IT Helpdesk Technician Apprenticeship - Advanced (Level 3)

Emw Law Llp (Employer)

QA Apprenticeships (Training Provider)

Annual wage £13,260.00
37.5 hours per week TBC upon interview.
15 months (duration)
24 May 2021(start date)
Infrastructure technician (apprenticeship standard)
Digital (route)
11 May 2021 (application closing date)
Register interest

Job Description

The Helpdesk Technician (Apprentice) will assist the IT Helpdesk Manager with providing 1st and 2nd line helpdesk support and the installation, maintenance and administration of computer equipment and associated software, telecoms and audio visual systems.


Duties and responsibilities:

  • Ensuring that the IT Services Service Level Agreement (SLA) is adhered to at all times.
  • Assist with providing 1st and 2nd line helpdesk support on a daily basis.
  • Responsible for ensuring that all IT helpdesk requests are logged using helpdesk software.
  • Assist with the production of user documentation.
  • Responsible for escalating support requests to an appropriate team member as and when required.
  • Contribute to the smooth running of an out of hours IT support rota.
  • Assist with ensuring that software updates and patches are applied to all PC’s on a monthly basis.
  • Proactively react to any issues or problems detected whilst running antivirus software and taking the necessary actions.
  • Responsible for the upkeep of the IT Asset Register, including hardware, software, audio visual and telephone systems.
  • Assist with the implementation of IT projects as and when required.
  • Contribute to the policing of IT quality standards throughout the firm.
  • Assist the IT Services team by carrying out training duties as and when required.

Future Prospects

Upon completion of the Apprenticeship, there is an opportunity to become a Full Time Employee of EMW Law LLP.

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

The requirements listed below are considered to either be essential to successfully undertake the duties and responsibilities of the post or are considered desirable.

  • Strong communication skills in order to successfully explain IT concepts to non-technical colleagues
  • Desire to learn and accept change
  • Adapt to, and remain calm and focussed, in all situations
  • Ability to influence others

Qualities Required

  • Professionalism
  • Attention to detail

Qualifications Required

  • 5 GCSE’s, grades A*-C/9-4 or equivalent (including English Language and maths)
  • Ideally, completed a recognised IT apprenticeship or equivalent 

Training Provided

  • Level 3 Infrastructure Technician 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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