IT Service Desk Apprentice

Hours: Full time - 37 Hours
Contract Type: Fixed Term – 18 Months 
Location:  Science and Technology Facilities Council, Rutherford Appleton Laboratory Harwell, Oxfordshire
Closing date: 16th February 2025

The Digital Infrastructure Facilities team support a national and international community of more than 3000 scientists for research into subjects ranging from clean energy and the environment, pharmaceuticals and health care, through to nanotechnology and materials engineering, catalysis and polymers, and on to fundamental studies of materials.   

We are a friendly and supportive team with many years of knowledge and expertise.  Learning will be achieved by spending time with all members of the team in order take advantage of the unique skill that we have within the team and by working with a mentor.  We offer a flexible service desk working environment with the opportunity to work on a wide variety of issues and put your problem-solving skills to good use.  

About the department and role 

With training and support from experts in their fields, you’ll be enthusiastic about developing your knowledge, skills and behaviours, working towards completing your apprenticeship, gaining appropriate qualifications whilst making a real difference in your role.  

If working with innovative technologies on world-leading research isn’t enough, you will develop both professionally and as a critical member of the team in an environment you won’t find anywhere else. 

Our dedicated Apprenticeship Team will support you every step of the way, helping you make the most of your opportunities and to achieve the goals you already have – and those you have yet to discover! 

We provide an opportunity to really pursue your interests and passion. You’ll have access to additional core skills development, access to a community of apprentices across the site, annual Apprentice awards evenings, a number of active sport and social groups across campus, and potential opportunities for overseas placements. 

STFC offers a benefits package crafted to provide an excellent work/life balance including 30 days’ annual leave, an outstanding index linked pension scheme, 10.5 public and privilege days, Christmas closure and flexible working hours.  

Main duties/responsibilities

• Working in a lively environment and on a variety of issues supporting a number of departments across the campus.    
• Delivering excellent customer service to our customers in person, by phone, and email.   
• Gathering, analysing, and using information from different sources to help triage and resolve incidents.   
• Documenting and logging all contacts and actions into the Service Desk ticketing system and providing progress updates to customers regarding their issues.   
• Following customer issues through to completion to ensure resolution and customer satisfaction have been achieved.   
• Being prepared to think creatively and find novel solutions to issues.   
• Working closely with other service desks on occasion and other IT professionals across STFC.   

 Alongside this, you will undertake professional development and training, completing the Information Communications Technician Apprenticeship: Information Communications Technician Apprenticeship | Estio

You will learn with a blend of self-directed study (using content provided by the training provider) and tutor-led sessions. Sessions are delivered remotely in short module blocks. You will build a portfolio of work-based projects throughout your scheme to build and demonstrate the knowledge, skills and behaviours required for this apprenticeship. Finally, you will undertake your End Point Assessment which will include a presentation and will be assessed as part of the final overall project result.  

The qualifications you will achieve is a Level 3 Information Communications Technician Information communications technician / Institute for Apprenticeships and Technical Education. 

Person Specification

In order to apply for the role, we are looking for the following:

Key - (S) will be measured at shortlisting, (I) will be measured at interview, (S&I) is both.

Essential: 

• Achieved GCSE passes at Grade C/4 or above in Maths, English and a STEM subject (or equivalent qualifications) (S)
• Proficient using a computer (S)
• Enjoy helping others with their computer and software  (S&I)
• Show a proactive approach when it comes to problem-solving  (S&I)
• Have a detailed and logical approach to resolving issues (I)
• Good written communication skill as demonstrated in your CV and cover letter (S)
• A quick learner with the ability to work independently in time (with training) and within a dynamic and diverse team environment (I)

Desirable: 

• A GCSE or equivalent qualification in Computer Science would be desirable but not essential (achieved by August 2025) (S)
• Knowledge of Microsoft Windows (S&I)
• Hardware knowledge would be an advantage (S&I)

Important Information

1. To complete the apprenticeship, you will need to evidence passes at 9-4 or A*-C in GCSE (or equivalent) Maths and English. For those sitting their GSCEs in Summer 2025, we would need evidence of your predicted grades.
2. When applying for an apprenticeship, there is a set residency eligibility criteria that must be met by the applicant. 
3. The training provider will also ask you to complete an initial assessment during the application process. If you already have a qualification in this subject area or similar please include, as an attachment, your transcript outlining the grade/s achieved and modules covered.  By applying for this apprenticeship, you are giving permission for your details to be shared with the relevant training provider. 

Please note that we hold the right to close this vacancy early if a sufficient number of applications have been received.  

What could you achieve with the world-leading facilities and experts of one of Europe’s largest research organisations by your side? 

Join us and discover what’s possible!