A Day in the Life of an IT Apprentice

Lewis – IT Apprentice

I work at the Redcar office, and I am studying towards my Level 3 apprenticeship in the Information Communication Technician (ICT) standard. 

On the ICT service desk, we work two shifts to ensure we have coverage. Two people work from 8am to 4.30pm, and two people work from 8.30am to 5pm. We take turns doing the different shifts, which change every week. When I start my day, I check our ticketing software to see if anyone has logged any new issues that need triaging. To triage a ticket, I must decide what tier of support the person needs and how urgent the issue is. 

After that, I check my personal queue of tickets that I am working on. It is a bit like a mailbox; however, the tickets are sorted by urgency and the systems they affect. While doing this, I also monitor the IT phone line and answer any calls that come through from colleagues requiring an urgent response. 

Some generic issues that I work on include; resetting passwords, handing out spare equipment, and setting up new accounts for colleagues who have joined the company. I also work on more complex issues that require a lot of problem solving, such as resolving system issues that prevent people from carrying out their work. 

I highly recommend an apprenticeship, especially at Beyond Housing, to anyone who is seeking an interesting and fulfilling career. It has helped me immensely to gain not only academic qualifications but also develop my skills and apply the theoretical knowledge I learn at college into practice.