ICT Service Desk Apprentice


Apply From: 26th of June 2019
Application Deadline:
Salary: £11351.60 per year
Start Date: 26th of June 2019

Employer description: 

Lancaster Council is a local authority providing a range of services to local residence.

Job overview: 

To provide a high standard of 1st line support to the users of the organisation’s ICT systems, including but not limited to computing, telecommunications, applications and other software. 

How to apply: 

Please visit www.lancaster.gov.uk/jobs to complete our online application form. 

Main Duties and Responsibilities: 

Under the direction of Operations management and in accordance with written policies and procedures: 

  • Provide the first level of support to ICT service users so that operational issues are resolved in line with agreed service levels and to specified standards 
  • Provide general advice on ICT issues and facilities 
  • Support the print services within the organisation 
  • Contribute to the effectiveness and efficiency of ICT use within the organisation 
  • Enable users, through the identification and reporting of training needs, to acquire/improve skills and knowledge in the use of ICT 
  • Contribute to the provision of basic online self-help training facilities for users 
  • Fulfilment of requests for new user accounts, software installations or upgrades, new ICT equipment or other ICT services 
  • Maintain the ICT asset register and all the administration associated with ICT equipment, software records, licences and other documentation 

Person specification:

Essential Criteria:


  • Able to communicate in a clear, courteous manner face to face and on the telephone
  • Good interpersonal and communication skills, including the ability to work with staff at all levels within the organisation and Council members, communicating with a minimal amount of technical jargon
  • ICT skills including keyboard skills and ability to use office software, in particular Microsoft Outlook, Excel and Word
  • Knowledge of Microsoft Windows 7/8.1 operating systems and setting of user preferences
  • Able to demonstrate an understanding of printing and multi-function devices and their support
  • Works accurately with excellent record keeping and documentation skills
  • Able to ask questions of ICT users to clarify problems and their impact on service provision
  • Able to plan and organise own work to meet deadlines
  • Able to work with a minimum of supervision
  • Able to demonstrate a commitment to high levels of customer service 

Desirable Criteria:


  • ITIL foundation v3
  • ECDL (Advanced) or equivalent


  • Have a good understanding of the use of Microsoft’s Active Directory, Exchange and the use of roaming profiles


  • Working in an office environment
  • Working in a local authority environment
  • Experience using and supporting users of office software and ICT equipment
  • Experience using and supporting office equipment such as computers, printers and photocopiers
  • Experience dealing with customers by email, on the phone and face to face 


  • GCSE in Information Technology or Computing, Maths and English (minimum grade C) or equivalent  
  • The ability to complete an apprenticeship in Level 3 Infrastructure Technician 

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. 

How to apply: 

Please visit www.lancaster.gov.uk/jobs to complete our online application form. 

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