Junior IT Service Desk Apprentice

Role overview

This apprenticeship offers the chance to build practical IT and technical support experience while working at Hampton Court Palace. You will learn in a heritage setting and be supported by an experienced team as you develop both knowledge and hands-on capability.

The position focuses on helping the Service Desk and IT Operations teams with device setup, support queries, troubleshooting, and day-to-day technical coordination. Strong communication and customer service are important, as the role supports staff and volunteers across the organisation.

Service desk and user support

• Serve as the first contact for IT incidents and service requests.
• Carry out basic triage, troubleshooting, and resolution of common technical issues.
• Record and track tickets using ITIL-aligned procedures.
• Provide helpful and professional support to staff and volunteers.

Technical support

• Help install and configure desktops, laptops, and mobile devices.
• Assist users with Microsoft 365, Windows, Teams, and SharePoint.
• Develop good practice around endpoint security, patching, and system updates.
• Support hardware checks and break/fix work under supervision.

Operational responsibilities

• Keep IT asset information accurate and up to date.
• Help with user administration in Active Directory, Azure AD, and Microsoft 365.
• Support onboarding and offboarding activities.
• Assist with routine monitoring and system health checks.

Cross-site support

• Provide support across all palaces, including offices, front-of-house areas, visitor centres, and conservation spaces.
• Help with meeting room audio-visual equipment, point-of-sale peripherals, and other operational technology.

Apprenticeship and development

• Complete all apprenticeship learning modules within the required timelines.
• Take part in shadowing opportunities across infrastructure, network, and cybersecurity teams.
• Stay current with IT policies and security best practices.

Additional duties and job details

This is an advanced apprenticeship at level 3. The role reference is 24177, and the listing date shown is 01/09/2026. The position is based at Historic Royal Palaces, Hampton Court Palace, East Molesey, Surrey KT8 AU.

Training and work are expected within a demanding but rewarding apprenticeship environment. You may also be asked to contribute to IT projects such as device refreshes, network improvements, and rollout work, along with any other reasonable tasks assigned by your manager.

Application form notes

The application form requests a required first name, surname, and email address, along with phone number, CV upload, additional comments, and CAPTCHA verification. Hidden tracking fields are also present in the form.