Service Desk Apprentice (ICT)

Opportunity information

Duration 17 months

Advert closing date 05/11/2026

Description

Are you looking to kickstart your career in IT and tech?

Onecom Matrix is a leading technology partner providing managed IT, cyber security, cloud and communications solutions to businesses across the UK. Join a supportive and innovative team where you can develop your skills, work with cutting-edge technology and help customers succeed.

Apprentify are hiring on behalf of our client.

As an Apprentice Service Desk Technician, you'll be the first point of contact for customers needing IT support. You'll learn how to diagnose and resolve technical issues, support a variety of IT systems and technologies, and work alongside experienced engineers to deliver excellent customer service. This is a fantastic opportunity to develop your technical skills, gain hands-on experience, and build a career in the IT industry.

Key responsibilities (including but not limited to):

• Hardware and software troubleshooting
• Handling networking and connectivity issues
• Providing remote support using remote-access tools
• Setting up new user accounts and devices
• Installing and configuring software
• Escalating more complex technical issues to second or third-line engineers
• Collaborating with other stakeholders both internally and externally

What we're looking for:
As a successful applicant for this opportunity, you will have a keen interest in IT and technology. Due to the collaborative nature of the role, we would also love to see a can do attitude, and strong communication skills. This will be both verbally, and via other methods such as email.

We do not expect you to have all of the hard skills, these will be learnt through expert support within your role, and apprenticeship training through our level 3 qualification. However, your curiosity and dedication towards learning and development will be of paramount important to support with this.

Summary of skills:

• Good analytical/problem solving skills
• Outstanding customer care, active listening, and communication skills
• Good numerical and literacy skills and good levels of computer literacy
• Ability to work in fast-moving environment, multi-task and adapt to changes quickly
• In-depth knowledge of the service catalogue and how It relates to customer’s needs
• Team player
• Can do attitude
• Self-starter
• Time management
• Business awareness
• Confidentiality

Entry requirements

A minimum of Grade 4/C or above in both Maths and English at GCSE level (evidencable).

A drivers license is preferable, but not essential.

Training to be provided

Apprentify's Level 3 Information Communications Technician apprenticeship programme.

Programme overview:
Developing core IT and technical capability

• Understand IT systems, hardware architecture, and operating systems
• Gain knowledge of networking fundamentals, including firewalls, VPNs, and remote access
• Develop skills in troubleshooting, root-cause analysis, and fault diagnostics
• Learn principles of system maintenance, upgrades, and performance testing

Supporting business operations and users

• Apply effective communication and customer service skills in technical environments
• Maintain documentation, asset registers, and system records
• Understand data security, legislation, and best practices
• Support cloud technologies and modern digital infrastructure

Further information: https://www.apprentify.com/course/information-communications-technician/

Things to consider

This role is based in Swindon, and is fully office based.

Skills required

• Communication skills
• IT skills
• Organisation skills
• Problem solving skills
• Team working

Future prospects

A nationally recognised Level 3 apprenticeship standard: Information Communications Technician.

Hours per week 37.5

Working week Mon-Fri

Apprenticeship standard Information communications technician (Level 3)

Swindon, Wiltshire, United Kingdom, SN2 2EH