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ICT Service Desk Support Apprentice

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Job Summary

Employment Term:
Full Time, Limited Term
Working Pattern:
Full time
Advert Start Date:
Advert End Date:
Closed for applications on 11/07/2019 12:00
NMW £4.35 to £8.21 per hour according to age
Hours per week:
Job Category:
Vacancy ID:
Employment Location:
Badminton Road, Yate, Bristol, BS37 5AF
Post Number:

Job details 

Closing date:
11 Jul

Please note

This job is closed for applications.

Further information

Are you passionate about technology?

South Gloucestershire Council are seeking an ICT Apprentice to be a member of the Service Desk Centre team and as such will be the first point of contact for the customer for all ICT enquiries.

Throughout the 19 month apprenticeship you be trained and gain work experience of carrying out a variety of duties such as;

• Providing a 1st line support service, working with customers to resolve their problems; via telephone, email or connecting to the customer‘s computer remotely, and gathering as much relevant information as possible of the nature of the problem.

• Escalating issues or outstanding open calls to Service Desk Officers, rostered-in domain Engineers or the Service Desk Supervisor, keeping the customer well informed of any progress on their query.

• Regularly check the IT monitoring systems, verify any issues found, log and investigate or escalate as appropriate.

You will receive supervision, guidance and support from your workplace supervisor and a workplace mentor. As part of the apprenticeship you will complete Level 3 Infrastructure Technician at Gloucestershire College. (Travel to Cheltenham Campus is required for which travel and parking costs will be reimbursed).

If you enjoy problem solving you could be the apprentice for us!

Please note that you will be expected to undertake a basic skills assessment as part of the selection process. This will be emailed to you by the college to complete by a specific date.

South Gloucestershire Council is committed to treating everyone fairly, to challenging inequalities and to promoting equality of opportunity for all. We welcome applications from everyone and value diversity in our workforce.

Main Duties

• Being first point of contact for the customer for all ICT enquiries.

• Developing and applying expertise to trouble-shoot Customer’s technical issues, assisting them and ensuring all decisions made are in the best interest of the customer.

• To work in a collaborative and ‘digital’ manner using, and suggesting, the latest tools to facilitate successful outcomes.

• Information security and governance maintenance.

• Regular checking of IT monitoring systems, verifying any identified issues, logging and investigating or escalating as appropriate.

• Managing approx 2500 customer cases per month.

• Managing approx 2500 user accounts and computers supported and maintained.

Selection Criteria

To enable us to shortlist in a fair and unbiased way it is absolutely vital that you provide us with sufficient information to demonstrate how you meet or exceed the criteria outlined in the vacancy description. Please include this information in the knowledge, skills and experience section of the application form.


• Must hold a minimum qualifications of GCSE A*-C (or Grade 4-9) at GCSE (or equivalent qualification) in English and Maths or be willing to work towards gaining a Level 2 in English and Maths.

• Good written and numeracy skills.

• Good research and problem solving skills.

• Excellent IT skills.

• Able to communicate well with others, in order to provide an excellent customer service.

Additional Information

Interviews will be held on 18th July 2019.

Please note that you will be expected to undertake a basic skills assessment as part of the selection process. This will be emailed to you by the college to complete by a specific date.

You must be able to get to your location of work: Badminton Road, Yate, BS37 5AF and training provider: Gloucestershire College, Princess Elizabeth Way, Cheltenham, GL51 7SJ. Travel to and from the college and parking costs will be reimbursed.

Salary: NMW

Hourly rate
Aged 25+ £8.21
Aged 21-24 £7.70
Aged 18-20 £6.15
Under 18 £4.35

Hours: 37

Safer Recruitment

South Gloucestershire is committed to safeguarding and promoting the safety and welfare of children, young people and vulnerable adults.

Our Values

As an employee of South Gloucestershire Council you will be expected to have a ‘can-do- attitude and adapt to the fast pace of change. You will strive to work well with others to reach a common goal and embrace a partnership and inclusive approach to delivering efficient and effective services. You will use your initiative to deliver and take responsibility for your performance to help the team, department and council to achieve its goal and make the best use of available knowledge, expertise and capacity in order to continuously improve the quality of services.

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