Help Desk Technician Apprentice

This is a rare opportunity to become part of the Derbyshire Constabulary "family" based at their Force Headquarters in Ripley. The purpose of these roles is to provide customer-focused, effective and efficient administrative support to the Regional Forces.

Responsibilities

• Provide technical support to customers both internal and external through a range of communication channels.
• Establish and diagnose ICT problems/faults using the required troubleshooting methodology and tools.
• Interpret technical specifications relevant to the ICT task.
• Apply the appropriate security policies to ICT tasks in line with organisational requirements.
• Undertake the relevant processes with the relevant tools and technologies to resolve ICT technical issues.
• Communicate with all levels of stakeholders, talking them through steps to take to resolve issues or set up systems, keeping them informed of progress and managing escalation and expectations.
• Apply appropriate testing methodologies to hardware or software or cabling assets.
• Practice guided continuous self-learning to keep up to date with technological developments to enhance relevant skills and take responsibility for own professional development.
• Install and configure relevant software and hardware as appropriate for example: mobile apps, printers, projectors, scanners, and cameras.
• Address IT issues by prioritising in response to customer service level agreements.
• Administer security access requirements and permissions for stakeholders, escalating as necessary, for example, password resets.
• Support the roll-out of upgrades, new systems or applications, interpret and prioritise internal or external customer 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.
• 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 requirements.
• Use information necessary to identify operational issues and rectify or escalate accordingly in line with policy.
• Interpret and prioritise internal or external customer 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.

Qualifications and Skills

• GCSE in English and maths (grade C / 4 or Level 2 equivalent) or Level 2 equivalent; share if you have other relevant qualifications and industry experience.
• You will attain the Information Communication Technician occupational standard and Level 2 Functional Skills in maths & English (where applicable) upon successful completion of your apprenticeship.
• Communication skills.
• IT skills.
• Attention to detail.
• Organisation skills.
• Customer care skills.
• Problem solving skills.
• Analytical skills.
• Logical.
• Team working.
• Initiative.
• Non-judgemental.
• Patience.
• Self-motivated.
• Confidentiality.

Remuneration and Conditions

Derbyshire Constabulary is committed to reducing and investigating crime, protecting people and promoting law and order across the county of Derbyshire. Derbyshire is renowned for being hugely diverse, encompassing the rural areas of the Peak District as well as old mining communities, modern towns and business centres. It is also home to the vibrant and culturally diverse city of Derby.

£14,526.20 for your first year, then could increase depending on your age. Hours: 37 per week. Start date: Monday 7 September 2026. Duration: 1 year 10 months. National Minimum Wage rate for apprentices. Training course: Information Communications Technician (level 3).