Desktop Support jobs in United Kingdom

Position Details:

Department: IT Services

Location: University of Birmingham, Edgbaston, Birmingham UK

Full time starting salary: £21,733 per annum rising to £27,166 per annum after 12 months of service.

Apprentice Grade: 4

Full Time / Fixed Term for 18 Months

Closing date: 08 June 2025 - please upload a CV with your application.

Apprenticeship Standard: Information communication technician level 3

Training Provider: QA

Eligibility: The training delivered in apprenticeships is funded through the apprenticeship levy, which is subject to Department for Education funding rules. When reviewing applications, the University and the training provider will check if candidates meet this eligibility criteria. Further information is available on our webpage.

You have normally been a resident in the UK for the last 3 years. For exemptions, please refer to the government funding rules for apprenticeships.

Our offer to you

People are at the heart of what we are and do.

The University of Birmingham has been part of the City of Birmingham and the wider region for over 100 years, and we are proud to be recognized as a leading global university. We aim to attract talented people from across the city and beyond, support their success, and celebrate their achievements.

We are committed to helping our staff develop through our sector-leading Birmingham Professional programme, which provides professional services staff with development opportunities and encourages them to reach their full potential. With nearly 5,000 professional services jobs across Edgbaston and our Dubai campus, there are many opportunities for career development.

We believe diversity is a strength that fosters ideas, innovation, and debate. We welcome applicants from all backgrounds and are dedicated to fostering an inclusive environment.

Supporting our staff in maintaining a healthy work/life balance is important, and we offer flexible working arrangements where possible. Benefits include 40 days of paid holiday, one paid volunteering day per year, occupational sick pay, a pension scheme, and three subsidized day nurseries.

The campus in leafy Edgbaston has excellent transport links, including bus routes and an on-site train station. Facilities include a state-of-the-art sports centre, shops, eateries, an art gallery, museum, and botanical gardens.

Find out more about the benefits of working for the University of Birmingham.

Apprenticeship summary

IT Support Technicians will be key members of a dedicated IT Support team, providing desktop support through face-to-face interactions and remote assistance to staff and students.

During this apprenticeship, you will learn to analyze problems, identify causes, and restore functions according to University IT standards. You will develop skills to communicate complex technical issues clearly to non-technical audiences, including department managers, academic, and administrative staff.

Main duties you will learn:

1. Become fully conversant with all areas of desktop IT support, including Windows OS and Microsoft applications.
2. Troubleshoot client-side faults and apply fixes, consulting senior team members for complex issues.
3. Ensure client desktop connectivity to the campus network, adhering to standards and policies.
4. Set up new users, printers, and perform general system administration to ensure access to networked services.
5. Obtain quotes for equipment and software, and make recommendations on repair, retention, or replacement.
6. Support the desktop service, working with the IT Service Desk and senior staff to resolve support calls and record resolution details.
7. Provide ad hoc advice to PC users verbally or in written documentation.
8. Support and develop undergraduate IT cluster management, including maintenance, upgrades, and liaising with departmental staff.

General duties you will learn:

1. Manage your workload and coordinate with team members to meet priorities.
2. Liaise proactively with other technical teams to resolve IT faults and record details for future reference.
3. Troubleshoot and assess problems, referring complex issues to senior staff.
4. Use your knowledge to handle main areas of desktop support.
5. Contribute to team knowledge by staying updated on new technology and hardware/software related to teaching and learning.
6. Perform additional duties as needed to support IT Services.
7. Support equality and diversity, ensuring non-discriminatory behavior.
8. Attend and participate in all apprenticeship and related activities.

Required Knowledge, Skills, Qualifications, and Experience:

• 5 GCSEs at grade 4 or above, including Maths and English (or equivalent vocational qualifications demonstrating literacy and numeracy).
• Experience using core Microsoft Office applications (Excel, Word, PowerPoint).
• Experience configuring mobile devices like phones and tablets.
• Basic hardware and software troubleshooting skills.
• Ability to work effectively in a team to meet quality and deadlines.
• Good communication skills, with the ability to explain technical issues to non-technical audiences.
• Ability to prioritize and manage workload effectively.
• Structured, methodical approach to problem-solving.
• Willingness to adopt and promote new working methods.
• Understanding of equality and diversity principles and policies.

For enquiries, please email: apprenticeships@contacts.bham.ac.uk

View our staff values and behaviors here.

We value diversity and are committed to creating an inclusive environment. We hold Athena SWAN, Race Equality Charter, and Disability Confident accreditations. Our Equality, Diversity, and Inclusion Centre works to improve fairness and inclusivity. We are also committed to sustainability, a key part of our strategy. Learn more about our efforts to create a fairer university for everyone on our website.