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Apprentice in Information Technology

Becoming an apprentice at the University of Worcester is an excellent opportunity to gain practical experience and training.

You will work alongside experienced colleagues, whilst learning on the job and appropriate objectives will be set during the course of the apprenticeship. At the same time, you will study for formal qualifications in your field.

This is an excellent opportunity for a proactive and self-motivated person with an interest in IT Support to develop their skills and experience.

During the first 12 months the post holder will work under the guidance of IT team members as detailed below in the main duties contributing to all areas of IT Support. The level of responsibility and complexity will increase as the post holders skills and experience develop. A training and development programme will be in place to support development with an expectation that within a period of 12 months the post holder will be able to carry out the full remit of the role to an acceptable standard. The successful candidate will agree to an agreed training plan.

Following the initial 12 month period the post holder will have the opportunity to continue with full time employment at the University provided they pass the programme of exams and demonstrate the ability and commitment within the role.

Training and Qualifications:

As part of your Apprenticeship, you will be required to complete a one year training programme that will cover all aspects of the role and will be delivered through on the job training and attending external courses delivered by a government approved training provider.

You will complete a Level 3 Apprenticeship and you will gain qualifications in the following areas:

• Networking and Architecture 98-366
• Mobile Operating Systems 98-366
• Cloud Services 98-365
• Coding and Logic 98-361

You will have an assigned assessor who will provide you with additional training sessions and assessments to gain the qualification. You will have a portfolio to work through and gather evidence during your role.

During the Apprenticeship, a minimum of 20% of the role will be off the job training.

*Hours of work:

The post holder will be required to take part in a scheduled rota to provide service support during the University's core support hours (8:00 until 19:00, 7 days a week) and must have a flexible approach to covering absence at short notice.


The successful applicant will be required to work across all University sites, which are typically within 2 miles of Worcester City Centre and will be required to travel between sites on a regular basis.

 In the supporting statement of your application form please give evidence to demonstrate how you meet the essential criteria listed in the person specification; you are advised to address each item on the person specification in turn and give specific examples of activities you have undertaken.


Closing date: Wednesday 28 Feb 2018

Reference number: ICT1801-3527

Job details

Job details

£15,961 a year (Band 1 Spinal Column point 2 )
37 hours (see * below)
As soon as possible
Initially 12 months with opportunity for extended employment
Responsible to
IT Service Delivery Manager
Responsible for
Interview date
To be confirmed



The Information and Communication Technology (ICT) Team comprise the Corporate Information Systems, ICT Systems Delivery, IT Service Management, Network, and Systems Teams.

This position sits in the IT Service Delivery Team, which has operational responsibility for ICT support, Print and Digitisation and AV Services on all University sites, focusing on service quality and the relationship with customers. The successful applicant will work closely with the IT Support Team to deliver professional ICT services to students, staff, delegates and visitors of the University.

More information on Apprenticeship's at the University of Worcester and testimonials from current and past Apprentices can be found at

Also visit Worcestershire Apprenticeship Hub at


Main duties

Main duties

1. Under the guidance of other team members, to ensure Service Desk coverage is always available to provide telephone, remote and desk side support to a high degree of customer satisfaction.

2. Under the guidance of other team members, to ensure all Incidents and Service requests are successfully and accurately identified, catagorised, prioritized, diagnosed and managed in the ICT Service Desk from staff, students, delegates and visitors.

3. Under the guidance of other team members, to take ownership of Incidents and Service Requests through to resolution, ensuring that Incidents and Service Requests are escalated as required to meet the SLAs, ensuring communication with the end user is maintained during the life of a call.

4. To work under the guidance of the ICT Service Delivery Manager and other team members to ensure the University's hardware and software functions appropriately meet learning and teaching requirements.

5. To deliver and set up ICT & Media equipment and support teaching technologies in the classroom environment.

6. To work under the guidance of other teams within ICT to ensure that students and staff experience professional service delivery.

7. To carry out any other appropriate duties as specified by the ICT Service Delivery Manager.

8. To work on multiple sites, with University partners where appropriate.

9. To comply at all times with relevant security, privacy and data protection standards.

Physical requirements involve lifting and carrying items of equipment.

*Maintain personal and professional development to meet the changing demands of the job; participate in appropriate training activities and encourage and support staff in their development and training.

*Take steps to ensure and enhance personal health, safety and well being and that of other staff and students.

*Carry out these duties in a manner that promotes equality of opportunity and supports diversity and inclusion, and takes into account the University's commitment to environmentally sustainable ways of working.


Person specification

Person specification

Essential Criteria

1. An A Level or BTEC in an IT related field.

2. Commitment to passing MTA exams in the following areas within a 12 month period:

• Networking and Architecture 98-366
• Mobile Operating Systems 98-366
• Cloud Services 98-365
• Coding and Logic 98-361

3. A willingness to work in a technical service delivery team where you will make a contribution to 1st and 2nd line IT support.

4. An Interest in IT and IT Support.

5. Ability to communicate clearly and accurately when drafting information for documents, handbooks or websites including grammar, punctuation and sentence construction.

6. Effective interpersonal skills, including tact and sensitivity and the ability to deal with enquiries in a patient manner, remaining calm and professional when under pressure.

7. Ability to work to agreed deadlines with good planning and organizational skills.

8. Ability to be an effective, flexible and adaptable team player.

9. Ability to use Microsoft Office applications, including Word, Excel, Access and Outlook effectively.

10. Evidence of good time- keeping and reliability, and the ability to work flexibly. The role will be subject to the University's core ICT Support Rota, covering all sites including the Hive from 8:00-19:00, 7 days a week.

Applications from Non EEA Workers:
Prospective applicants are advised to ensure that they are eligible to work in the UK without restriction.

Prospective applicants in points-based system immigration routes should assess their circumstances against the published criteria, which are set out on the GOV.UK website at .

Visit  for more information on how you can use a qualification from outside the UK to meet the requirements of the immigration rules.

Unspent convictions, cautions and bind-overs
The University is strongly committed to the fair treatment of its staff and potential staff, regardless of race, gender, religion, sexual orientation, responsibility for dependants, age, physical/mental disability or offending background.

In line with the University's policy on the Recruitment of People with a Criminal Record, shortlisted candidates are required to provide information of any unspent convictions, cautions and bind-overs. Applicants are advised to seek independent advice if there is any doubt about the status of a previous conviction, caution or bind-over. Disclosures will only be considered at the point when an offer of employment is made. The existence of a criminal record will not in itself prevent you from gaining employment.

This is a description of the job as it is presently constituted. This job description is intended to enable a flexible approach to be offered working across the University as required. It is subject to review and amendment in the light of changing needs of the University and to provide appropriate development opportunities. Members of staff are expected to participate fully in discussions about changing requirements and it is the University's aim to reach agreement to reasonable change. If agreement is not possible, it reserves the right to require changes to the job description after consultation with the individual concerned.


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