Apprentice Desktop Support Technician Review

My main workload comes from the Service Desk/ticket system as part of the 1st Line Support team. Primary work is building starter/leaver/replacement machines and distributing these (and other IT equipment) to staff. I provide basic support of software and hardware for Windows PCs, as well as frequently educating staff. Promoting self-help via tutorials and heavy involvement in the starter process.

I have learnt a great deal about imaging and PC builds (a new skill); ensuring machines are encrypted, fit for the user and company's specific needs. I am developing a knowledge of user accounts via Powershell and Active Directory, and tackling issues surrounding these. I had some prior knowledge of hardware, however this has grown too by working with different machines.

I thoroughly enjoy my programme so far! As a beginner in IT, it has been paced really well to ensure I have enough time to grasp and apply a new skill before tackling a new one. I have been given a great balance of mentoring/training and practical work too.

Overall quite well structured, my plan was presented on the 1st day. However I'd say there is room for improvement. It's understandable that a service-desk environment is busy and not constantly able to accommodate- new issues arise on a daily basis and can sometimes delay or interrupt my training, especially if provided by a colleague.

There is a really welcoming atmosphere for starter staff, Abcam are very supportive of the apprenticeship programme and it shows through the increasing number of us! On several occasions I've felt I was working independently too soon and needed more training, but my line manager ensures regular catch-ups and a mentor in place if I need more support.

During induction, my training provider seemed a bit too commercial and impersonal rather than supportive. However since being assigned my learning mentor I have felt more guided as an individual! The resources provided by Firebrand (e.g. Pluralsight) are really great, lots of comprehensive video tutorials I study during my off-the-job learning time at work.

So far I think my apprenticeship learning has much more theory as opposed to my work, which is much more practical. My apprenticeship study so far has been great for teaching me the basics and terminology however, I feel like it will be more useful to me when handling more technical problems later down the line.

There are quite a lot of social activities and group training, Abcam is really proactive in holding events! There are many 'breakout' places around the site including a games room, where they run board-game nights, I can't often stay late sadly. We had events throughout Mental Health Awareness week not long after I started, which was impressive. We've had a team lunch before but I would love more outings together!

Yes

Amazing atmosphere. You really feel like you're part of somewhere that's striving to keep growing and improving, and cares about its employees which is something bigger companies lose sight of. Even its environmental impact- proper disposal of recycling and compostable waste is promoted around the site. There's a great perks package and quality-of-life policies, even as a more entry-level employee I feel valued!

Don't be intimidated! Abcam really seems to value enthusiasm. I was initially unsuccessful due to experience, however the company said I had the right attitude and contacted me down the line. This also isn't a place where you'll 'hit a ceiling', there's always room to grow.