IT Support technician Review
at FDM Group
Degree Apprenticeship
Information Technology
Leeds
Review Submitted: April 2026
Overall Rating
3.5 /5
The Overall Rating is the average of all the ratings given in each category. We take those individual ratings and combine them into one final score!
3.5/5
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Overview of Role
3/5
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Skills Development
3.6/5
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Structure and Support
Overview of Role
Please give an overview of your role and what this involves on a day-to-day basis:
3/5
As an IT Support Technician (Tier 1 / Apprentice) acts as the first line of technical assistance, handling day‑to‑day support requests and ensuring staff have the tools they need to work effectively. The role involves managing support tickets in Fresh service, resolving common issues such as guest Wi‑Fi access, account changes for internal users, licensing requests, and disabling accounts for staff who have left the organisation.
Day‑to‑day tasks include setting up blank and fully configured laptops, preparing internal devices, installing software, and helping deploy or arrange monitors and workstation setups across the office. A key part of the role is also contributing to the internal knowledge base by creating and updating clear, step‑by‑step knowledge articles to document solutions and streamline future support. Through this work, an apprentice develops strong troubleshooting skills, gains hands‑on experience with user management, and builds a solid foundation in IT operations.
Day‑to‑day tasks include setting up blank and fully configured laptops, preparing internal devices, installing software, and helping deploy or arrange monitors and workstation setups across the office. A key part of the role is also contributing to the internal knowledge base by creating and updating clear, step‑by‑step knowledge articles to document solutions and streamline future support. Through this work, an apprentice develops strong troubleshooting skills, gains hands‑on experience with user management, and builds a solid foundation in IT operations.
To what extent do you enjoy your programme?
4/5
I’ve really enjoyed my IT Support apprenticeship because it offers a strong and healthy balance between university study and hands‑on workplace experience. The role has allowed me to work with a wide range of people across the office, while tools like Teams make it easy to collaborate with colleagues in other locations as well.
My IT Support department has been incredibly supportive from the start - helping me understand processes, guiding me through different types of tickets, and gradually building my confidence to handle tasks independently. The support from my university, especially through my skills coach, has also been valuable in keeping me organised and focused on my long‑term goals.
The programme itself comes with great benefits, including real workplace exposure, professional development opportunities, and the chance to build both technical and interpersonal skills in a structured environment. There are also many workplace events throughout the year, which create a positive environment and give us opportunities to celebrate and learn about different cultures. Overall, the apprenticeship provides an excellent blend of learning and real IT experience, giving me the foundation I need to grow and progress in my career.
My IT Support department has been incredibly supportive from the start - helping me understand processes, guiding me through different types of tickets, and gradually building my confidence to handle tasks independently. The support from my university, especially through my skills coach, has also been valuable in keeping me organised and focused on my long‑term goals.
The programme itself comes with great benefits, including real workplace exposure, professional development opportunities, and the chance to build both technical and interpersonal skills in a structured environment. There are also many workplace events throughout the year, which create a positive environment and give us opportunities to celebrate and learn about different cultures. Overall, the apprenticeship provides an excellent blend of learning and real IT experience, giving me the foundation I need to grow and progress in my career.
Skills Development
Have you learnt any new skills or developed existing skills?
3/5
Throughout my IT Support apprenticeship, I’ve developed a strong range of technical and personal skills that have helped me grow both professionally and individually. Working on real support tickets—such as account changes, guest Wi‑Fi access, licensing requests, device setups, and onboarding/offboarding tasks—has strengthened my problem‑solving abilities and given me a solid foundation in troubleshooting, user account management, and hardware configuration. Alongside the technical work, I’ve also developed key soft skills such as communication, by regularly speaking with users across the business and explaining solutions clearly; and organisation, through managing multiple tickets, prioritising tasks, and keeping my workload structured. Collaborating with colleagues both in person and through Teams has improved my teamwork and ability to work confidently in different environments. Combined with the support from my department and the academic guidance from my university, these experiences have helped me build the practical skills, confidence, and professionalism needed to progress in my IT career.
Structure and Support
How well organised/structured is your programme?
4/5
The apprenticeship programme is very well organised and provides a strong, structured balance between work and university study, allowing me to perform well in both areas without feeling overwhelmed. Clear schedules, defined expectations, and consistent communication make it easy to manage academic deadlines alongside day‑to‑day responsibilities within IT Support. The way the programme is structured allows me to immediately apply what I learn at university into real workplace scenarios, which helps reinforce my understanding and achieve strong results on both sides. Support from my employer and university is aligned, ensuring that coursework, assessments, and practical experience complement each other rather than clash. This organisation, combined with regular check‑ins and guidance, makes the programme both manageable and motivating, enabling steady progression, skill development, and confidence as I work toward my long‑term career goals.
