IT Apprentice - Advanced (Level 3)

Serco Ltd (Employer)

Baltic Training (Training Provider)

Annual wage £11,500.00
37.0 hours per week Monday - Friday covering a variable shift pattern between 8.00am - 6.00pm
15 months (duration)
11 October 2021(start date)
Information communications technician (apprenticeship standard)
5 October 2021 (application closing date)
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Job Description

This role will be based in the Hertfordshire City Council office which is very professional and corporate, therefore they are looking for candidates who have a really positive attitude. The role will involve answering IT Support calls via the telephone, so good communication skills are also important.


Typical roles and responsibilities include (but are not limited to):

  • Customer focused with a strong sense of quality and a desire for delivering service excellence
  • Demonstrates strong interpersonal and communication skills
  • Can oversee the execution of tasks assigned and works well with their own / client teams to remove any obstacles
  • Sets and meets customers (internal and external) expectations, promising only that which can be delivered
  • Has the respect of the customer as a result of committing and delivering
  • Understands the relationship between work processes and the business
  • Is aware of internal / external business issues and instigates the ideal course of action as a result, ensuring best practice at all times
  • Has the ability to identify new opportunities within their own area and appropriately engages the client or manager in the pursuit of such opportunities
  • Once opportunities have been identified, provides innovative, workable solutions / plans for take on and continued delivery of the service
  • Answer all contacts within contractual SLA’s and meet all other SLA and KPI targets
  • Ensure communication delivered to users is accurate, appropriate and high-quality
  • Ensure that all incoming contacts are logged, diagnosed and escalated to appropriate and consistent quality standards
  • Deliver to first level resolution targets and improve on first level resolution
  • Deliver to remote resolution targets and improve on remote resolution
  • Triage contacts to support teams and escalation areas as required
  • Be responsible for delivering a high-quality IT support service in line with target SLAs

Full training and support will be provided throughout your apprenticeship by both Baltic Apprenticeships and Serco.

Future Prospects

There are career progression opportunities available upon completion of the programme. You, along with your employer, may decide to progress into a full-time IT position with the business.

Reality Check

Apprentices are paid for their normal working hours and training that's part of their apprenticeship (usually one day per week). For more information please visit:

Skills Required

  • Record all appropriate information accurately within the system CRM
  • Provide excellent customer service at all times
  • Contribute as directed to the Service Desk knowledge base
  • Manage your own workload in an accurate and timely manner
  • Maintain a positive and accurate image of the Service Desk
  • Excellent customer service and communication skills

Qualities Required

  • Adhere to all other Serco policies, procedures, work instructions, local and contractual obligations
  • Capable of working in a pressurised environment
  • Logical thinker and problem solver

Qualifications Required

  • Grade 4/C GCSE or equivalent in Maths is required for the role

Training Provided

Level 3 Information Communications Technician.

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