End User Support – Information Communications Technician Level 3 Apprenticeship

Thales; Doncaster; Hybrid; GBP 22,000 - 26,000; Full time

Benefits offered by this job

Competitive salary

Hybrid/flexible working

Pension and healthcare

Job summary

Thales is seeking an End User Support Apprentice to join our UK Service Desk and support all business users. You will log, diagnose and resolve incidents while gaining hands-on IT experience.

The 18‑month Level 3 ICT apprenticeship includes training, weekly study time, and real‑life IT/IS experience. You will learn ServiceNow, issue resolution, and security fundamentals while contributing to a busy IT team.

Qualifications

• 5 GCSEs grade 9‑4 (A‑C) including English and Maths.
• Applicants who already hold a relevant degree will not be eligible.
• Security requirements apply to all roles, incl. BPSS and SC clearance.

Responsibilities

• Log, troubleshoot, diagnose and manage incidents.
• Assist with incidents and service requests.
• Assist end users over phone and chat.
• Collaborate with EUS and IS squads.
• Ensure security and process/compliance adherence.

Skills

Customer service

Communication

Teamwork

Problem solving

Education

GCSEs incl English & Maths

Tools

ServiceNow

Job description

Are you passionate about IT and offering great technical support?

Do you have an inquisitive mind? Do you want to be part of an Apprenticeship Programme that will develop and challenge you? If so, then look no further…

Benefits of the programme:

• Earn a salary while studying for your apprenticeship
• Gain hands‑on experience in a real IT support environment
• Receive job‑specific training and development
• Secure a permanent role from the start of your apprenticeship
• Tuition fees for the approved training providers are fully covered

About the Role

As an End User Support Apprentice, you will become a valued member of our EUS squad to cover IT support to all UK business users via our Service Desk.

Your responsibilities may include:

• Logging, troubleshooting, diagnosing and managing incidents
• Assisting with incidents & service requests
• Assisting end users over the phone and via chats
• Collaborating with the wider EUS and other IS squads
• Ensuring security and process compliance is adhered to

What You Will Learn

Throughout your apprenticeship, you will develop knowledge and skills in:

• ServiceNow (Service Desk tool)
• Assisting end users with day‑to‑day issues
• Delivering excellent service to internal customers
• Working closely with colleagues across functions to collaborate effectively
• Core IT principles
• Service management and troubleshooting
• IT Security fundamentals

Apprenticeship Programme

For this position, you will enrol onto a Level 3 ICT apprenticeship programme, delivered via a virtual delivery model over an 18-month duration. This programme will provide you with a strong foundation in IT best practice, skills and knowledge. You will learn to diagnose faults, provide technical support to internal customers and learn the tools, processes and policies needed to work within an IT environment. You will be given one day per week in which to focus on your academic studies, with the other four days spent applying your learning in a real‑life IT/IS team.

The programme is delivered through a virtual learning model, combining:

• Live virtual lectures
• Online learning resources
• Self‑directed learning activities

Entry Requirements

To apply, you will need:

• 5 GCSES grade 9‑4 (A‑C) including English and Maths
• Applicants who already hold a relevant degree will not be eligible for this programme.
• Because of the work we do at Thales, all roles are subject to security requirements.
• To be considered for this position, you must have the permanent right to work in the UK and be able to successfully complete and maintain UK Government security checks, including Baseline Personnel Security Standard (BPSS) screening and Security Clearance (SC), which is a government background check, before starting employment.
• To be eligible for SC clearance, you will typically need to have lived in the UK continuously for the last five years. As part of the vetting process, you will be asked to provide evidence of your identity, right to work in the UK, any time spent overseas during the last five years, and your employment and/or education history.
• For further details of the evidence required to apply for security clearance please follow this link - https://www.gov.uk/government/publications/united-kingdom-security-vetting-clearance-levels/national-security-vetting-clearance-levels

Benefits

• Competitive salary of £24,000 per annum
• Performance‑related pay uplifts
• Holiday entitlement of 201 hours a year (plus a company day and bank holidays)
• Contributory Company Pension
• Health Care Cash Plan
• Hybrid/flexible working options
• Employee assistance programme
• Learning and development support
• Employee discounts and wellbeing initiatives
• Life Cover
• 80 Hours Volunteering per year (first two years)

Closing date:

Our applications will close at 11.59pm on Wednesday 17 February 2027, this is the only time we will be accepting applications this year. Please note, we will be in contact by the end of February 2027 with details of next steps.

PLEASE NOTE THAT ROLES MAY CLOSE EARLIER THAN THE ADVERTISED DEADLINE IF WE RECEIVE A HIGH NUMER OF APPLICATIONS. WE ENCOURAGE YOU TO APPLY AS SOON AS POSSIBLE TO AVOID MISSING OUT ON THIS OPPORTUNITY.

About the Company

Thales is an equal opportunities employer and diversity, and inclusion are integral to the success of Thales.