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IT Service Desk Support Apprentice
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Gain experience of providing 1st & 2nd line support to a range of clients, resolving issues and problems with customers' IT infrastructure, providing insight and proposing solutions to IT issues. You will work on a range of projects, including upgrades, migrations and implementations.
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you'll do at work
- Learning many aspects of providing support to customers, including helping users who have technical issues or need help with supporting applications
- Dealing with alerts and automated system monitoring
- Ensure that all systems and services are proactively maintained, monitored and supported to ensure that we are meeting set SLA's
- Monitor the Service Desk email inbox to respond to support calls logged via email
- Answer telephone and complete support issues from initial contact to resolution. Log all calls in the relevant Call Logging system
- Provide 1st and 2nd line support on calls assigned by a service desk team member or other Support Engineer
- Escalate incidents when required to 3rd parties, external resources, or others
- Investigate, diagnose and troubleshoot a wide variety of problems with network and computer hardware, device drivers, operating systems and application server software
- Write up support calls and maintain documents and records to a professional standard; for example, Request for Change (RFC's), Customer Build Logs and Tech Docs
- Attend the site and carry out any on-site support work as required
- Provide excellent customer service by understanding the business drivers, taking proactive action and providing clear communication
Where you'll work
Birmingham Chamber Of Commerce
75 Harborne Road
Birmingham
West Midlands
B15 3DH
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
QA LIMITED
Training course
Information communications technician (level 3)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
- 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 the 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
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Training schedule
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Your very own career expert that helps elevate your application to the next level.
QA’s Cloud Network Specialist Level 3 apprenticeship programme enables the apprentice to:
- Follow a cloud-first curriculum, covering on-premise and cloud-enabled networking
- Learn about core networking principles, including network addressing, cloud, virtualisation and security
- Understand the principles, hardware, protocols and services that form part of on-premise, cloud and hybrid network architectures
- Train with QA – the largest and leading provider for both Microsoft and AWS training
- Learn technical content that aligns to, and is relevant to, employers and the market
- Learn about DevOps methodologies and the fundamentals of databases and data migration
Tools and technologies learned: Learners will learn to use Microsoft Azure, AWS and Google Cloud.
More training information
QA’s Cloud Network Specialist Level 3 Apprenticeship provides a solid foundation in installing network cabling and hardware. A Cloud Network Specialist’s role is both desk-based and involves visits to clients' premises to resolve issues. Apart from installing network cabling and hardware, they may also be required to assist in the deployment and management of cloud-based services.
Essential qualifications
- GCSE in:
- English (grade 3+ (A-C))
- Maths (grade 3+ (A-C))
Desirable qualifications
- GCSE in:
- Any subject (grade 4+ (A-C))
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Problem solving skills
- Logical
- Team working
- Patience and empathy
- Friendly and approachable
About this employer
As a small company, we provide closer access to experienced engineers and leaders. Apprentices can benefit from a wider variety of responsibilities and more visibility within the business. The company focuses on Microsoft technologies and often supports staff in gaining Microsoft certifications.
Our culture is built around learning, collaboration and opportunity. We want apprentices to feel supported from day one, develop valuable technical and professional skills, and build a long-term career in a fast-growing technology business.
Company benefits
- Private health care (after completing 1 year of service)
- Death in Service (after completing a 3-month probation period)
- Social gatherings such as go-karting, ten-pin bowling.
- Exposure to cloud computing, IT support, cybersecurity, infrastructure, and Microsoft technologies.
- Career progression opportunities
After this apprenticeship
- Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
- Guaranteed job opportunity once completing the apprenticeship and qualifying. Many apprentices move into roles such as:
- IT Support Engineer
- Cloud Engineer
- Infrastructure Engineer
- Cyber Security Analyst
- Technical Consultant
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