Service Desk Apprentice (ICT)

Skern Training; Swindon; On-site; GBP 12,000 - 18,000; Full time

Job summary

Onecom Matrix in Swindon is offering an exciting Apprenticeship for an Information Communications Technician. You’ll learn IT support, hardware/software troubleshooting, and remote assistance while working alongside experienced engineers.

This entry-level role focuses on customer service and skill development within a supportive team. You’ll undertake Apprentify’s Level 3 Information Communications Technician apprenticeship, gaining hands-on experience and a recognized qualification.

Qualifications

• Analytical and problem solving abilities.
• Excellent customer care and communication.
• Basic IT literacy and curious to learn.

Responsibilities

• Troubleshoot hardware and software issues.
• Assist with networking and connectivity problems.
• Provide remote support using remote-access tools.
• Assist in user account and device setup.
• Install and configure software and systems.
• Escalate complex issues to senior engineers.
• Collaborate with internal and external stakeholders.

Skills

Analytical skills

Customer service

Communication skills

Numerical literacy

Team player

Time management

Business awareness

Confidentiality

Education

GCSE Maths & English

Job 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.

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
• Handlingnetworking 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
• 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.

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.

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

At a glance

Working week Mon-Fri Duration 17 Months Possible start date 23 November 2026 Applications close 5 November 2026 Apprenticeship standard Information communications technician (Level 3)

Location

Onecom
Priam House Fire Fly Avenue
Swindon
Wiltshire
United Kingdom
SN2 2EH