We work to strict SLAs with our customers, and you’ll be responsible, after training, for the quality of information logged into our ticketing system.
You will be expected to accurately log support tickets in a timely manner. We expect you to be self-motivated, efficient and well-organised with a keen eye for detail.
Specific duties will include (but aren’t limited to):
Good use of Microsoft Office, in particular, Outlook, Word, Excel and Windows
Skills in Office 365
Hardware building
The timely and accurate logging of customer issues into the Call Management System
First Line support from both phone calls and incoming emails
Take responsible for the quality of the information recorded
Be able to produce clear descriptions relating to user problems that ensure timely and efficient solutions
Resolving the initial query to the best of your ability if you don’t need to escalate
Recognising when a call is urgent and escalating accordingly
Carrying out configuration and testing of new kit prior to install at customer site
The ability to work as part of a team, whilst remaining self-motivated in managing your own workload
The ability to demonstrate an excellent customer service focus when dealing with clients
We’re looking for you to develop the role so that, in time, you become the first point of contact for all incoming issues to the Help DeskTraining:
Information Communications Technician Level 3 Apprenticeship Standard
An apprenticeship includes regular training with a college or other training organisation
At least 20% of your working hours will be spent training or studying
Training Outcome:
We’re looking for you to develop the role so that, in time, you become the first point of contact for all incoming issues to the Help Desk
Ultimately, we’ll work to promote you through the ranks of 1st, 2nd and third line support, and provide you with further training and support
Employer Description:Wise Origin is a national training provider which was established in 2006. We deliver further education and provide employment opportunities through our Apprenticeship Programmes and other funded provisions. We specialise in IT, Digital & Data Apprenticeships and our aim is to help businesses and individuals make wise decisions for better futures.Working Hours :Monday - Friday, 9.00am - 5.00pmSkills: Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Administrative skills,Analytical skills,Logical,Team working,Initiative,Non judgemental,Patience....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 to Friday, 9.00am to 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...
Assist in designing, building, and testing automation workflows using platforms such as Microsoft Power Automate, n8n, and custom APIs
Support the integration of AI tools and large language models (LLMs) into internal systems and client environments
Help monitor, maintain, and improve existing automated workflows to ensure reliability and performance
Provide first-line IT support for client systems, including cloud services (Microsoft 365, Azure, Google Workspace) and network devices
Contribute to documentation of automations, scripts, and system processes
Assist senior engineers in implementing new tools and solutions to enhance operational efficiency
Participate in R&D projects exploring AI-driven tools and business process automation opportunities
Collaborate closely with the technical team to troubleshoot and resolve IT and automation-related issues
Training:Why choose our AWS Cloud Support Specialist Level 3 programme?
The AWS Cloud Support Specialist apprenticeship allows you to recruit fresh cloud talent or upskill your existing workforce to become work-ready first-line IT support, specialising in AWS and cloud management. An AWS Cloud Support Specialist’s role is desk-based and revolves around system user queries and resolving faults in a helpdesk environment. AWS Cloud Support Specialists are expected to rectify or escalate faults swiftly, to mitigate internal and external impact.
The AWS Cloud Support Specialist Level 3 Apprenticeship enables the apprentice to:
Understand how to carry out a methodical approach to problem -solving
Become aware of the key organisational, cultural and health and safety considerations required by AWS Cloud Support Specialists
Comprehend core networking principles, including network addressing, Cloud, Virtualisation and Security
Gain a fundamental understanding of operating system concepts in cloud-based environments
Grasp the concept of cloud-enabled systems, secure integration, disaster recovery, principles of test plans and automation tools.
Tools and technologies learned:
Learners will learn to use AWS
Training Outcome:You will work closely with the IT Tech team and management, gaining the skills and experience to progress into an Apprentice Automation Engineer or IT Systems Technician role
Upon successful completion of the apprenticeship, there may be an opportunity to secure a full-time position if available at the time with continued professional development, vendor certifications, and exposure to cutting-edge AI and automation technologies.Employer Description:At Iconology Ltd, we are a forward-thinking Managed Service Provider (MSP) based in Kent, delivering outstanding IT, automation, and AI-driven solutions to clients across diverse industries.
