Information Communication Technician (9612)

This apprenticeship is aimed at individuals who are either starting a career in IT and digital technology or already working in a junior technical support role and want to develop the knowledge and skills required to support, maintain and improve IT systems and communications infrastructure. Information Communications Technicians play a vital role in ensuring that an organisation's technology, networks and digital services operate effectively, securely and reliably. 

Typical learners may include:

• IT Support Technicians
• Service Desk Analysts
• Helpdesk Technicians
• Technical Support Assistants
• Junior Network Technicians
• Infrastructure Support Technicians
• Telecommunications Support Technicians
• Digital Support Officers

The apprenticeship is particularly suitable for individuals who enjoy technology, problem solving and helping users make effective use of digital systems. Learners may support internal colleagues or external customers by installing, configuring, monitoring and maintaining hardware, software, networks, cloud services and communication systems. The skills developed are highly transferable and can be applied across all sectors including healthcare, education, finance, retail, manufacturing, local government, technology and professional services

Learners develop an understanding of how IT infrastructure, networks, communications systems and digital services support organisational operations and business objectives. Designed around the Information Communications Technician (ST0973) occupational standard, the apprenticeship develops the knowledge, skills and behaviours required to operate, support and improve technology services. 

Apprentices learn how to:

• Install, configure and maintain IT hardware, software and communications systems
• Monitor the performance, availability and security of IT services and infrastructure
• Diagnose, troubleshoot and resolve technical incidents and user issues
• Provide effective technical support to internal and external customers
• Support network, cloud and communication technologies to meet business requirements
• Use industry tools and processes to manage service requests, incidents and system changes
• Maintain data security, privacy and compliance with organisational and regulatory requirements
• Contribute to the continuous improvement of IT systems, services and user experience
• Work collaboratively with colleagues, suppliers and stakeholders to deliver reliable digital services
• Apply professional standards and adapt to emerging technologies and changing business needs

The apprenticeship combines technical knowledge with practical workplace experience, enabling apprentices to develop the skills required to support modern digital environments and build careers in areas such as IT support, networking, infrastructure, cybersecurity and digital communications. 

Apprentices will typically spend 18 months on-programme, excluding the assessment period, working towards meeting the Occupational Standard for the Information Communications Technician (ST0973) apprenticeship, with required off-the-job training completed in accordance with the apprenticeship funding rules.

Employers and training providers should ensure that apprentices have access to appropriate workplace experience and development opportunities to gain and apply the required knowledge and skills for their chosen option:

• Support Technician
• Network Technician
• Digital Communications Technician

The Professional Discussion provides apprentices with an opportunity to demonstrate their knowledge and skills through a structured discussion with an assessor.

To deliver this apprenticeship assessment, organisations must be an approved City & Guilds centre. If you are not approved as a City & Guilds centre, you can:

• Become an Approved centre