IT IDS Service Support Apprentice


Employer description: 

Hertsmere Borough Council is responsible for providing services including benefits, car parking, community safety, elections, environmental health, housing needs, leisure and parks, licensing, planning, street cleaning and waste collections. 

We have a busy in-house IT department providing a comprehensive range of services to all of our departments. 


As our apprentice you will be required to provide technical and service support to IT clients, using the ITIL principles of service operation, including incident management, problem solving, assisting in maintaining the IT knowledge base and dealing with service requests from clients. 

Main duties: 

  1. To provide technical and service support to IDS clients, using the ITIL principles of Service Operation. 

This includes: 

1.1 Incident Management: 

The Objective of Incident Management is the restoration of normal service as soon as possible with minimal disruption to the client and the business. 

  • To be responsible for the resolution of incidents from detection and recording of an incident on the IS Service Desk through to resolution and closure.
  • To keep clients informed of the ‘status’ of incidents from detection until resolution.
  • To be familiar with Known Errors recorded in the IDS Knowledge base and to be able to implement workarounds and ‘quick fixes’ in order to restore the service.
  • Escalation of problems to more senior staff when appropriate (via IDS Service Desk).
  • Assist the Service Support Team Leader in maintaining the IS Knowledge base.

1.2 Service Requests: 

A service request from a Client could be for information, advice, standard change or access to an IT Service.

For example: 

  • Reset a password
  • Provide standard IT Service for a new User.
  • Maintenance of equipment and replacement of consumables
  • Loan equipment administration

2. To Administrator the IDS Service Desk following the procedures set up and maintained by the IDS Service Desk Team Leader. This includes:

  • Logging calls
  • Offering solutions by telephone or remotely where possible
  • Allocating calls to other IDS staff
  • Monitoring the progress of calls
  • Keeping clients informed of the progress of their calls
  • Maintaining the inventory for moves and changes

3. To provide administrative support for the IDS section. This includes: 

  • Recording and distributing the daily post
  • Receiving and unpacking deliveries, and recording the necessary details for the inventory
  • Filing
  • Loading and unloading of security media, and transfer to fire safe storage
  • Assist the Service Desk team Leader with the IDS recycling facilities
  • Producing procedural and other documentation, under the guidance of more senior staff
  • Assist the IDS Management Team in collating KPIs and local KPIs.

4. To participate in the ICT Advanced Apprenticeship, to ensure that all college and workplace assessments are kept up to date and deadlines for completion are met.

5. To safeguard children, young people and adults at risk and make referrals to the appropriate agency.

Desired skills and personal qualities / Competences: 

Customer Focus: 

  • Takes a customer service approach to service delivery.
  • Strives continuously to exceed customers’ expectations.

Outcome Driven: 

  • Assesses and handles risk effectively.
  • Able to plan and prioritise to meet statutory and organisational deadlines.

Organisational Focus:

  • Works collegiately and corporately with colleagues, is outward looking and willing to work across organisational boundaries to get the right results for customers.

Problem Solving & Decision Making:

  • Takes ownership of problems.
  • Demonstrates initiative and uses good judgment.


  • You will need to be able to provide excellent customer service and must be able to plan and prioritise to meet deadlines.

Entry requirements: 

You need to have 5 GCSE’s: 

  • Maths and English (or equivalents) at grades D or above 
  • 3x GCSE’s grade A-C in any other subject 

You must not already have a qualification in a similar subject at the same level, or higher level than this apprenticeship. 

If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications. 

Find out more here:

Working week / duration: 

The post is offered on a full time (36 hours per week), fixed term basis for 15-months. 

Benefits include: 

  • 25 – 30 days annual leave (depending on the length of Local Government Service) plus one floating day per annum.
  • Local government pension scheme.
  • Flexible working hours (including home working).
  • Free car parking.
  • Free use of leisure facilities.
  • Cycle scheme.
  • Season ticket loans.
  • Access to a large staff roof garden.

You will participate in the ICT Advanced Apprenticeship and ensure that all college and workplace assessments are kept up to date and deadlines for completion are met.

At the end of the initial 15-month contract, you will achieve the level 3 qualification.

Important Information: 

QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education. 

To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.