IT Apprentice - Service Desk Technician

This is an exciting opportunity based at Southco’s European Headquarters, located in Worcester, for a candidate starting their career in IT. 

Alongside your apprenticeship, our team will provide training on our systems to enable you to provide 1st and 2nd line support to our users and their devices across the Europe region. Work is prioritised and managed through our ticketing system to enable a high level of service. You will also collaborate with the global team to deliver projects, such as system upgrades and security updates. 
 
Typical Duties will include, but are not limited to: 

Provide 1st and 2nd line IT support to users across the Europe region, resolving incidents and service requests via Southco’s service desk ticketing system in line with agreed service levels Diagnose, troubleshoot, and resolve IT issues relating to user devices, applications, and systems, escalating complex or unresolved faults to senior engineers where required Install, configure, and support end‑user hardware and software, including laptops, desktops, mobile devices, and approved applications, following Southco’s IT and security standards Maintain accurate ticket records and technical documentation, ensuring all actions, resolutions, and updates are clearly logged within the service management system Collaborate with global IT colleagues and third‑party suppliers to support service delivery, system upgrades, and routine maintenance activities Support IT projects, such as system upgrades, device refreshes, and security updates, working alongside experienced team members to deliver changes safely and efficiently  Apply IT security, data protection, and health & safety procedures when handling systems, equipment, and user data, escalating risks or issues as appropriate Develop technical skills and professional behaviours through the ICT Level 3 apprenticeship, coaching, and on‑the‑job learning, taking responsibility for continuous improvement and development

Training:

Information Communications Technician Level 3 Apprenticeship Standard: 

The successful candidate will undertake a 22-month, nationally recognised qualification through TDM. This is a work-based learning programme which will require commitment to block weeks in an online training room once every quarter, working towards the qualification along with weekly off-the-job training and monthly coaching sessions. You will be required to demonstrate through the standard that you meet all competencies and behaviours, which will lead to the achievement of the qualification. These block weeks will take place online in TDM’s virtual learning platform You will have a designated mentor in the workplace to support your learning, and at the end of the programme will be assessed via an external assessment body

Knowledge Areas Include:

Hardware and Networking Software and Security ICT Administration 

Training Outcome:
For the right individual, the opportunity to secure a permanent position and/or progress onto a higher-level apprenticeship

Employer Description:

Southco is a company committed to the growth of both the organisation and the individual. Driven by this value of growth and to provide you with a career development opportunity within Southco, we are looking to appoint candidates to the position of IT Apprentice - Service Desk Technician.

Working Hours :
Monday – Thursday, 08.00 - 16.30 and Friday, 08.00 - 15.00.

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Administrative skills,Analytical skills,Logical,Team working,Creative,Initiative,Microsoft operating systems,Microsoft applications,Familiarity with Microsoft 365