Working as part of the Service Desk team, the apprentice will play a key role in troubleshooting, maintaining, and improving the digital workplace experience for our clients’ employees. This entry-level position is designed for someone eager to learn and develop core IT support skills in a fast-paced, customer-focused environment.
Role Mission:
Claranet’s mission is to deliver exceptional workplace technology experiences for our customers. As a Service Desk Apprentice you will ensure Claranet’s customers receive the highest levels of service from first contact to the request’s completion.
Objectives & Key Results:
Ensure that the highest levels of service are delivered to Claranet’s customers
Provide customer support; responding to Customer requests for support via a range of communication channels
Take responsibility for the resolution of all customer issues raised, ensuring that customers are updated within agreed SLA’s and that all issues are resolved quickly and efficiently
Maintain high levels of end user satisfaction, as measured through feedback and survey results
Duties and Responsibilities
Maintain accurate records of activity taken throughout the lifecycle of a ticket
Providing remote technical support to customers
Troubleshoot and resolve issues related to hardware (desktops, laptops, peripherals), managed endpoints, and Microsoft 365 applications
User account, license and access management
Support software installations, updates, and configuration tasks on client devices
Document issues, solutions, and workarounds in knowledge base articles and user guides
Escalate complex incidents and problems to senior engineers or specialist teams as required
Contribute to a positive customer experience by communicating clearly, professionally, and empathetically with users
Validate contact and ensure security process is adhered to.
Teams To Collaborate With:
Customer Experience & Managed Service - Ensure we are consistently providing the best service to our customers, proactively monitoring their needs, and integrating their feedback into our future portfolio and propositions
Training:
BPP apprenticeship training programmes are delivered virtually by our fully qualified and industry-experienced training team. Using their expert knowledge, we’ve purposefully built our programmes around the real-world use of modern technology, so that the skills we create can be directly applied in the workplace
Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their work experience
Training Outcome:
There are lots of development areas from service desk for example IT support or technical solutions where you can develop in the business
Employer Description:Founded at the beginning of the dot.com bubble in 1996, our CEO Charles Nasser had a light bulb moment to develop a truly customer-focused IT business. Since then, Claranet has grown from an Internet Service Provider (ISP) in the UK to being one of the leading business modernisation experts, who deliver solutions across 11+ countries. At Claranet, we’re experienced in implementing progressive technology solutions which help our customers solve their epic business challenges. We’re committed to understanding their problems, delivering answers quickly, and making a lasting impact to their business. We are agile, focused and experienced in business modernisation. Our approach helps customers make genuine, significant shifts in their business strategy, to deliver financial savings, boost innovation, and create a resilient business. We continually invest in our people and the latest technologies, so our customers get peace of mind knowing that they have access to the best talent and services. In the UK we have around 500 staff working in London, Gloucester, Warrington, Bristol, and Leeds, or as homeworkers.Working Hours :Monday to Friday.
Shifts to be confirmed.Skills: Communication skills,Understanding IT terminology,Highly motivated,Energetic team player,Positive attitude,Determined and driven,Can-do attitude,Written communication skills,Self-motivated,Able to work under pressure,Customer focused....Read more...
As a Digital Support Technician Apprentice, you will:
Help staff, learners, and employers with technical queries (logging in, online platforms, emails, system issues)
Support onboarding of new learners and employers onto apprenticeship systems
Set up user accounts and maintain digital records across management systems (ILR/CRM/LMS/VLE)
Assist with troubleshooting hardware and software issuesSupport online learning platforms (Teams, Zoom, e-portfolio systems, etc.)
Help keep digital systems updated and working smoothly
Provide friendly customer service by phone, email, and online chat
Assist with maintaining equipment, devices, and simple network tasks
Produce basic user guides or instructions to help people use systems more easily
Escalate technical problems to senior team members when needed
Training:Your training will be delivered through a mix of workplace learning and structured teaching sessions by the training provider. You will learn on the job every day while being supported by experienced colleagues, and you will also have regular training sessions provided by your apprenticeship training partner.
Training will be delivered through a combination of:
On-the-job learning at our main office: London E1 5HZ
Hybrid teaching sessions once per week with your training provider
Monthly progress reviews with your coach and line manager
Self-directed study time built into your weekly schedule
Practical assessments and projects based on real work tasks
Training Outcome:Once the apprentice successfully completes the Level 3 Digital Support Technician apprenticeship, they can progress into a variety of digital and support-focused roles such as:
Digital Support Technician / IT Support Technician:
Providing day-to-day support for learners, employers, and staff
Learner Onboarding Coordinator:
Supporting digital platforms, enrolment systems, and user access
MIS / Data Administrator:
Managing learner records, ILR data, and compliance systems
E-Learning Support Specialist:
Supporting virtual learning platforms, resources, and online classrooms
Helpdesk or Service Desk Analyst:
Responding to tickets and troubleshooting issues for staff and learners
Employer Description:London Vesta College (LVC) is a specialist IT and digital training provider based in East London. As a government-approved apprenticeship provider, LVC delivers high-quality digital apprenticeships, and sector-focused skills bootcamps supported by qualified IT tutors. The college has a strong reputation, with Ofsted rating its apprenticeship provision as Good and the organisation reporting excellent employer satisfaction and a 100% apprentice pass rate. Employers choose LVC for its efficient recruitment and training support, while learners benefit from small class sizes, personalised coaching, and strong progression opportunities into digital careers—backed by more than a decade of experience in the digital education sector.Working Hours :Monday - Friday, 9.00am - 5.00pm.Skills: Communication skills,IT skills,Attention to detail,Organisation skills,Problem solving skills,Presentation skills,Administrative skills,Number skills,Analytical skills,Logical,Team working,Initiative....Read more...
