Hire a Helpdesk / 1st Line Support Apprentice to Strengthen Your IT Frontline
Build in-house IT expertise to keep your systems running smoothly, reduce downtime, and improve staff satisfaction.
Course Overview:
Level 3 Digital Support Technician Apprenticeship
Training Period: 13 months
EPA: 5 months
Apprenticeship Standard: Digital Support Technician
Ofsted Rated: Good
The Helpdesk / 1st Line Support Apprenticeship is designed to build the frontline of your IT support team. Over 13 months, apprentices develop the technical and customer service skills needed to keep your business running smoothly, reduce downtime, and boost staff satisfaction.
They’ll gain hands-on experience with troubleshooting, ticketing systems, hardware and software fixes, and user support, while learning best practices in cybersecurity and IT service management.
As an employer, you’ll benefit from a skilled, reliable in-house support resource who can handle day-to-day IT issues quickly, freeing your senior IT team to focus on strategic projects.
Course Overview
Apprenticeship Standard: Level 3 Digital Support Technician
Over 13 months, apprentices learn how to deliver frontline IT support, resolve technical issues, manage helpdesk requests, and keep business systems running smoothly.
Delivery: Remote virtual training plus on-the-job learning
Assessment: Portfolio, Project Report with a Q&A and an interview based on the portfolio of evidence.
Graduation: You and your apprentice will be invited to our annual Graduation Ceremony, a chance to celebrate achievements, network with other employers, and recognise success with awards and recognition.
Training Modules
Module 1: Core Digital Support Using office tools, troubleshooting, secure data handling, and professional communication.
Module 2: Helpdesk Operations Managing tickets, supporting stakeholders, digital systems, and cloud fundamentals.
Helpdesk Pathway: Diagnosing and resolving IT issues, configuring devices, applying security updates, and supporting colleagues.
Progress: Tracked via quarterly reviews to ensure training aligns with your business needs.
How is the IT Helpdesk skills gap affecting the workforce?
82% of employees say poor IT support negatively impacts their productivity
UK businesses lose an estimated £12.3 billion annually due to IT downtime
70% of IT teams spend more than half their time on basic support tasks instead of innovation
60% of organisations report delays in resolving support tickets due to a shortage of skilled IT staff
Businesses with well-trained helpdesk staff see a 30% faster resolution rate, improving staff satisfaction and cutting costs
Cybersecurity risk is highest at the helpdesk level. 91% of cyber attacks start with a user support request or phishing attempt
Employers Frequently Asked Questions:
Will they actually make a difference to my business?
Yes, apprentices are trained to handle common IT issues quickly, reducing downtime and keeping staff productive. Employers typically see faster ticket resolution rates and happier teams.
What will it cost me as an employer?
With government funding, hiring an apprentice is one of the most cost-effective recruitment and training solutions:
Levy payers – fully funded through your levy account.
Non-levy SMEs – just 5% contribution (around £650-£1000 depending on the course).
SMEs with under 50 staff hiring 16–21-year-olds, 100% fully funded.
You may also receive a £1,000 employer incentive and 0% National Insurance contributions for under-25s.
Do I have to find the apprentice myself?
No, you have two options, you can upskill a member of your current team or you can hire a new apprentices, if hiring new is the case then we manage the entire recruitment process for you. That includes writing the job ad, advertising, shortlisting, and pre-screening candidates. We’ll then present you with high-quality applicants who are the right fit for your business, saving you time and recruitment costs.
What tasks will they handle early on?
From month one, they’ll support password resets, printer and network issues, and staff software queries — freeing up your IT team.
How much Training/Management will I need to do with them?
Not as much as you might think. We handle the structured training, coaching, and assessment — so you don’t need to “teach” them the technical skills yourself.
What you provide is:
A workplace mentor/line manager who checks in with them, sets practical tasks, and gives feedback (this is usually just part of your normal team management).
Opportunities to apply what they’re learning in real situations (e.g. supporting staff with digital tools, automating workflows, troubleshooting systems).
We take care of the rest:
Our industry-expert trainers deliver remote sessions and track progress.
Every 12 weeks, we meet with you and the apprentice to review development and make sure training aligns with your business goals.
All coursework and admin is managed via MS Teams, so you’re not buried in paperwork.
In short: your role is to provide the environment and tasks, while we take care of the specialist training and assessment. Most employers find apprentices quickly become self-sufficient contributors, reducing rather than adding to your workload.
What our Employers say about us...
Partnerships & Accreditations
