ICT Support Services Apprentice

South London

This vacancy is now closed


Employer description: 

On 1 October 2016, Richmond and Wandsworth Councils launched a Shared Staffing Arrangement, to deliver substantial savings to preserve front-line services. 

The Shared Staffing Arrangement is a single staffing structure across the two boroughs, delivering estimated savings of up to £10 million per year for local taxpayers in each authority. Both Councils have reduced their budgets since 2010, but significant savings are still required as local government makes its contribution to reducing the national budget deficit. Wandsworth and Richmond Councils continue to be separate sovereign bodies with their own elected Councillors, Cabinets and Leaders, maintaining their distinct identities and retaining the ability to develop policies and priorities that matter to their local residents. 


You will have the opportunity to gain valuable skills, knowledge and experience as you complete an IT systems and networking - Azure Cloud Support Specialist - Level 3 Apprenticeship. 


£11,170 - £15,411 per annum. 

Main purpose of the job: 

To assist Corporate IT staff in providing ICT services to all of the Council’s service Departments. 

Primary responsibilities will be to:

  • Maintain and enhance Customer Satisfaction and “The Customer Experience”
  • Provide quality, responsive and consistent resolutions to IT incidents and requests
  • Receive, analyse and record any incidents or requests in line with established systems and procedures, ensuring that all customers are dealt with in a speedy, effective, efficient and courteous manner keeping them informed as to the progress 
  • Have experience with systems, processes, reports etc. used within your section - where you will be providing training and assistance on these 
  • Ensure that all work is carried out to Corporate IT’s agreed service levels and standards. 
  • Progress assigned IT related requests for new hardware and/or software, or for changes such as equipment moves.
  • Adhere to corporate processes for both procurement and the disposal of redundant equipment, processing requests in a timely manner.
  • Build and/or configure hardware equipment as appropriate and in accordance with agreed corporate standards.
  • Install and configure software to meet customer requirements whilst adhering to corporate policy and security standards.
  • Ensure all hardware assets are appropriately badged.
  • Maintain accurate records of work completed and ensure that records are updated in accordance with both section procedures and working practices, e.g. Asset Register and Software License information.
  • Maintain up to date build guides and other documentation.
  • Ensure good communication at all levels and make sure that all information given to customers or other stakeholders is accurate and appropriate.
  • Troubleshoot and resolve assigned IT related incidents as and when required.
  • Provide support and assistance to the other sections within Corporate IT.
  • Carry out general administrative duties to assist in the provision of an effective and efficient service as required by your post.
  • Carry out any other duties, commensurate with the post, as determined by the ICT Deskside Co-ordinator or ICT Support Services Manager.

Desired skills: 

  • Good customer service skills 
  • Eye for detail 
  • Self-motivated 
  • Good basic IT knowledge 

Entry requirements:

  • 3 GCSE’s (or equivalent) at grades 4+ (A-C) in any subject
  • GCSE Maths and English (or equivalents) at grades 3+ (D or above)
  • Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject

You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme. 

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: 

36 hrs per week,

Future prospects:

We have had many successful apprentices who stay on as permanent employees after their apprenticeship is completed, or you could progress to a higher level apprenticeship.

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.