How much support do you receive from your employer?
3/5
The support I receive from my employer has been a key factor in how positive my apprenticeship experience has been. My IT Support team is extremely supportive and approachable, always willing to offer guidance, answer questions, and share their knowledge whenever I come across something new. From the beginning, they have taken the time to help me understand processes, build confidence, and develop the skills needed to manage tickets independently, while still providing reassurance when needed. In addition to this, the apprentice coordinator within the company has been very supportive, regularly checking in on my progress, offering advice, and helping ensure I am getting the most out of the programme. This strong level of support creates a comfortable learning environment where I feel encouraged to ask questions, take on new responsibilities, and continue improving. Overall, the guidance from both my team and the wider organisation makes the apprenticeship well-structured, motivating, and highly beneficial for my professional development.
How much support do you receive from your training provider when working towards your qualifications?
4/5
The support from my training provider has also been excellent throughout the apprenticeship, contributing positively to my overall experience and progression. They have been consistently supportive, providing clear guidance around coursework, assessments, and expectations, which has helped me stay organised and confident in my learning. My skills coach has been particularly valuable, offering regular check‑ins, constructive feedback, and tailored advice to help me reflect on my development and improve both academically and professionally. This ongoing support ensures that any challenges are addressed early and that learning remains structured and achievable alongside work commitments. Combined with the strong backing from my employer, the training provider’s guidance creates a well‑rounded and reassuring support network, allowing me to stay motivated, focused, and on track to successfully achieve my goals through the apprenticeship programme.
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
4/5
My qualification plays a key role in helping me perform more effectively in my IT Support role by providing a strong theoretical foundation that supports my day‑to‑day practical work. The knowledge gained through my studies helps me better understand systems, processes, and best practices, allowing me to approach tickets with more confidence and structure. Learning around areas such as troubleshooting methodologies, user support, security awareness, and professional standards has directly improved how I diagnose issues, communicate with users, and document solutions. The qualification also encourages reflective learning, helping me identify areas for improvement and apply feedback constructively in the workplace. By combining academic knowledge with hands‑on experience, the qualification strengthens both my technical ability and professional mindset, enabling me to add greater value to my team while continuing to develop toward my long‑term career goals.
Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)
3/5
As part of my experience within the workplace, there are many extra activities that take place which help create a positive and engaging working environment. I took part in a day in the office where we came together to celebrate by sharing food from different cultures to mark Eid, which was a great opportunity to connect with colleagues in a more relaxed setting. Activities like this encourage inclusion, strengthen relationships across teams, and allow people to learn more about one another beyond their day‑to‑day roles. Taking part in these events has helped me feel more integrated within the organisation, improved my confidence when engaging with colleagues, and reinforced the sense of community within the workplace. Overall, these additional activities contribute to a supportive and welcoming culture that complements my professional development alongside my apprenticeship.
Recommendations & Advice
Would you recommend FDM Group to a friend?
Yes
Why?
I would highly recommend FDM Group to others because of how well‑structured, supportive, and career‑focused the apprenticeship programme is. The balance between work and university is carefully organised, allowing apprentices to achieve strong results academically while gaining valuable hands‑on experience in a real working environment. Through the programme, I’ve been able to develop technical IT skills alongside essential professional skills such as communication, organisation, teamwork, and confidence. The support from my IT Support team, apprentice coordinator, training provider, and skills coach has been consistently excellent, creating a nurturing environment that encourages learning while gradually building independence. FDM also promotes a positive and inclusive workplace culture, with additional activities that support engagement and connection across teams. Overall, the programme offers clear progression, strong guidance, real industry exposure, and a supportive network, making it an excellent opportunity for anyone looking to build a solid foundation and work towards long‑term career goals in IT.
What tips or advice would you give to others applying to FDM Group?
When applying for the IT Support apprenticeship at FDM Group, it’s important to show a genuine interest in IT and a willingness to learn and develop over time, rather than feeling the need to have advanced technical knowledge from the start. Applicants should highlight their ability to communicate clearly, work well with others, and explain problems or solutions confidently, as the role is highly people‑focused. Being organised and able to manage multiple responsibilities is also key, as the programme involves balancing daily work tasks with university studies. Demonstrating a positive attitude, flexibility, and openness to feedback will help show you are ready to grow within a structured learning environment. Asking thoughtful questions during the application process and being honest about your goals can further reflect enthusiasm and commitment, as FDM values potential, professionalism, and a strong desire for personal and career development.
