Set people up on Information Technology (IT) systems, provide support and solve problems to help organisations run smoothly.
Apprentices learn to set up, maintain and support IT systems across an organisation. This includes configuring hardware and software, managing user accounts, troubleshooting technical faults, and keeping systems running reliably. Training covers networking fundamentals, operating systems, security practices, and how to communicate technical issues clearly to non-technical colleagues. By the end of the programme, apprentices are expected to work with limited supervision, diagnose common infrastructure problems, and follow established processes for escalating more complex issues.
A typical week involves setting up workstations and devices for new starters, responding to helpdesk tickets, resetting passwords, and diagnosing connectivity or hardware faults. Apprentices work within ticketing systems such as ServiceNow or Jira, follow IT service management processes, and liaise with end users to resolve issues promptly. They may also assist with routine maintenance tasks, software updates, and basic network administration, working alongside senior technicians on larger infrastructure projects.
Completing this apprenticeship typically leads to roles such as IT support technician, junior systems administrator, or first and second line support analyst. From there, common progression routes include network engineering, cybersecurity, cloud infrastructure, or systems administration, often supported by vendor certifications from Microsoft, CompTIA, or Cisco. Employers span every sector, from NHS trusts and local authorities to financial services firms, managed service providers, and large retailers. Most organisations that depend on IT infrastructure, which is most organisations, employ people in these roles at various levels of seniority.
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Completers typically move into roles such as IT Support Technician, First Line Support Analyst, Second Line Support Technician, Desktop Support Engineer, or IT Helpdesk Analyst. Some employers move apprentices directly into internal IT teams as junior systems administrators, handling day-to-day user provisioning, hardware setup, and incident logging within a structured IT department.
Within three to five years, many technicians progress to Second or Third Line Support Engineer, Systems Administrator, or Network Support Analyst. From there, two distinct tracks emerge. The technical specialist route leads toward Network Engineer, Cloud Infrastructure Engineer, or Cybersecurity Analyst roles, often supported by vendor certifications such as CompTIA, Microsoft, or Cisco qualifications. The leadership route moves toward IT Team Lead or IT Service Desk Manager, with responsibility for staff and service delivery.
Demand for this skill set spans almost every sector in the UK. Managed Service Providers (MSPs) are among the most active hirers, taking on technicians to support multiple client organisations. NHS trusts and local councils hire for in-house IT teams. Financial services firms, retailers, logistics companies, and schools all maintain internal helpdesk and infrastructure functions. Roles exist in organisations of all sizes, from small IT departments to large enterprise environments with hundreds of users.
Throughout the apprenticeship, learning takes place alongside real employment, with the apprentice building practical competence in IT support, system configuration, and problem-solving as part of their daily work. Before final assessment, there is a readiness check, often called a gateway, where the employer and training provider confirm the apprentice has developed the knowledge, skills, and behaviours the standard requires. Final assessment then confirms the apprentice can perform the role competently and independently. Assessment arrangements for many digital standards are currently being updated, so check the standard's gov.uk page for the current specification.
Building a strong body of workplace evidence from early in the programme is the most practical step an apprentice can take. That means keeping records of real tasks, such as setting up user accounts, troubleshooting hardware and software faults, and supporting end users, rather than trying to reconstruct evidence at the end. Working closely with the employer and training provider to track progress against the standard throughout will make the gateway review a straightforward process rather than a last-minute exercise.
Look for providers with an achievement rate above 65% on their FATP profile, and weigh this against cohort size: a strong rate across a large cohort is more meaningful than one built on a handful of completions. For a standard focused on live IT environments, ask whether off-the-job training uses current operating systems, ticketing platforms, and network monitoring tools rather than outdated lab setups. Employer satisfaction scores above 80% suggest the provider keeps businesses informed and involved throughout. Learner reviews mentioning hands-on troubleshooting practice and responsive off-the-job support are a good sign.
Be cautious of providers showing high learner volumes but a falling achievement rate over recent years, which can indicate stretched resources or weak learner support. For this standard, vague descriptions of "IT skills" training without specifics on hardware, software environments, or ticketing systems should prompt further questions. Providers who cannot point to apprentices progressing into support analyst or junior network roles after completion may be treating the standard as a throughput exercise rather than a genuine career pathway.
There are no nationally set entry requirements, so each employer and training provider can set their own. Most will expect a reasonable level of English and maths, and some interest or background in IT. Apprentices who do not already hold GCSE grade 4 or above (or equivalent) in English and maths will need to achieve Functional Skills Level 2 in those subjects before completing the apprenticeship.
The typical duration is 12 months, though the actual length depends on the apprentice's prior experience and how quickly they progress. Throughout, the apprentice remains employed and applies their learning directly on the job. A portion of working time must be dedicated to off-the-job training. The exact minimum duration and off-the-job requirements are subject to ongoing reform, so check the current specification on gov.uk for up-to-date figures.
Before assessment, the apprentice must pass through a gateway, at which point the employer, training provider, and apprentice agree that the required skills and knowledge have been demonstrated. End-point assessment typically involves a mix of practical tasks and a professional discussion, but assessment models for many standards are being updated under current reforms. Check the current assessment plan on gov.uk for the definitive requirements for this standard.
The funding band for this standard is £15,000, which is the maximum government contribution toward training and assessment costs. Large employers with a levy account use those funds directly. Smaller employers co-invest with the government, typically paying 5% of training costs with the government covering the rest. If you employ fewer than 50 people and take on an apprentice aged 16 to 18, the government pays 100% of the training costs.
The role centres on setting up and maintaining IT systems and equipment, supporting users when something goes wrong, and keeping networks and devices running reliably. Day-to-day tasks typically include configuring hardware and software, troubleshooting connectivity or access problems, managing user accounts, and documenting issues and fixes. The exact work varies by employer, but the core purpose is keeping an organisation's IT infrastructure operational and its people able to do their jobs.
Completing this apprenticeship leads to a Level 3 qualification and a solid grounding in IT support and infrastructure. Many completers move into more specialist roles such as network engineer, systems administrator, or cybersecurity analyst. Some go on to higher-level apprenticeships at Level 4 or above in areas such as network engineering or digital and technology solutions. Employers in most sectors need these skills, so career options span public sector organisations, managed service providers, financial services, and beyond.
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Curated by Alex Lockey, FATP founder and editor. Last reviewed: .
Sources include the apprenticeship's official specification on apprenticeships.gov.uk, Skills England guidance, IfATE archive records, DWP funding bands, and provider data sourced directly from the public Apprenticeship Provider and Assessment Register (APAR). Standard reference: 82.
Some sections on this page were drafted with AI assistance from published source data and reviewed by a human editor before publication. See our editorial methodology for how we maintain this content. Spotted something out of date? Tell us.