Automation & process improvement: Support the design, build, and maintenance of automation workflows
Work with departments to identify opportunities to streamline processes. Help reduce repetitive manual work through practical, scalable automation solutions. Assist in the rollout, monitoring, and continuous improvement of automation initiatives. Document workflows, process maps, and automation logic as required
AI exploration & application: Assist in the development and testing of AI-powered tools for productivity and decision-making Explore real-world AI use cases and help identify improvements or new applications
Support responsible and ethical use of AI across business operations
Experiment with emerging technologies and share findings with the wider team
Collaboration & support: Work collaboratively with cross-functional teams to understand business needs. Provide support during system enhancements, integrations, and digital transformation projects
Communicate progress, findings, and issues clearly and professionally
Contribute ideas that support innovation and operational efficiency
ISO responsibilities: Follow established procedures for data handling, security, and documentation. Support evidence gathering for audits and compliance reviews. Ensure all automation and AI initiatives align with security, risk, and quality-management standards. Report any potential risks, non‑conformities, or system issues in line with ISO processes
Training:
The AI & Automation Specialist programme integrates live and online workshops with self-paced learning, employing a guided discovery approach for individual learner contexts
Learners are assigned a Digital Learning Consultant (DLC) for personalised coaching and support. These specialists ensure their successful progress, wellbeing, and readiness for assessments
Training Outcome:
90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average
Employer Description:At IT Desk we believe that world-class technology and support should be accessible to all businesses.
As IT consultants, we serve over 100 customers, of varying sizes and requirements, across many different sectors. Technology plays a critical role for every one of these clients: it has the power to support their growth and unlock efficiencies and profitability. We see our role as enabling those improvements, delivering IT solutions that transform our client’s business.Working Hours :Days and shifts to be confirmed.Skills: Communication skills,Attention to detail,Organisation skills,Problem solving skills,Analytical skills,Team working....Read more...
Providing first line IT support to staff, students, and visitors, via all the Service Desk’s contact methods, developing the skills and confidence required to operate as a fully effective first line analyst.
Gaining exposure to selected second line support activities as part of the apprenticeship, working alongside colleagues to develop an understanding of the full scope of IT Service Desk support.
Ensure all user interactions are accurately recorded within the IT Service Management (ITSM) tool, maintaining complete and precise ticket documentation. Capture every contact and action taken, enabling effective handovers, consistent service delivery, and full visibility of previous activity.
Identifying trends within recent and ongoing issues by monitoring incoming incident records and collaborating with colleagues.
Utilising skills, experience, and documented knowledge to provide solutions to users for the majority of reported issues.
Accurately triage more complex or time-consuming issues to other support teams, by building a thorough understanding of our services and support teams.
Developing a broad understanding of the University’s organisational structure, business functions, strategic aims, and key stakeholders to accurately assess the impact of issues.
Participating in ITIL-based Incident and Problem Management in line with documented processes.
Updating the Status Page for system outages to keep the wider University informed and sharing updates in the collaboration channel.
Being an advocate for our users proactively escalating issues where IT support is not meeting expected service levels to help ensure timely resolution and the delivery of excellent customer service.
Contributing to the creation and maintenance of knowledge base articles, ensuring documentation is easy to follow, written in plain English and tailored to the correct audience.
Any other duties that may reasonably be required in line with your position within IT Services or to help deliver excellent customer service.
Supports equality and values diversity, moderates own behaviour to avoid unfair discriminatory impact or bias on others.
Training Outcome:
Technical Support Analyst
Desktop Support Specialist
Team Leader
Employer Description:A world top 100 university and part of the prestigious Russell Group, the University of Birmingham makes important things happen. Delivering groundbreaking research and excellent research led teaching. People are at the heart of what we are and do. The University of Birmingham is proud to have been a part of the City of Birmingham and the wider region for over 100 years, and we are equally proud to be recognised as a leading global university. We want to attract talented people from across the city and beyond, support them to succeed, and celebrate their success. We are committed to helping the people who work here to develop through our sector-leading Birmingham Professional programme which provides all professional services staff with development opportunities and the encouragement to reach their full potential. With almost 5,000 professional services jobs in a wide-range of functions in Edgbaston and in our campus in Dubai, there are plenty of opportunities for you to be able to develop your career at the University. We believe there is no such thing as a typical member of staff and that diversity is a source of strength that underpins the exchange of ideas, innovation, and debate. We warmly welcome people from all backgrounds and are committed to fostering an inclusive environment where diversity is at the heart of who and what we are, and how we work. Supporting our people to achieve a healthy work/life balance is important both to our employees and to the success of the University and, depending on the role, we offer a variety of flexible working arrangements. We therefore welcome discussions on all forms of flexible working. In addition, you will receive a generous package of benefits including 40 days paid holiday a year, one paid day a year for volunteering, occupational sick pay, and a pension scheme. We also have three high quality subsidised day nurseries. The University is situated in leafy Edgbaston and there are excellent transport links to our beautiful campus, including main bus routes and a train station on site. On campus we have a state-of-the-art sports centre with pool, shops, places to eat and drink, our own art gallery, museum, and botanical gardens.Working Hours :Usually Monday - FridaySkills: Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Presentation skills,Administrative skills,Number skills,Analytical skills,Logical,Team working,Creative,Initiative,Non judgemental,Patience....Read more...
