Rail Delivery Group Limited

IT Service Desk Apprentice - 19384


Rail Delivery Group Limited

Training Provider:


Annual wage £17,000.00
37.5 hours per week Monday - Friday, 9:00am - 5:30pm.
duration: 15 months
start: 13 January 2020
Advanced(level 3)
Infrastructure technician Level 3 (A level) (apprenticeship standard)
2 January 2020 (application closing date)
Your job role will be to provide assistance to colleagues of RDG and occasional support to member companies as required.  The role will be key in supporting our client base with problem resolution and equipment deployment to the diverse user base that may include both internal and external stakeholders.


You will be delivering critical 1st/2nd line support to our users and supporting a wide range of technologies. 

The IT Team consists of five members (excluding this role) and will increase in size in the foreseeable future. 

The Apprentice is expected to provide sensible advice and solutions to routine day-to-day problems and administrative challenges within the team. You’ll be expected to use your initiative and judgement to address and resolve more complicated problems and issues. 

Key Responsibilities:  

  • General IT Support, dealing with hardware and software enquiries  
  • First line support to resolve technical issues
  • To maintain a Service Desk System including asset register and reporting.   
  • General hardware and software support 
  • To use NetSuite to enter expenses, to create POs and GRNs, in a timely manner and in line with company policy, maintaining performance against budget
  • To maintain and manage our service desk recording system 
  • To develop and maintain good working relationships with the IT team and across the organisation and help ensure the team operates effectively and efficiently. 
  • Installing and configuring software and hardware 
  • Account creation and maintenance 

This list is not designed to be a list of all tasks undertaken, but an outline record of the main responsibilities. 

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

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

  • Experience of working/responding independently and dealing with unforeseen problems and circumstances 
  • Highly competent keyboard skills and knowledge of Microsoft Office package 
  • Good command of English grammar and high level of accurate numeracy 
  • Ability to multi-task and plan workload efficiently 
  • High level of accuracy and attention to detail 

Qualities Required

  • Team player 
  • Organised 
  • Creative and analytical thinking 

Qualifications Required

  • 5 GCSE’s or equivalent at grade A - C (7-4) and above, including maths & English

Training Provided

  • Level 3 - Infrastructure technician standard 
  • Functional Skills 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