Summary
Working as part of the Customer Experience Team to support IT helpdesk queries, design, develop, test, and implement IT solutions and to provide ongoing support directly to end users.
Wage
£16,000 a year
Training course
Information communications technician (level 3)
Hours
Monday to Friday, 9.00am to 5.00pm.
37 hours 30 minutes a week
Start date
Tuesday 7 October 2025
Duration
1 year 6 months
Positions available
1
Work
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you'll do at work
Purpose:
This role is for someone who believes that great technology should empower people to do their best work.
As part of the IT Team, this role will ensure that TDM’s digital tools, platforms, and infrastructure run smoothly, securely, and efficiently, playing a key role in maintaining and improving the technology environment that underpins our tech and digital programmes.
This role will support staff and learners to stay connected, productive, and protected, and will directly contribute to the organisation’s ability to operate reliably, scale effectively, and deliver digital learning experiences with confidence.
By upholding TDM’s values and championing best practices, this role will help us deliver outstanding programmes.
Core Values (right person):
* Do well by doing good.
* Gain creativity by being driven.
* Gain control by being accountable.
* Gain impact by being productive.
* Gain trust by being considerate.
* Gain growth by being vulnerable.
Core responsibilities (right seat):
* Provide general IT support, working with employees/learners to identify computer/system problems and advise on the solution.
* Test and fix faulty equipment and troubleshoot issues via helpdesk ticketing system.
* Suggest infrastructure or software-based productivity solutions and implement these in the organisation where relevant.
* Update self-help documentation for users as required.
* Support physical and digital infrastructure transformation projects.
* Support users in the efficient use of software.
* Utilise software packages and tools such as collaborative technologies.
* Maintain an awareness of current, emerging and fringe technologies.
* Support and implement ICT-related projects that help to modernise ICT in line with current developments in technology.
* Carry out the installation of hardware, software and any other ICT equipment, ensuring they are safe before use.
* Repair and maintain ICT equipment to maximise efficiency.
* Support the delivery of TDM programmes through administering various IT support needs in the delivery team such as administration and invigilation of the exams via Pearson Vue or virtual testing systems.
* Support for the overall networking and connectivity in physical and virtual offices, ensuring tidiness and compliance with policies to ensure compliance.
* Support and contribute to the overall ethos of TDM.
* Keep up to date with developments in ICT and update practices where necessary.
* Ensure all data is handled, stored and disposed of in accordance with the Data Protection Act 2018 and the UK GDPR.
* Any other duties as directed by your line manager and/or a director.
* Ensure compliance with all TDM policies, procedures and legal responsibilities, including safeguarding, ISO9001, Confidentiality, Data Protection and Cyber Essentials.
Where you'll work
COUNTY HOUSE
G12 ST. MARYS STREET
WORCESTER
WR1 1HB
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
THE DEVELOPMENT MANAGER LTD
Training course
Information communications technician (level 3)
What you'll learn
Course contents
* Interpret and prioritise internal or external customer's requirements in line with organisation's policy
* Apply the appropriate tools and techniques to undertake fault finding and rectification
* apply Continuous Professional Development to support necessary business output and technical developments
* Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
* Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
* Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
* Manage and prioritise the allocated workload effectively making best use of time and resources
* Complete documentation relevant to the task and escalate where appropriate
* Install or undertake basic software upgrades,either physically or remotely
* Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
* Provide remote/F2F support to resolve customer requirements
* Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
* Identify and scope the best solution informed by the system data associated with the task
* Test and evaluate the system's performance and compliance with customer requirements.
* Escalate non routine problems in line with procedures
* Use basic scripting to execute the relevant tasks for example PowerShell, Linux
* Carry out routine maintenance across systems, (such as IT, Communications), ensuring organisational compliance at all times
* Apply the necessary security, in line with access and/or encryption requirements
* Use a range of Cabling or Connectors equipment in line with technical requirements for example physically or remotely
* Test and evaluate network environments
* Monitor performance and usage of a network
* Deploy applications on a network
* Set up storage and data access for staff
* Apply necessary security measures, in line with access requirements to a network
* Carry out routine maintenance across network systems, ensuring organisational compliance
* Monitor network-related workloads including DNS and firewalls
* Install or undertake basic upgrades, either physically or remotely
* Establish digital communication or telecommunications systems through, for example cabling and connecting equipment.
* Identify a range of tools and or diagnostic equipment, for example, Hardware or Software components, to resolve Communications or Telecommunications requirements.
* Undertake basic telecommunications activities, in response to an allocated task, designated responsibilities, instructions or customer’s requirements.
* Use information necessary to identify operational issues and rectify or escalate accordingly in line with policy
* Interpret and prioritise internal or external customer's requirements in line with organisation's policy
* Apply the appropriate tools and techniques to undertake fault finding and rectification
* apply Continuous Professional Development to support necessary business output and technical developments
* Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
* Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
* Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
* Manage and prioritise the allocated workload effectively making best use of time and resources
* Complete documentation relevant to the task and escalate where appropriate
* Install or undertake basic software upgrades,either physically or remotely
* Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
* Provide remote/F2F support to resolve customer requirements
* Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
Training schedule
This training schedule has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.
Requirements
Essential qualifications
GCSE in:
* English (grade 4)
* Maths (grade 4)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
* Communication skills
* IT skills
* Customer care skills
* Problem solving skills
* Logical
* Team working
Other requirements
Office based (usually Worcester with very occasional travel to Birmingham), with the option to be hybrid once proficiency achieved.