Desktop Support Apprenticeship - Level 3 - Advanced (Level 3)

Rentokil Pest Control (Employer)

QA Apprenticeships (Training Provider)

Annual wage £12,000.00
37.5 hours per week TBC upon interview.
15 months (duration)
25 October 2021(start date)
Information communications technician (apprenticeship standard)
12 October 2021 (application closing date)
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Job Description

The role is part of the team responsible for the day to day management of the desktop and user devices used within the Rentokil initial business units - day to day management of incidents and the user devices estate, whilst working closely with Service Delivery to ensure services are delivered within the agreed SLA’s.


Tasks and Responsibilities:

  • Undertakes routine installations and de-installations of items of hardware and/or software
  • Takes action to ensure targets are met within established safety and quality procedures, including, where appropriate, handover to the client
  • Uses system management software and tools to collect agreed performance statistics
  • Carries out agreed system software maintenance tasks
  • Provides technical expertise to enable the correct application of operational procedures
  • Contributes to the planning and implementation of maintenance and installation work
  • Ensures that incidents and requests are handled according to agreed procedures
  • Ensures that documentation of the supported components is available and in an appropriate form for those providing support
  • Creates and maintains support documentation
  • Ensure the security dashboard are kept to the agreed SLA 
  • Corrects malfunctions, calling on other experienced colleagues and external resources if required, and initiates action to ensure best use is made of available network assets
  • Reports details of all hardware/software items that have been installed and removed, ensuring that all change management and configuration management procedures are followed, and taking responsibility for maintenance and reconciliation of equipment and user databases
  • Helps to resolve problems (e.g. poor performance) and faults (e.g. system failure) occurring in the operation of hardware and software
  • Analyses work in progress, takes action to ensure targets are met within safety and quality procedures, including hand-over to client where appropriate
  • Ensures that all tasks and procedures are carried out effectively and efficiently to agreed levels of service or specific requirements of Service or Operational Level Agreements
  • Responds to enquiries by users, specialists or others and is able to deal effectively with a broad range of problems of moderate complexity, only escalating those which need specialist or management attention
  • Ensures that documentation of the supported systems and software is available and in an appropriate form for those receiving calls. Ensures log entries of user contacts provide sufficient information for the resolution of subsequent faults and problems

Future Prospects

92% of QA Apprentices secure permanent employment after finishing their apprenticeship. Additionally there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks.

Reality Check


  • 23 days' holiday, plus 8 bank holidays
  • Rentokil Initial Reward Scheme
  • Employee Assistance Programme
  • Death-in-Service Benefit
  • This is a great opportunity to join a well-known and respected business, as well as being officially one of Britain’s most admired companies, who won the Indeed; Top-Rated Workplace" awarded in 2019, beating Apple to the top spot!

Important Information:

QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education.

To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.

Skills Required

Specific goals:

You will: 

  • Learn about the role that Desktop support plays within IT and how it links in with the other teams.
  • Understand the relationship between AD and Google services.
  • Gain a working knowledge of Data cabling and Communications.
  • Be able to identify the areas of responsibility within GIS to ensure ticket management is accurate.
  • Able to investigate and diagnose Deskside network related issues.
  • Be shown how Chrome devices are Enrolled and managed.
  • Shown WSone and how it’s used with RI,
  • Be Involved in the Build process for Desktop machines.
  • Able to demonstrate an understanding of how C-Panel is used to Manage Chrome devices.
  • Understand the relationship between Resources and Calendars and how GVC works.
  • Understand security Dashboards.
  • Able to independently use MDT to image desktop machine.
  • Be able to demonstrate the Confidence and knowledge to be seen as a primary desktop support contact for Crawley.
  • Understand the geographical challenges that are faced by the Desktop support team when providing support to such a widespread customer base. 

Qualities Required

  • Has good inter-personal skills. Is well organised and practical, with a logical, analytical approach to problem solving. Pays careful, close attention to detail.
  • Has an understanding of installing many of the items of hardware and/or software to be found in own organisation; has also acquired expertise in several areas of installation
  • Displays a responsible attitude to following procedures, keeping records, and caring for equipment and other assets.
  • Has a good knowledge of at least one software platforms and good knowledge of two or more system software products which are used by the organisation. Has a good understanding of the system interfaces.
  • Has good oral communication skills and takes an analytical approach to problem solving. Is familiar with the concepts and practices required to implement effective IT solutions, particularly those employed in own organisation.

Qualifications Required

Entry requirements:

You need to have 5 GCSE’s:

  • Maths and English (or equivalents) at grades D or above
  • 3x GCSE’s grade A-C in any other subject

You must not already have a qualification in a similar subject at the same level, or higher level than this apprenticeship. 

If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications. 

Find out more here:

Training Provided

  • Level 3 Infrastructure Technician Apprenticeship Standard
  • Functional Skills in maths and English if required

Approximately 11% of training takes place in the QA learning centre classroom. 9% is done in the workplace, through online training, face-to-face meetings with your QA Technical Skills Coach, or developing your portfolio. The remaining time will be spent on your workplace activity.

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