IT Support Apprentice

I.T. Apprenticeship Role with ECC June 2025 As an IT Apprentice, you’ll be working closely with our First, Second and Third Line technicians as they support our existing and new customers’ IT requirements. You’ll have a keen interest in IT and must be able to work as part of a busy support team. Working closely with other departments you will need to build relationships with both internal and external customers. 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. You’ll be IT-literate with skills in the use of Microsoft Office, in particular, Outlook, Word, Excel and recent versions of Windows. Skills in Office 365 as well as hardware building are definitely a bonus.

Specific duties will include (but aren’t limited to):

The timely and accurate logging of customer issues into the Call Management system, from both phone calls and incoming emails Using the formal call logging system in place, and be responsible for the quality of the information recorded – to 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 escalate 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 Desk – freeing up the First and Second Line technicians to concentrate on the resolution of issues to meet our agreed SLAs. Ultimately we’ll work to promote you through the ranks of 1 st , 2 nd and third line support! Our customers are supported from 8:30am – 6:00pm Monday – Friday [excluding Bank Holidays] and you will work a 37½ hour week around these hours. You may be asked to work the occasional weekend to support customer migrations; this will be supervised and time given back in lieu. In addition, you’ll be expected take part in the Technical Support meetings which take place one morning each week.You’ll need to be educated to at least GCE Grade A-C level in both English and maths.

Training:

Your training plan:

All training will be delivered online by Wise Origin, offering flexible, expert-led instruction with interactive sessions and digital resources. This ensures apprentices can develop their skills while balancing work commitments

More training information:

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 Digital, IT & Data Apprenticeships and our aim is to help businesses and individuals make wise decisions for better futures Throughout the program, you will receive dedicated support from your tutor to ensure your success Upon completing your apprenticeship, you will be awarded the Level 3 Information Communication Technician Apprenticeship Standard

Training Outcome:

Ongoing career development and progression opportunities upon successful completion of the apprenticeship.

Employer Description:
Learning for Futures Ltd (trading as Wise Origin) is a national training provider, proudly rated Ofsted Grade 2. Since 2006, we have specialised in delivering high-quality apprenticeship training across diverse sectors, with a strong focus on IT and Digital. Our mission is to provide nationally recognised apprenticeship programs that drive positive outcomes and qualifications. We are committed to maintaining exceptional standards of training and fostering an inclusive learning environment that empowers individuals and supports employer success.

Working Hours :
8 am-5 pm pm Monday-Friday

Skills:
Communication skills,IT skills