Apprenticeship summary

  • Working week

      • 8:30 – 5:00 with 1 hour for lunch

    • Total hours per week: 37.00
  • Weekly wage


  • Expected apprenticeship duration

    52 weeks

  • Possible start date

    06 Nov 2017

  • Apprenticeship level

    Intermediate Level Apprenticeship

  • Reference number


Vacancy description

You will be trained to assist in supporting the functions and development of the College’s IT systems, maintaining the highest possible standards in technical support for digital services.  You will be trained to provide an open, listening and responsive service to all users of these services.

  • The individual will be part of the Technical Team, based initially on the helpdesk full time
  • First point of contact for our clients
  • First line support
  • Logging all calls that come in and creating job sheets
  • Keeping clients information up to date
  • Managing job sheets
  • Monitoring the helpdesk email
  • Escalating jobs to colleagues and working with them to conclude
  • Setting up accounts remotely for clients
  • Managing user accounts for the Netopian system
  • On occasion – going on site with a technician to assist with installations and repairs

Requirements and prospects

Desired skills

  • Clear Telephone manner
  • Confident with Microsoft programes
  • Be able to effectively work as part of a team
  • Polite and well mannered
  • Keyboard skills
  • Organised
  • Motivated
  • Customer service skills
  • Able to work on own initiative
  • Good standard of numeracy & literacy
  • Proactive listener
  • Adhere to company policies & procedures
  • Good positive, friendly attitude
  • Confident
  • Excellent communication skills (verbal and written)

Personal qualities

  • Interested in IT
  • Strong work ethic
  • Confident on the telephone and face to face
  • Able to work in a fast paced environment
  • Competitive and driven
  • Eager to learn and develop
  • Desire to work in an office environment
  • Smart and presentable
  • Enthusiastic
  • Hardworking
  • Professional
  • Reliable
  • Punctual
  • Self-Motivated
  • Hardworking
  • Committed & dedicated
  • Able to follow specific instructions
  • Must be willing to listen & learn

Qualifications required

GCSE Grade A*- C (or equivalent) in Maths and English are essential.

IT qualifications would be advantageous but a passion for IT is much more important to us.

Future prospects

Long term future prospects and continual training and development for the suitable candidate

Things to consider

Please consider the location of this vacancy and you ability to get to and from the location, in a timely manner, on a daily basis, should you be successful. PLEASE DO NOT CONTACT THE EMPLOYER DIRECLTY. ALL APPLICATIONS ARE PROCESSED THROUGH YH TRAINING SERVICES.

Training provider

Training to be provided

You will work towards the ICT Professional Apprenticeship which includes the City & Guilds Diploma in ICT Professional Competence.  You will have a trainer assigned to you who will visit you in your place of work and deliver bespoke IT Training, Employment Rights and Responsibilities and Maths and English (where applicable)

Apprenticeship framework

IT, Software, Web and Telecoms Professionals

Training provider



  • Sophie Ness (Business Development Apprentice)
  • (01482) 222 142
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