Desktop Support Technician Apprenticeship

Summary

The desktop support technician apprenticeship role will be supporting all users of the college’s IT systems, through ensuring that the college’s equipment is well maintained, up-to-date and ready for teaching and business operation. Providing a proactive and customer service approach to supporting the college.

Wage

£15,392 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

Training course

Information communications technician (level 3)

Hours

Monday - Thursday, 08:30 - 17:00. Friday, 08:30 - 16:30.

37 hours a week

Start date

Saturday 26 September 2026

Duration

1 year 6 months

Positions available

1

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

• Deliver an effective and customer focused help desk.: Acting as one of the first points of contact for the IT/digital support contact line, recording support requests in relevant systems and support of the end user with their query/issue (Escalating if necessary)
• Respond to support calls from end users to ensure a customer focused approach detailing with support calls: By phone, by email or support ticket, or in person
• Supporting end users remotely, as wells as physically on the college sites
• Assist with maintaining, managing, and updating all college hardware ensuring it remains in a serviceable and compliant condition
• Understand the general use, operationally and functionally of the Office and Office 365 suite to be able to support users to access and troubleshoot, including the following systems and packages: Exchange online, Microsoft Teams, OneDrive, SharePoint, Office suite (to include Word, Excel, PowerPoint and OneNote)
• Report/diagnose/record and resolve all college hardware and software faults
• Install software packages to run under college operating systems, in line with the college IT security policy
• Support the network team with testing of new software, hardware and computer images prior to cross-college roll out
• Install and test college purchased computer hardware (including Apple devices) and other peripheral devices
• Assist and support the scope and implementation of specific projects as requested by the line manager
• Maintaining the IT asset log of all equipment and undertake annual IT asset reviews and checks. Ensuring all assets entering the college are correctly recorded, amend records on any changes and support with recording of assets for disposal
• Assist with the checking and maintaining device records in Windows Active Directory and Intune MDM and using the systems to deploy software and apps
• Assist with the issuing of portable IT equipment to end users, following the college procedures
• Support with the facilitation of AR/VR sessions through the dedicated suite, but also with portable equipment on/off the college campus
• Support with the maintenance and preparation for AR/VR sessions through the dedicated suite, but also preparing portable equipment to be used across the campus and off site
• Assist college functions, such as open evenings, enrolment, awards evenings etc.
• To undertake any other such duties commensurate with the grade of the post as may be requested of you by your Line Manager at your initial place of work or at any other premises which the Corporation currently has or may subsequently acquire
• To know and abide by the health and safety rules within the College and be aware of good practice in the working environment

Where you'll work

Haybridge Road
Wellington
Telford
Shropshire
TF1 2NP

Training

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

Training provider

TELFORD COLLEGE

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

• 1 day a week at college ( Term-time)
• College Assessor
• Workplace mentor

Requirements

Essential qualifications

GCSE in:

• English (grade C / 4)
• Maths (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

Other requirements

Passing a Disclosure and Barring Service (DBS) check.