Digital Helpdesk Higher Apprenticeship - UK Research and Innovation
UKRI is an organisation that brings together the seven disciplinary research councils, Research England and Innovate UK. Together, we build an independent organisation with a strong voice and vision ensuring the UK maintains its world-leading position in research and innovation.
Supporting some of the world’s most exciting and challenging research projects, we develop and operate some of the most remarkable scientific facilities in the world. We are pushing the frontiers of human knowledge through fundamental research and delivering benefits for UK society and the economy through world-class research, skills and business-led innovation.
The UK Astronomy Technology Centre (UK ATC) is a national centre of excellence for the development of scientific instrumentation and facilities for ground and space-based astronomy. Based at the Royal Observatory Edinburgh (ROE), and operated by STFC, it has a world class reputation for delivering innovative and capable cameras, spectrometers and telescope systems.
The UKATC IT Support group at the ROE deliver IT services across the site. The work we do within the group is key to protecting the business assets of the organization and is an enabler for the work of the scientific community at ROE.
Overview:
We are looking to recruit for a Digital Helpdesk Support Level 6 Apprentice.
The successful candidate will work as part of a small team providing front line Helpdesk support for a wide variety of software and systems in a mixed environment (Windows, MacOS, Linux). While the apprentice will have the opportunity to work across all IT platforms, the majority of the work will be Windows based in the first instance.
About the Apprenticeship:
With training and support from experts in their fields, you’ll be enthusiastic about developing your knowledge, skills and behaviours, working towards completing your apprenticeship, gaining appropriate qualifications whilst making a real difference in your role.
If working with innovative technologies on world-leading research isn’t enough, you will develop both professionally and as a critical member of the team in an environment you won’t find anywhere else.
Our dedicated Apprenticeship Team will support you every step of the way, helping you make the most of your opportunities and to achieve the goals you already have – and those you have yet to discover!
We provide an opportunity to really pursue your interests and passion. You’ll have access to additional core skills development, access to a community of apprentices across the site, annual Apprentice awards evenings, a number of active sport and social groups across campus, and potential opportunities for overseas placements.
STFC offers a benefits package crafted to provide an excellent work/life balance including 30 days’ annual leave, an outstanding index linked pension scheme, 10.5 public and privilege days, Christmas closure and flexible working hours.
About the role and a summary of key duties & responsibilities:
Communication is an important part of the role and the post holder will be required to interact with staff at all levels throughout the organisation, both locally at the UKATC and elsewhere within the STFC. They may also be required to liaise with external suppliers and contractors on occasion.
Key duties include:
- First line helpdesk support using a ticketing system
- Troubleshooting hardware and software issues
- Maintenance of records and documentation
Assisting with IT group projects:
- Alongside this, you will undertake professional development and training as part of a cohort of Digital Helpdesk Support Apprentices with the training provider QA. This will include self-directed learning through the use of the QA learning platform as well as online classroom sessions.
Upon successful completion of the course, participants will achieve: Digital Helpdesk Support SCQF6.
Person Specification: [Key - (S) will be measured at shortlisting, (I) will be measured at interview, (S&I) is both.]
Essential:
- Achieved or predicted to achieve a minimum of two National 5 qualifications at Grade C/4 or above
- including Maths, English (S)
- Demonstrable knowledge of - or enthusiasm for – various aspects of computing. Your CV and cover letter should give example(s) of any personal, school or work-based projects that involved learning about and using IT and/or hardware, and what you enjoyed (S&I)
- Excellent verbal and written communication skills, as demonstrated in your CV, covering letter and interview (S&I)
- Excellent problem-solving skills (S&I)
Desirable:
- Some knowledge of PC/Mac computer hardware (I)
- Some knowledge of Microsoft Desktop Products (I)
- Knowledge of Windows and/or MacOS operating systems (I)
Important Information:
- To complete the apprenticeship, you will need to evidence passes at 9-4 or A*-C in GCSE (or equivalent) Maths and English.
For those sitting their GSCE’s in Summer 2025, we would need evidence of your predicted grades.
