IT Helpdesk Apprentice Shrewsbury Colleges Group#

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Provide administrative assistance to the Technical Services Team and first-line technical support to users, assisting with all aspects of corporate IT operations, including routine maintenance, hardware and software installation.

• What will the apprentice be doing?
  • You’ll gain hands-on experience by working on real-world tasks such as managing user accounts, triaging IT support requests, maintaining hardware and software inventories, and supporting our digital learning environment
  • You'll also become familiar with a variety of business applications and IT systems - including Microsoft Office and our IT Helpdesk ticketing platform
  • Provide an initial point-of-contact service for customers
  • Provide first-line technical support to end users, resolving hardware and software, issues
  • Log, track, and manage support tickets, ensuring timely resolution in line with service level agreements (SLAs)
  • Install, configure, and maintain desktops, laptops, printers, and other peripheral devices
  • Assist with software installation, updates, and licensing management
  • Perform routine system maintenance, including updates, patches, and basic troubleshooting
  • Support user account management (e.g. password resets & MFA)
  • Maintain accurate documentation of inventories
  • Provide guidance and basic training to users on IT systems and best practices
  • Ensure compliance with company IT policies, security standards, and data protection requirements
  • Promote cybersecurity awareness and good practices among users

  Alongside your practical work, you’ll study towards a Level 3 IT Solutions qualification as part of a structured apprenticeship programme, designed to support your learning and long-term career development.

• Training and Qualification
  • The apprentice will formally train in their day-release at Shrewsbury College London Road campus for one day per week, with the remaining days of the week working on site across Shrewsbury College's campuses
• Career Progression
  • Following successful completion of the apprenticeship there will be an opportunity to discuss long term career development
• Desired Skills and Personal Qualities
  Communication skills, IT skills, Attention to detail, Organisation skills, Problem solving skills, Administrative skills, Analytical skills, Logical, Team working, Initiative, Non judgemental, Patience, Work to deadlines
• Required Qualifications
  GCSE English and Maths (Grade 4 (C) or above) Essential
  Level 2 IT or Computing (Grade pass) Essential
  
• Things to Consider
  • Proven experience in IT support, including desktops, laptops, printers, and mobile devices 
  • Knowledge of cybersecurity principles, including endpoint protection and threat awareness
  • Ability to work with and maintain confidential data and understanding of GDPR and data protection requirements
  • Ability to pick up and learn new systems quickly and with little guidance