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IT Service Desk Engineer Apprentice

Employer description: 


British Antarctic Survey (BAS) delivers and enables world-leading interdisciplinary research in the Polar Regions. Its skilled science and support staff based in Cambridge, Antarctica and the Arctic, work together to deliver research that uses the Polar Regions to advance our understanding of Earth as a sustainable planet. Through its extensive logistic capability and know how BAS facilitates access for the British and international science community to the UK polar research operation. Numerous national and international collaborations, combined with an excellent infrastructure help sustain a world leading position for the UK in Antarctic affairs. British Antarctic Survey is a component of the Natural Environment Research Council (NERC). 



Job overview: 



The British Antarctic Survey (BAS) are looking to recruit an apprentice to support the Service Desk Team on all IT related matters including the support of the Aurora Innovation Centre. The role will involve operation of the BAS IT service desk and providing first line response and support for all calls and requests from BAS users. The post-holder will also be assisting the other IT engineers to repair and upgrade hardware and software. 



Main role / Responsibilities: [will include but not be limited to]:






Operation and staffing of the BAS IT Service Desk. - Providing first line response and support for all calls and requests from users of the BAS IT service. This will include supporting BAS headquarters in Cambridge, remotely to staff based on Antarctic Research Stations and BAS Research Ships.






  • Logging, completing and tracking support/maintenance requests to IT raised through the Service Desk system.
  • Escalating and tracking higher level support calls to others in the IT team.
  • Diagnosis of problems over the phone, via email or face-to-face
  • Installing and upgrading desktop units running Windows, Linux and Apple operating systems.
  • Maintaining shared network-printing facilities.
  • Updating the Service desk procedures, IT support documentation, and user instructions.
  • Follow accurately all current procedures, e.g. account creation and deletion.
  • Monitoring IT systems and notifying the relevant teams when irregularities occur.
  • Assisting IT engineers with hardware & software repairing & upgrading.
  • Undertaking network/communication tasks e.g. patching, setting up telephones and extensions as required.
  • Undertake other duties as appropriate as requested by the BAS Director. 



Desired qualities, skills and knowledge:  



This is a brilliant opportunity for someone with a genuine interest in IT and a keen attitude to learning and development.



Skills are listed as either Essential or Desirable.



Desirable skills importance rating in parenthesis (1 is high, 5 is low) 



Communication skills: - a) oral skills b) written skills



  • Fluent in written and spoken English language. Capable of producing clear documentation, updating procedures, logging and data entry. - Essential
  • Good verbal communication both directly and on the telephone. Will be the public face of IT. - Essential
  • Able to communicate effectively at all levels of the organisation. - Essential



Decision Making:



  • Good problem solving skills. - Essential



Interpersonal skills:



  • Ability to work on own initiative as well as part of a team. - Essential
  • Flexible and proactive approach to work. - Essential



Numerical ability:



  • Good Numeracy skills. – Essential



Resource Management ability:



  • Management of own time and IT resources. Ability to work on specific goals as required by the project. – Essential



Skills / Experience:



  • Competent in the use of more than one desktop operating system including use of mobile devices. A basic understanding of desktop hardware. - Essential
  • Use of Windows, Linux and Apple operating systems. Skills in at least one of the following Windows Networking, Active Directory, Firewalls. Cisco Networks, Apple MAC, Linux. - Desirable [2]
  • Knowledge of O365. - Desirable [2] 



Desired qualifications:



  • 5 GCSE’s and/or relevant IT qualification. - Essential
  • BTEC/National Diploma or equivalent in computing or equivalent working experience. - Desirable [2]
  • Ability to undertake a Level 3 or 4 IT Apprenticeship. This will be a mixture of external courses, on the job training and self-study and will typically take around 18 months to complete. – Essential 



Working week:



37hrs p/wk.



Service Desk Core Hours: 09:00 – 17:00.  



Staff will work 37 hours per week within these core hours. 






£19,404 per annum. 



Benefits of the role:



British Antarctic Survey offers generous benefits packages.






  • Salary start point takes into account relevant skills and experience
  • Defined benefit pension scheme
  • Additional allowance for periods spent in the Antarctic
  • Comprehensive sick pay coverage
  • During Antarctic deployment all food, accommodation and polar clothing are provided
  • Employer discount scheme on a range of travel gifts and leisure
  • Leave and flexible working
  • 30 days annual leave (pro rata for part time and short term contracts)
  • 5 public and privilege days holiday annually
  • Flexible working hours
  • Family-friendly policies
  • Flexible working hours
  • Home working considered
  • Career breaks
  • Generous maternity, paternity and adoption pay
  • Unpaid parental leave
  • Special leave
  • Welfare service 





IT Service Desk Engineer Apprentice

Cambridge, UK
Apprenticeships, Advanced Apprenticeship

Published on 8 Jun 2020