IT Support Specialist
SCQF Level 6

Apprenticeship programme (Scotland)

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This programme ensures learners gain the key skills required to provide effective user support in a service desk environment, equipping them with core problem solving and diagnostic skills to effectively troubleshoot user issues.    

Learners are not expected to have any prior knowledge in this area.  The programme provides: 

  •  An in-depth understanding of the key processes and best practices to support user service requests 
  • A functional understanding of the key technologies commonly supported by a service desk 
  • A fundamental appreciation of the key concepts and processes of IT asset management and how these processes relate to the service desk function 
  • An understanding of the approaches employed to provide users with self-service documentation, FAQS and self-help portals and the service desk’s role in maintaining these assets 



About this course






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Entry requirements


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Level Of Study

SCQF Level 6


Modern Apprenticeship in Digital Technology for IT Support at SCQF Level 6 

Apprenticeship Certificate

Awarded by SQA

Entry Requirements

No set requirements

English Language Requirements


Mode Of Study

Blended and work-based learning


12 months

Assessment Methods

Assessment methods may include a personal reflective statement, workplace observation, witness testimony or professional discussion

Start Date



Online and work-based

What's learned?

  • PC and Networking Hardware and Peripherals
  • Networking Concepts and Administration
  • Operating System Administration
  • Systems Security
  • Fundamental Cloud Principles and Infrastructure
  • Help Desk Policies, Procedures and Best Practices

Programme structure

  • Typical programme duration 12 months, including access to our online learning platform.
  • Apprentices follow QA’s unique methodology, Digital by Design (DxD) - the revolutionary blended learning solution which sets us apart from other providers.


You will be equipped to work in roles such as: 

  • Helpdesk Support Analyst 
  • First Line Support Analyst 
  • IT Support Analyst 
  • Office Support Technician 

Core Units 

  • Problem Solving 
  • Understanding Customer Requirements 
  • Technical Writing 

Technical and Professional Skills Units 

  • IT Service Requests and Technical Skills Part 1 
  • IT Support and Technical Skills Part 2 
  • IT Asset Management 

Learners should be given 2-3 working hours per week to dedicate solely to their apprenticeship programme, where they will complete digital learning activities. Over the course of the programme, they will also be required to attend virtual classroom training for a total of 12 days which is typically held in 2-3 day training blocks. 

You'll have a whole team behind you to help you get the most out of your apprenticeship, including:

  • Your line manager
  • A skills coach
  • A safeguarding specialist
  • A learning support specialist

There are no set entry requirements for learners. The only thing to bear in mind is that your job role must fit your chosen apprenticeship qualification, allowing you to complete the relevant modules. QA will undertake a role-matching exercise to help you.

Interested in hiring an apprentice?

Contact us today via the form or give us a call on 0141 226 1375

If you're an individual interested in starting an apprenticeship, find out more here

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