upgrades, either physically or remotely
• Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
• Provide remote/F2F support to resolve customer requirements
• Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task