HELPDESK/1ST
LINE SUPPORT
TECHNICIAN
Helpdesk/1st Line Support Technician – Level 3 Apprenticeship
Indicative Content (will vary dependent on an individual‘s agreed programme)
Ready to become the person everyone relies on when tech goes wrong? Our Level 3 Helpdesk & 1st Line Support Apprenticeship is your gateway into the IT industry. You’ll learn how to troubleshoot issues, support users, and work with real systems - all while gaining a nationally recognised qualification, earning a salary, and building practical experience that employers value.
Overview
This apprenticeship provides a structured pathway into the IT industry, combining live virtual training with real workplace experience. Over 13 months, learners build essential technical, communication, and problem-solving skills while working towards a fully funded Level 3 qualification. From using helpdesk systems and diagnosing technical issues to supporting users and understanding digital infrastructure, apprentices gain the practical knowledge needed to succeed in fast-paced IT support roles.
Typical job roles include: Database Administrator, Customer Service Support Technician, VPN & Remote Access Specialist, Virtual Desktop Infrastructure (VDI) User Support, IT Operations Technician, Helpdesk Support, IT Support Analyst, 1st & 2nd Line Support Telecoms Technician
Course Overview
Apprenticeship Standard:Â Level 3 Digital Support Technician
What will you learn:Â Over 13 months, apprentices learn how to deliver frontline IT support, resolve technical issues, manage helpdesk requests, and keep business systems running smoothly.
Delivery:Â Remote virtual training plus on-the-job learning
Assessment:Â Portfolio, Project Report with a Q&A and an interview based on the portfolio of evidence.
Graduation: You and your employer will be invited to our annual Graduation Ceremony, a chance to celebrate achievements, network with other graduates, and recognise success with awards and recognition.
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:Â Diagnosing and resolving IT issues, configuring devices, applying security updates, and supporting colleagues.
Progress:Â Tracked via quarterly reviews to ensure training aligns with your business needs.