At Iconology, dedication and initiative are recognised and rewarded. As our business continues to grow, so do the opportunities for career progression and personal development. If you’re passionate about technology, automation, and innovation — and you’re eager to learn in a fast-paced, team-driven environment, apply today!Working Hours :Monday - Friday, 9.00am - 5.30pm (out-of-hours may be requested with notice as overtime).Skills: Communication skills,IT skills,Problem solving skills,Analytical skills,Team working....Read more...
The apprentice will be responsible for logging, diagnosing, and assisting in the resolution of issues raised by VIPs and users, covering a variety of hardware and software packages. Under supervision, you will help with the installation and configuration of new hardware, software, and services, and provide first-line technical support to users across the business.
Throughout your apprenticeship, you will develop your technical skills, customer service abilities, and understanding of IT service desk operations, contributing to the delivery of high-quality support.
Duties & Responsibilities
Primary:
Assist in providing end-user support to VIPs and users via telephone, remote support, email, and face-to-face interactions, engaging with users at all levels across the organisation
Log, triage, and help resolve IT incidents and requests using the ITSM system (ServiceNow)
Support technical investigations of user issues under supervision, escalating problems to senior team members or higher support tiers when necessary
Learn and apply troubleshooting techniques for hardware, software, and network issues, including desktops, laptops, printers, and mobile devices
Assist with installation, configuration, and maintenance of hardware, software, and services, including new deployments, upgrades, and endpoint activities
Support Active Directory administration and deployment of software via Endpoint Manager
Help maintain and update technical documentation and user-friendly support articles
Assist with printer and consumable support, including driver installation, stock management, and basic troubleshooting
Support basic hardware repairs and part replacements under supervision
Assist with telephony and video conference system setup and support (SIP/VOIP, video conferencing)
Help configure and support iOS/Android mobile and tablet devices and deployment of 4G/5G dongles
Learn basic networking concepts (TCP/IP, Ethernet) and assist with network patching and troubleshooting
Support new site/office setups and moves in collaboration with the networking team
Assist with IT stock management (laptops, monitors, cables, peripherals) and request components via ServiceNow
Participate in IT projects as directed by the IT Manager or other senior IT staff
Communicate effectively with IT team members and stakeholders regarding events that may impact IT services
Maintain a clean and organised working environment and assist with general housekeeping of IT equipment
Handle user concerns and complaints professionally, escalating as needed
Provide cover for the IT helpdesk team and support internal teams as required
Participate in occasional out-of-hours, weekend, or bank holiday work as needed for business continuity and learning
Secondary:
Participate in IT team meetings, training sessions, and workshops to develop technical and customer service skills
Assist with maintaining and updating the IT knowledge base, FAQs, and internal documentation
Good level of working IT knowledge and practices
Support the onboarding and offboarding process for users, ensuring equipment and access are set up or removed as required
Monitor industry news and trends, sharing relevant updates with the IT team
Help test and evaluate new hardware, software, or IT solutions under supervision
Keep working area, cupboards, and storage area clean, tidy, safe and equipment/spares organised
Support other IT projects and initiatives as directed by senior team members
Training:
This role is based in Esher, Surrey
You will be required to work in our head office location, and training will take place remotely with online lessons per week
Training Outcome:
The apprentice will gain the Level 3 Information Communications Technician qualification and may progress into a permanent position within Keltbray
Employer Description:Keltbray is a UK leading specialist engineering contractor, which offers engineering, construction, demolition, decommissioning, remediation, environmental services and reinforced concrete frame solutions. We are a key player in developing and maintaining Britain’s built environment and major civil engineering, operating in highly regulated climates and transforming sites across the UK.
Our purpose is to redefine the way sustainable development is delivered. Based on our collective experience, we collaborate at the earliest stage to design and self-deliver innovative customer solutions across technically demanding built environment and infrastructure sectors. Working in partnership with our stakeholders, we are actively contributing to economic growth, social advancement and environmental protection.
Diversity & Inclusion
We advocate for difference and champion diversity to foster an inclusive environment that allows our people to bring their true selves to their work every day and enable our people to thrive by promoting health and preventing harm.Working Hours :Monday- Friday
8am- 5pm
40 hours per weekSkills: Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Administrative skills,Analytical skills,Logical,Team working....Read more...
