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IT Support Apprentice

Employer description:  

The Royal College of Music is one of the world’s great conservatoires, training gifted musicians from all over the world for international careers as performers, conductors and composers.

Opened in 1883 by the then Prince of Wales (later Edward VII), the RCM has trained some of the most important figures in British and international music life, including composers such as HolstVaughan Williams, Turnage and Britten; conductors such as Leopold StokowskiSir Colin Davis and Sir Roger Norrington; singers such as Dame Joan SutherlandSir Thomas Allen and Alfie Boe; instrumentalists such as Sir James GalwayJohn LillGervase de Peyer, and Natalie Clein.

With 840 students from more than 55 countries studying at undergraduate, masters or doctoral level, the RCM is a vibrant community of talented and open-minded musicians. RCM professors are musicians with worldwide reputations, accustomed to working with the most talented students of each generation to unlock their artistic potential.


The post-holder will be part of the RCM’s technology support team, with particular responsibility for supporting staff, students and professors in the use of desktop PCs and phones, business and specialist software, laptops, printing facilities and basic AV equipment. The post-holder will need to have a friendly, helpful and flexible approach and enjoy helping people solve technical problems.

Main responsibilities:

  • To provide 1st and 2nd line user support on PC desktop application, web and hardware issues
  • To provide support for the College’s various Digital services including, but not limited to: laptops, multi-function printers, telephony and mobile devices
  • To ensure support requests raised by users are logged, grouped and tracked via the RCM’s Service Desk Management platform and dealt with in accordance with agreed SLA’s
  • To escalate support calls to third line and/or any relevant support queues
  • To provide and manage remote access for users through remote desktop services
  • To provide further user access via wireless laptop configuration services
  • To work closely with other members of the Digital Technology team to provide an effective and comprehensive user support service and basic training in the use of equipment to College students, teachers and support staff.
  • To maintain electronic records of IT equipment locations and to carry out periodic stock takes and to assist in recycling of redundant equipment.
  • To document all relevant procedures and changes to setups in line with best practice and in keeping with RCM change control.
  • To administer staff/student RCM email accounts and other induction requirements.
  • To be a continual self-learner, developing areas of technical specialism in line with own interests/skills and the RCM’s business needs.
  • To undertake specific tasks as directed by Deputy Technology Manager, Technology Manager, Head of Digital or Artistic Director.

Person Specification:

Desirable skills:

  • Experience of Microsoft 7/10 and Administration and Troubleshooting
  • Experience of Desktop Hardware and Maintenance, Administration and Troubleshooting 
  • Excellent customer service, communication and interpersonal skills.
  • Experience of working independently and the ability to work effectively and supportively in a team orientated environment
  • Demonstrable problem solving skills and strong attention to detail
  • Strong organisation and prioritising skills

Personal qualities:

  • Willingness to undertake training as appropriate
  • Keen to learn, understand and apply new technologies
  • Resilient and adaptable approach
  • An interest in developing technical abilities and competencies
  • An Appreciation of the arts, particularly music in education

Desired qualifications:

  • Minimum of 5 x GCSE's including A* - C in Maths and English

Working week: 

Monday - Friday, 9am - 5pm.

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. 

IT Support Apprentice

London, UK
Apprenticeships, Advanced Apprenticeship

Published on 2 Jun 2020