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Level 3 IT Support Apprentice
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IT Service Delivery 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.
Where you'll work
Farrington Road Rossendale Road Industrial Est Burnley Lancashire BB11 5DA
Apprenticeships
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
BURNLEY COLLEGE
Training course
Information communications technician (level 3)
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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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Day-release training will take place at Burnley College.
The apprentice will work under the guidance of experienced IT colleagues and will be supported to develop their technical knowledge, customer service skills, and confidence over time.
Requirements
GCSE in: Maths and English (grade A*-C/9-4)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
VEKA
VEKA has been developing PVCu window and door systems for over 55 years, through design, innovation and customer focus. With subsidiaries in over 40 countries across Europe, Asia, and America, VEKA operates multiple PVCu extrusion facilities worldwide, supplying systems in a wide range of markets. Headquartered in Germany and family owned since 1969, VEKA has retained the culture that created its success, offering a heritage of quality, efficiency, reliability, and stability to its partners. VEKA plc is the UK arm of the company, known for its VEKA, Halo, and OMNIA profile systems, as well as its use of recycled PVCu. Our German heritage backed by British craftsmanship means that quality is embedded deep in our ethos and our ongoing commitment to product development means we’ll continue to evolve as technology and the market evolve. https://www.vekauk.com/homepage/
Your earnings
Your earnings can increase over time with an apprenticeship. Find out about potential future pay.
Progression
Potential progression into full-time employment on successful completion of the apprenticeship.
Contact
The contact for this apprenticeship is: BURNLEY COLLEGE Themis Team apprenticeships@themis.ac.uk 01282 733005
The reference code for this apprenticeship is VAC2000053491.
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