IT Apprentice - Service Desk Technician

Summary

Our IT department is one of Southco’s most dynamic functions, deploying and supporting technology solutions. Our mission is to build and support a best-in-class infrastructure and Business Support Centre of Excellence through the evaluation, selection, and implementation of innovative technologies, systems, and services.

Wage

£18,500 a year

• Pension match up to 10%
• Private dental insurance
• Globally competitive compensation
• Life assurance

Training course

Information communications technician (level 3)

Hours

Monday - Thursday, 08.00 - 16.30 and Friday, 08.00 - 15.00.

38 hours 30 minutes a week

Start date

Tuesday 8 September 2026

Duration

1 year 10 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

This is an exciting opportunity based at Southco’s European Headquarters, located in Worcester, for a candidate starting their career in IT. 

Alongside your apprenticeship, our team will provide training on our systems to enable you to provide 1st and 2nd line support to our users and their devices across the Europe region. Work is prioritised and managed through our ticketing system to enable a high level of service. You will also collaborate with the global team to deliver projects, such as system upgrades and security updates. 

• Provide 1st and 2nd line IT support to users across the Europe region, resolving incidents and service requests via Southco’s service desk ticketing system in line with agreed service levels
• Diagnose, troubleshoot, and resolve IT issues relating to user devices, applications, and systems, escalating complex or unresolved faults to senior engineers where required
• Install, configure, and support end‑user hardware and software, including laptops, desktops, mobile devices, and approved applications, following Southco’s IT and security standards
• Maintain accurate ticket records and technical documentation, ensuring all actions, resolutions, and updates are clearly logged within the service management system
• Collaborate with global IT colleagues and third‑party suppliers to support service delivery, system upgrades, and routine maintenance activities
• Support IT projects, such as system upgrades, device refreshes, and security updates, working alongside experienced team members to deliver changes safely and efficiently
• Apply IT security, data protection, and health & safety procedures when handling systems, equipment, and user data, escalating risks or issues as appropriate
• Develop technical skills and professional behaviours through the ICT Level 3 apprenticeship, coaching, and on‑the‑job learning, taking responsibility for continuous improvement and development

Where you'll work

Touchpoint
Wainwright Road
Worcester
WR4 9FA

Training

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

Training provider

THE DEVELOPMENT MANAGER LTD

Training course

Information communications technician (level 3)

What you'll learn

• 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

Information Communications Technician Level 3 Apprenticeship Standard: 

• The successful candidate will undertake a 22-month, nationally recognised qualification through TDM. This is a work-based learning programme which will require commitment to block weeks in an online training room once every quarter, working towards the qualification, along with weekly off-the-job training and monthly coaching sessions
• You will be required to demonstrate through the standard that you meet all competencies and behaviours, which will lead to the achievement of the qualification. These block weeks will take place online in TDM’s virtual learning platform
• You will have a designated mentor in the workplace to support your learning, and at the end of the programme will be assessed via an external assessment body

Knowledge Areas Include:

• Hardware and Networking
• Software and Security
• ICT Administration 

Requirements

Essential qualifications

GCSE in:

• English (grade 4)
• Maths (grade 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
• Organisation skills
• Customer care skills
• Problem solving skills
• Administrative skills
• Analytical skills
• Logical
• Team working
• Creative
• Initiative
• Microsoft operating systems
• Microsoft applications
• Familiarity with Microsoft 365

Other requirements

This is an office-based role located in Worcester.