ICT Service Desk Apprentice (Operations) - Lancaster City Council

Background to the Employer: Lancaster City Council employs approximately 800 people and is one of the largest employers in the district. It is the people that the council employs that provide the essential services that touch the lives of our citizens, businesses and visitors every day of the year. We provide, a range of services including refuse collection, street cleansing, planning, housing, housing benefits, environmental health, licensing, economic development, tourism, museums, arts, leisure activities as well as supporting elected members. 

Vancancy Description:  Lancaster City Council has an exciting new opportunity for an ICT Service Desk Apprentice....apply now to start your career in IT. 

The Resources Service provides internal support services to the Council in the form of Property, ICT, Finance and Audit.

ICT is responsible for the support and development of all Council computer, network, printing and telecommunication services. ICT work closely with all Council departments to help provide efficient cost effective services to the Council through the best use of technology. ICT is led by the ICT Manager and consists of two teams, Operations and Development.

The Operations team provides the customer facing elements of ICT in the form of the service desk and support team. The service desk is the single point of contact for all support issues, incident reports, service requests and general ICT enquiries. The support team provide 2nd line support and maintain the ICT infrastructure and desktop provision across all areas of the Council. The Operations team is also responsible for the support and maintenance of all Council telecommunication services including mobile, landline and data services. 

The Development team is responsible for the design and development of new and existing ICT including business software applications, data and communication networks.

Job Purpose: Provide a high standard of 1st line support to the users of the organisation’s ICT systems, including but not limited to computing, telecommunications, applications and other software.

Main Duties and Responsibilities: 

Under the direction of the Service Desk management and in accordance with written policies and procedures:

  • Provide the first level of support to ICT service users so that operational issues are resolved in line with agreed service levels and to specified standards
  • Provide general advice on ICT issues and facilities
  • Support the print services within the organisation
  • Contribute to the effectiveness and efficiency of ICT use within the organisation
  • Enable users, through the identification and reporting of training needs, to acquire/improve skills and knowledge in the use of ICT
  • Contribute to the provision of basic online self-help training facilities for users
  • Fulfilment of requests for new user accounts, software installations or upgrades, new ICT equipment or other ICT services
  • Maintain the ICT inventory and all the administration associated with ICT equipment, software records, licences and other documentation
  • Contribute to the maintenance of the organisation’s ICT configuration management database in order to know the components that comprise the entire ICT estate and the relationship between them, enabling delivery of the ICT service
  • Identify and report security incidents
  • Identify opportunities for service improvement
  • Take responsibility for organising own work according to specified priorities and other criteria
  • Report anticipated failure to meet deadlines or standards to Service Desk management
  • Work with Service Desk management to identify own training needs
  • Work to support the delivery of ICT projects
  • General administrative tasks to support the day to day operation of the Service Desk team
  • Provide cover for the Administration Assistant as required by Service Desk management

Other duties & requirements:

  • It is a requirement of this post to work covering the Service Desk on a rota basis during Service Desk opening hours.
  • It is a requirement of this post to travel to other sites.
  • There is a requirement to be able to lift and carry weights of up to 15kg.

As a normal part of your job, you will be expected to routinely undertake corporate activities on behalf of your Service. This will include undertaking corporate roles and project work, as long as it is appropriate to grade of the post. You will be expected to undertake any training and development appropriate to the current and future needs of the post.





  • GCSE in Information Technology or Computing, Maths and English (minimum Grade C) or equivalent.
  • You will have (or have been predicted) GCSE (or equivalent) grade A-C in English, Mathematics and ICT, some existing work experience would also be advantageous.  Excellent ICT skills are a must, along with good written and verbal communication skills.  Unfortunately we will not be able to progress your application if you have an NVQ level 4 qualification (or equivalent) or above due to funding restrictions. 


  • ITIL foundation v3. 
  • ECDL (Advanced) or equivalent.  



