IT support technician

Alternative titles for this job include IT user support technician, IT helpdesk technician, service desk technician, help desk support analyst

IT technical support staff diagnose and solve software and hardware problems for computer users.

Average salary (a year)

£16,000 Starter


£35,000 Experienced

Typical hours (a week)

35 to 40 a week

You could work

evenings / weekends on shifts

How to become an IT support technician

You can get into this job through:

  • a college course
  • an apprenticeship
  • working towards this role


You could take a college course in computing or IT support, like a:

  • Level 2 Certificate in ICT Systems Support
  • Level 3 Diploma in ICT Professional Competence

Entry requirements

You may need:

  • 2 or more GCSEs at grades 9 to 3 (A* to D) for a level 2 course
  • 4 or 5 GCSEs at grades 9 to 4 (A* to C) for a level 3 course

More information


You could do an intermediate or advanced apprenticeship in IT support, or an infrastructure technician advanced apprenticeship.

Entry requirements

You'll usually need:

  • some GCSEs, usually including English and maths, for an intermediate apprenticeship
  • 5 GCSEs at grades 9 to 4 (A* to C), usually including English and maths, for an advanced apprenticeship

More information


You could get started as a trainee technician and do qualifications while you work. You'll need some IT skills to get a trainee job.

More information

Further information

You can find out more about working in IT support from Tech Future Careers and The Chartered Institute for IT.

What it takes

Skills and knowledge

You'll need:

  • the ability to work well with others
  • excellent verbal communication skills
  • analytical thinking skills
  • to be thorough and pay attention to detail
  • customer service skills
  • to be flexible and open to change
  • the ability to accept criticism and work well under pressure
  • the ability to use your judgement and make decisions
  • you will be expected to know how to use a computer and tools to benefit this job.

What you'll do

Day-to-day tasks

In this role you could be:

  • communicating with computer users to find and fix problems
  • tracking work in progress and recording issues and solutions
  • updating online knowledge banks
  • servicing and fixing equipment, including printers, projectors and networks
  • setting up new equipment and upgrading existing systems
  • training people on new systems, face-to-face and online

Working environment

You could work in an office, at a client's business or in a contact centre.

Career path and progression

With experience, you could move into a supervisory or management role. You could also apply for roles in training or technical sales.

With training, you could move into:

  • network engineering
  • database administration
  • business or systems analysis
  • IT security
  • IT project management

Training opportunities

Apprenticeships In England

IT Technician Apprentice

  • Wage : £161.25 Weekly
  • Location: Winchester SO23 7RX

IT Support Apprentice - 17637

  • Wage : £10,738.00 Annually
  • Location: Gerrards Cross SL9 8ES

Courses In England


  • Start date: 09 September 2019
  • Location: DUNSTABLE

ICT System Support Diploma Level 2

  • Provider: WKCIC GROUP
  • Start date: 02 September 2019
  • Location: Haringey

Get help using this service

Call 0800 100 900 or use webchat

8am to 10pm, 7 days a week

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