IT Helpdesk Support Apprentice - 19104



Training Provider:


Annual wage £11,000.00
35.0 hours per week 9am-5pm, Monday-Friday.
duration: 15 months
start: 6 January 2020
Advanced(level 3)
Infrastructure technician Level 3 (A level) (apprenticeship standard)
7 December 2019 (application closing date)
You will have the opportunity to gain valuable skills, knowledge and experience whilst you complete a Infrastructure Technician Level 3 Apprenticeship.


Main responsibilities: 

  • To provide 1st and 2nd line technical support desk-side via email or phone
  • To log, update and manage all support requests using Wrike
  • To advice users on computer best-practices
  • To help with software installation and configuration
  • Ensure all networked computers have antivirus, disk encryption and firewall
  • Take ownership of technical issues and see incidents through to successful resolution
  • To update incidents/request Wrike task timely and comprehensively
  • Provide progress updates to internal customers (end-users)
  • Perform vendor and management escalation of customer issues in a timely and appropriate fashion
  • Provide customer focused desktop support to senior management and all employees in the UK and USA
  • Install, set up, update, troubleshoot and resolve issues on laptops, desktops, printers
  • Provide floor port patching upon request and help with Wi-Fi and VPN connectivity

Future Prospects

You’ll gain a full time position upon successful completion of the apprenticeship. 

Reality Check

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

  • IT experience, with proven technical support experience
  • Knowledge of desktop environments Windows 7, 8, 10 and MacOS
  • MS Office and advanced MS software support (Office 365 desirable)
  • Excellent customer-service focus, with a positive, ''can do'' attitude
  • Initiative taker, results driven
  • Able to work under pressure and on tight deadlines
  • Organised with good attention to detail
  • Analytical and problem-solving skills 

Qualities Required

  • Excellent communicator 
  • Flexible team player, comfortable in a multi-national environment 
  • Professional approach 

Qualifications Required

3 x GCSE (or equivalent) at grades A-C 9/4 in any subject, plus must include English and maths 

Training Provided

  • Level 3 Infrastructure technician

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. 

Apply now