When applying for an apprenticeship, there is a set residency eligibility criteria that must be met by the applicant.
The training provider will also ask you to complete an initial assessment during the application process. If you already have a qualification in this subject area or similar please include, as an attachment, your transcript outlining the grade/s achieved and modules covered. By applying for this apprenticeship, you are giving permission for your details to be shared with the relevant training provider.
What could you achieve with the world-leading facilities and experts of one of Europe’s largest research organisations by your side?
Join us and discover what’s possible!
About The Science and Technology Facilities Council (STFC)
As one of Europe’s largest research organisations, we ask the biggest questions in the universe to find answers that change the world around us. We seek understanding. We’re proud of the impact we make. And we’re committed to helping build a globally competitive, knowledge-based UK economy. Being part of all this means contributing to work that pushes boundaries and creates possibilities. You’ll work with, and learn from, true experts. Whatever your role, you’ll be free to question, and encouraged to share ideas. And, in a positive and supportive culture, you’ll discover just what a difference you can make when you’re equipped and inspired to excel.
We’re a place where curious minds thrive. Not bound by profit, we explore ideas that others don’t, ask questions that others won’t, and discover answers that others are not equipped to find. And, alongside Mars landings and black holes, we also explore diverse, international projects in everything from science and engineering to computing and technology. Whether it’s at the cutting edge or behind the scenes, our work is intellectually challenging. It’s very often ground-breaking. And it’s endlessly, irresistibly fascinating.
Choosing to come to work at UKRI means that you will have access to a whole host of benefits from a defined benefit pension scheme, excellent holiday entitlement, access to employee shopping/travel discounts and salary sacrifice cycle to work scheme.
The role holder will be required to have the appropriate level of security screening/vetting required for the role. UKRI reserves the right to run or re-run security clearance as required during the course of employment.
How we support EDI in the workforce:
At UKRI, we believe that everyone has a right to be treated with dignity and respect, and to be provided with equal opportunities to thrive and succeed in an environment that enables them to do so. We also value diversity of thought and experience within inclusive groups, organisations and the wider community. For further information, please visit ‘How we support EDI in the workforce’.
Disability Confident Employer:
As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy/ies. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Additional Information:
- Organisation: Science and Technology Facilities Council (STFC)
- Contract Type: Fixed Term Contract
- External Closing Date: May 4, 2025
- Minimum Salary: Pound Sterling (GBP) 18,900
- Hours: Full-time
Please note that we hold the right to close this vacancy early if a sufficient number of applications have been received.
Future prospects:
90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.
Important Information:
This vocational apprenticeship comprehensively supports your specific job role with this particular employer. Throughout your learning journey, you are fully supported by your dedicated QA skills coach and your mentor at work. They ensure you settle in, help you develop all the skills you need to be successful in your job role and pass your assessments, and can provide one to one support.
Starting with insights into your current potential, they plan your growth in a programmatic way, close skills gaps with immersive training and ensure what you learn is applicable to what you do. They talk you through the specifics on the qualifications you gain and how they align in particular to your day to day role.
On completion, as well as the valuable work experience you have gained, you get a nationally recognised qualification at SCQF Level 6.
If you are interested in starting your career and receiving a work based qualification at the same time.
About QA Ltd
Discover your potential through a QA apprenticeship, mastering the skills and technologies that today's employers are seeking. With an apprenticeship, you can earn while you learn and unlock a world of opportunities. Our programmes offer apprenticeships and degree apprenticeships focusing on the most in-demand tech skills, ranging from Level 3 up to Level 7 (a master’s degree).
- 40,000+ learners have already accelerated their careers with QA.
- 90% of QA apprentices secured full-time jobs upon completing their apprenticeships.
- Join a provider ranked in the Top 50 Training Providers from 2019 to 2024.
- Benefit from an award-winning learning system that combines cutting-edge technology, engaging content, compelling design, and on-demand tutor support.
How to apply
To apply for this role and to find out more, please click on the apply button.
Please note that applications may close before the application deadline, so apply early to avoid disappointment.
