Apprentice 1st Line Service Desk Engineer

Summary

Join a team that is committed to revolutionising the way people work and communicate. As an Apprentice 1st Line Service Desk Engineer, you will be the first point of contact for IT related queries from our diverse client base.

Wage

£16,640 to £26,436.80, depending on your age

National Minimum Wage

Aged 18 to 20: £10.85 ph
Aged 21 and over £12.71 ph

Training course

Information communications technician (level 3)

Hours

Monday - Friday 9.00am - 5.00pm.

40 hours a week

Start date

Monday 7 September 2026

Duration

1 year 6 months

Positions available

2

Work

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

What you'll do at work

• Take, log and progress tickets on the helpdesk system
• Routine, planned and reactive maintenance IT equipment and peripherals across the client base, including cleaning
• Hardware and software repairs in a workshop facility
• Carry out network documentation and reporting
• Diagnose and resolving faults on IT equipment
• Refer serious technical and support problems to senior staff and the appropriate technical / support facility, to ensure the quick resolution of faults
• Install software and hardware including the updating of drivers and antivirus software
• To record and update requests for support and maintenance with feedback to requestors regarding progress
• Provide support for Server based operating systems, desktop and office 365
• Attend relevant courses in respect of professional development of ICT knowledge
• Undertake small local projects and participate in larger projects under direction
• Always maintain confidentiality in respect of customer-related matters and to prevent disclosure of confidential and sensitive information
• To be familiar with the requirements of Data Protection legislation and to ensure compliance with it
• To undertake any other duties of a similar level and responsibility as may be required

Where you'll work

THE CHAPEL
CHAPEL ROAD
TUCKINGMILL
CAMBORNE
TR14 8QX

Training

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

Training provider

LEEP TALENT LIMITED

Training course

Information communications technician (level 3)

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

Training schedule

• ICT (Information Communications Technician) Level 3 apprenticeship Standard
• You will also receive full training and support from the Just IT apprenticeship team to increase your skills
• Your training will include gaining a Level 3 IT qualification

Requirements

Essential qualifications

GCSE in:

• English (grade Grade C/4 +)
• Maths (grade Grade C/4 +)

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

• Communication skills
• IT skills
• Attention to detail
• Customer care skills
• Problem solving skills
• Analytical skills
• Logical
• Team working
• Creative
• Patience