• Closing date:
    26 June 2026
  • Department
    Digital & Intelligence/ IT
  • Salary
    £19,311 - £21,465 per annum
  • Vacancy type
    Apprentice - Fixed Term Contract
  • Hours per week
    36
  • About the role

  • We are expanding our Service Desk Team and are looking for an Apprentice Service Desk Agent to join us. The Service Desk is the first point of contact for council staff and plays an important role in keeping day-to-day services running smoothly.

    In this role, you will support staff by logging, resolving and escalating ICT incidents and service requests, working to agreed processes and service standards. As the first point of contact for users, you will play a key role in delivering a responsive, customer-focused service that supports the wider organisation.

    This apprenticeship provides a structured opportunity to build practical ICT skills while gaining real-world experience across a range of technologies used within the organisation. You will work closely with experienced colleagues, develop your technical knowledge, and contribute to service improvement through accurate documentation and shared learning.

    We offer a supportive team environment that values teamwork, continuous improvement and a strong focus on putting our residents first.

    Key Responsibilities

    • Act as a first point of contact for ICT queries, providing excellent customer service and support
    • Log, triage and manage incidents and service requests, ensuring accurate recording and timely resolution
    • Troubleshoot routine technical issues and escalate more complex problems appropriately
    • Follow agreed processes and service level targets when managing requests and incidents
    • Maintain clear and accurate records of actions taken, supporting reporting and knowledge sharing
    • Update and contribute to knowledge articles and documentation
    • Work collaboratively with colleagues and wider teams to support service delivery
    • Contribute to continuous improvement by identifying ways to enhance processes and customer experience

    About You

    This role would suit someone with a strong interest in IT who is keen to learn and develop in a fast-paced environment.

    You will:

    • Have a genuine interest in ICT and technology
    • Be a strong communicator with a customer-focused approach
    • Be organised and able to manage your workload effectively
    • Have good problem-solving skills and a willingness to learn
    • Be able to work both independently and as part of a team
    • Have a positive attitude and a proactive approach to development
    • Be comfortable using IT systems and learning new technologies

    Why Join Us?

    • Gain hands-on experience within a professional ICT environment
    • Receive structured training and support throughout your apprenticeship
    • Develop technical, communication and problem-solving skills
    • Work within a supportive team focused on learning and development
    • Build a strong foundation for a future career in IT
  • About us

  • We value our employees and are committed to ensuring that they enjoy a fulfilling and rewarding career with us. We understand that a happy and motivated workforce is essential for the success of our organisation. That is why we offer a wide range of employee benefits to enhance your work-life balance, financial wellbeing, health, and professional development. 
     
    Here’s a comprehensive overview of the fantastic benefits we provide: 
     
    • Flexible Working Hours – We recognise the importance of flexibility in managing your work and personal life.
    • 36 Hour Week – Enjoy a standard 36-hour workweek for all full time staff. 
    • Generous Holiday Entitlement – increasing with length of service (for non-casual roles).
    • Hillingdon Sports & Leisure – Stay active and healthy with discounts at council owned leisure centres and swimming pools across the borough.
    • Salary Sacrifice Schemes – option to join schemes for cycle purchase, electric vehicle leasing and additional voluntary pension contributions (subject to scheme rules).
    • Cycle to Work – Eco-friendly commuting with our cycle purchase scheme. We also provide bicycle parking, lockers, and showers at the Civic Centre.
    • Local Government Pension Scheme – access to Local Government Pension Scheme and membership to the Credit Union.
    • Vivup Benefits – Access a variety of offers and discounts through our Vivup Benefits.
    • Mental Health Support and Counselling Services – Our mental health first aiders are trained to identify, understand, and help employees experiencing mental health issues. Access free 24-hour confidential advice and counselling as well as a legal advice service for you and your immediate family.
    • Travel Support – Make your daily commute easier with our season ticket loans and free car parking.  
    • Trade Union Membership – The Council recognises UNISON, Unite, AEP and GMB and supports employees’ freedom of choice in relation to trade union membership.
    Equity, Diversity and Inclusion Statement

    At the London Borough of Hillingdon, we are committed to creating a diverse, inclusive, and equitable workplace. This commitment means that all employees, job applicants and others who work for us will be treated fairly. 
     
    The aim is for our workforce to be representative of all sections of society and Hillingdon residents so we welcome applicants from a wide variety of backgrounds. We strive to ensure that our recruitment process is free from discrimination and bias, and we are dedicated to providing reasonable adjustments to applicants with disabilities. 
     
    Join us in building a workplace where everyone feels respected, able to give their best and be themselves at work, whilst contributing meaningfully to our organisation's success. 
     
    Recruitment Information

    Hillingdon Council operates a guaranteed interview scheme for candidates with disabilities that meet the essential criteria for the role and wish to be considered under this scheme. We believe in the option to choose, so candidates declaring a disability have the choice to opt in for consideration under this scheme, on a ‘per application’ basis. 

    We are committed to safeguarding and promoting the welfare of children, young people and vulnerable groups and expect all staff and volunteers to share this commitment.  

    Some posts are subject to The Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2019 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.  

    In addition to verifying Right to Work in the UK and a new starter health questionnaire, the post is subject to the following pre-employment screening: 
    • 2 years of Referencing 

    Please note: Priority will be given to those at risk of redundancy within Hillingdon Council. Current employees who are part of the redeployment pool must meet the essential criteria for shortlisting to be prioritised. 

    It may be necessary due to a high volume of applications to close this role early. We therefore recommend you apply as soon as possible to avoid disappointment. 

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