Apprentice IT Officer; Service Desk

Role Overview

An exciting opportunity has arisen for a customer focused individual to join the Council’s ICT Service Desk Team. You will demonstrate good communication skills, be enthusiastic, innovative and contribute towards the positive experiences of the people we work with.

• Assisting in the Provision of an IT support service to meet standard level agreements.
• Processing incoming emails.
• Logging IT service desk tickets.
• Support the Provision of a telephone support service in a professional manner; achievement of first line call resolution with first fix where possible.
• Developing your technical knowledge to carry out troubleshooting and applying fixes.
• Learning to triage faults and escalating support requests to second and third line IT support staff as appropriate.
• Use the council’s internal chat bot to assist corporate colleagues.
• Assisting second line IT support in fault fixing and repairs when necessary.

To be eligible for this apprenticeship you must meet the criteria set out by the Department for Education in the Apprenticeship funding rules, including:

• Be aged 16 or over on the day the Apprenticeship starts.
• Having a valid and eligible residency status and the right to work in England which will last for the duration of the apprenticeship.
• Meet the essential qualification criteria in the role profile and be able to provide original qualification certificates at interview.
• Not be enrolled on any other programme or qualification which means you are not eligible under the Apprenticeship funding rules.
• Not have prior learning and experience (including qualifications at the same or higher level in the same or a closely related field) which duplicates the learning and experience to be provided under the apprenticeship.

The appointed candidate will be required to participate in a rota supporting the Service Desk, operating from Monday to Thursday 7:30 – 5pm, Friday 7.30 – 4.00pm (37 hours per week).

Closing Date:
Tuesday 6 January 2026
Interview Date: 21st / 22nd January 2026