  • Able to communicate in a clear, courteous manner face to face and on the telephone
  • Good interpersonal and communication skills, including the ability to work with staff at all levels within the organisation and Council members, communicating with a minimal amount of technical jargon
  • ICT skills including keyboard skills and ability to use office software, in particular Microsoft Outlook, Excel and Word
  • Knowledge of Microsoft Windows 7/8.1 operating systems and setting of user preferences
  • Able to demonstrate an understanding of printing and multi-function devices and their support
  • Works accurately with excellent record keeping and documentation skills
  • Able to ask questions of ICT users to clarify problems and their impact on service provision
  • Able to plan and organise own work to meet deadlines
  • Able to work with a minimum of supervision
  • Able to demonstrate a commitment to high levels of customer service
  • Can follow written instructions and procedures
  • Able to work supportively in a team environment
  • Works with enthusiasm and strives to achieve required objectives, targets and standards
  • Offers up ideas for service improvement
  • Can cope with changing priorities. 


  • Have a good understanding of the use of Microsoft’s Active Directory, Exchange and the use of roaming profiles. 



  • Working as a team member. 


  • Working in an office environment
  • Working in a local authority environment
  • Experience using and supporting users of office software and ICT equipment
  • Experience using and supporting office equipment such as computers, printers and photocopiers
  • Experience dealing with customers by email, on the phone and face to face

Other Requirements:

  • Able to lift items of ICT equipment weighing up to 15kg
  • Willing to fit in with others on providing phone and office cover
  • To work from any of the council’s sites as required

Personal Qualities: 

The successful applicant must be enthusiastic, punctual and show commitment. They must be confident in communication with staff of all levels and with varying degrees of technical ability both on the phone and face to face. They must be keen to work in a busy office dealing with a variety of different types of work, show a willingness to learn in order to develop their ICT skills and have the ability to work alongside a wide variety of people. Individuals with a keen interest in ICT and new technology would also be advantageous.   



This Apprenticeship programme is designed for both existing staff and new entrants in the IT & Telecoms sector.  The qualifications that makes up the Apprenticeship Framework will provide underpinning knowledge and recognise skills in systems support, software development and telecommunications.

What will I learn?

The Level 2 ICT Professional Apprenticeship consists of the following qualifications:

  • Level 2 Diploma in ICT Professional Competence 
  • Level 2 Award in ICT Systems and Principles

Units of study include:

  • Health and Safety in IT
  • Develop own effectiveness and professionalism
  • Customer care in ICT
  • Technical fault diagnosis
  • Working with ICT hardware and equipment
  • Testing ICT systems
  • Using the internet
  • Computer games development
  • Creating a procedural computer program
  • Creating an object-orientated computer program
  • Creating an event-driven computer program
  • Designing and developing event-driven computer programs
  • Software installation and upgrade
  • Designing and developing a website

How will I be assessed?

Candidates will be assessed by several different assessment methods during their course.  Assessment methods will vary depending on the unit.  Candidates will store their course work in an e-portfolio; this evidence will consist of screen shots, photographs, reflective accounts, assessor observations, records of professional discussions or questioning.  Some units may be assessed by assignments or on-line multiple choice tests.  As part of the apprenticeship framework, reviews are completed every 12 weeks by the assessor where progress is discussed by the apprentice, assessor and employer.

Expected Duration of Apprenticeship: 12 months 

Other information:  

  • Annual Leave entitlement is 26 days plus bank holidays.
  • Usual Place of wiork: Old Fire Station, Lancaster 

Future Prospects: 

Upon successful completion of the apprenticeship, the post holder will be appointed to the permanent post of Service Desk Assistant. The Service Desk Assistant role is 37 hours a week on Grade 2 SCP 10-18. That is £16,303 - £18,070. The starting salary will be SCP 10 £16,303. The postholder will receive an increment on an annual basis until they reach the top of the grade. The postholder will also receive a supplement in addition to your contracted rate of pay up to SCP 10.  This supplement is based on the difference between your contracted hourly rate and the living wage rate, which is implemented annually by the Council from 1 April each year. Currently this is £8.45 per hour.

Hours of work:

Monday – Friday 9am – 5pm (37 hrs). Lancaster City Council does offer a flexi-leave scheme which you would be eligible for.


£207.20 per week.


Lancaster Town Hall, Dalton Square, Lancaster, LA1 1PJ

Closing date:

29 Aug 2017

How to apply:

Visit http://www.lancaster.gov.uk/information/apprenticeships and complete the application form.  If you have any queries regarding the apprenticeships please email: recruitment@lancaster.gov.uk or call 01524 582176

Closing Date:  Tuesday 29.08.2017, 5,00pm. 

Initerview date: To be confirmed. 

Possible start date: September 2017  

Apply now