IT Service Desk Apprentice

Job description

Start your career in IT Support with Dover District Council!

You will deliver first and second line technology support for the Council. First line will be through a service desk function and second line through investigation, use of tools, and detailed knowledge.

Responsibilities:

• Ensuring availability of services to staff, councillors and residents
• Setup, securing, deployment and support of endpoint devices (laptops, desktops, mobile phones/tablets)
• Keeping assets up-to-date on systems such as equipment register, Intune
• Supporting line of business applications
• Keeping software on endpoint devices up-to-date, prioritising updates to software versions with known vulnerabilities
• Troubleshooting and resolving issues on endpoints, servers, audio video equipment, telephony and other technology used by staff and Councillors
• Log and keep support tickets up-to-date. Creating knowledge articles to share knowledge with other support staff when needed
• Implementing IT changes that have been approved via change control process
• Keep databases of software and assets up-to-date
• Proactively monitoring consoles in Microsoft 365, in an attempt to resolve issues early
• Creating, configuring and removing user accounts and attributed systems such as telephony
• Administer databases, including SQL and Oracle

Desirable skills:

• Basic understanding of information technology principles, including computer hardware, software, mobile devices, networking and cloud-based services
• Understanding of customer service principles and the importance of providing a high-quality support service
• Knowledge of cyber security best practices, including password management, data protection and information security
• Awareness of IT Service Management processes, including incident, request and change management
• Excellent communication skills, both verbal and written, with the ability to explain technical information to non-technical users
• Strong customer service skills with a positive and professional approach
• Good problem-solving and analytical skills with the ability to investigate and resolve technical issues
• Ability to prioritise workload effectively and manage competing demands
• Competent in the use of Microsoft Office applications, including Outlook, Word, Excel and Teams
• Ability to work independently and as part of a team
• Good organisational skills with attention to detail and accuracy
• Ability to maintain confidentiality and handle sensitive information appropriately
• Willingness to learn new technologies and develop technical knowledge

The following experience would also be beneficial:

• Experience of using computer hardware, software and mobile technologies in an educational, voluntary, personal or work environment
• Experience of providing customer service or support to users, customers or colleagues
• Experience of working collaboratively as part of a team
• Experience of managing and completing tasks to agreed deadlines
• Experience of troubleshooting technical issues and identifying practical solutions

Entry requirements:

• 3 GCSEs (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.

For more information please visit the UK ENIC website.

We offer a comprehensive employee benefits package, including:

• 22 days annual leave plus public holidays
• A flexible working environment that encourages a good work-life balance
• Health and wellbeing support
• Local Government Pension Scheme (LGPS)
• A remote working policy with the option of home/hybrid working (dependant on role)
• Continued professional development

As well as access to the following:

• Free access to Vita Health Group employee assistance programme
• Free eye test and contribution towards glasses when required for Visual Display Unit (VDU) use
• Benenden Healthcare membership
• Cycle2Work scheme
• Civil Service Sports Council (CSSC) membership
• Store discounts with Vivup employee benefits
• Leisure Center discounted corporate membership
• Additional Voluntary Pension Contributions (AVCs)
• Low emission car lease scheme

Future prospects:

90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.

About QA:

Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 50,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed.

Interested? Apply now!

Programmes IT & Networking Role Information Communication Technician L3 - Azure Cloud Support Specialist Locations Dover - Dover District Council Yearly salary £23,151.5

Extra information

Status

Open

Education Level

Secondary School

Location

Dover

Type of Contract

Full-time jobs

Published at

28-07-2026

Profession type

Retail

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No