IT Apprentice Review

My role involves supporting and improving key IT service processes across the business, with a strong focus on user account lifecycle management, service improvement, and the introduction of new technologies into business-as-usual support.
On a day-to-day basis, I manage the provisioning, amendment, and deprovisioning of user accounts. This includes creating accounts for new starters, updating permissions when employees move roles or their responsibilities expand, and removing access when users leave the organisation. This work is important in ensuring colleagues have the right access they need to do their jobs, while also maintaining security and compliance.
Alongside this, I support changes to operational processes, particularly where provisioning or support processes need to evolve. This can involve updating existing ways of working, supporting the rollout of new systems, and helping transition these services into business-as-usual support within the service desk. I also contribute to how the service desk supports wider organisational change, ensuring processes are practical, well-documented, and aligned with business needs.
A key part of my role has been introducing new systems from end to end, such as Apple Business Manager, including involvement in the design, implementation, and embedding of the service into operational support. This includes reviewing and improving the way the service desk and wider business work, with a strong emphasis on a security-first, privacy-by-design approach. The overall aim is to improve compliance, simplify processes, and deliver more efficient and secure ways of working across the organisation.

The programme has been somewhat mixed in terms of structure. At times, it can feel as though there is a conflict between the expectations of university and of work, and there is a noticeable lack of overall coordination between the two. As a result, the programme has not always felt as well organised or clearly structured as it could be.
That said, the lack of rigid structure has also had a positive side. It has required me to take greater personal responsibility for managing my workload, balancing priorities, and driving my own development. In many ways, this has helped me grow more quickly, as it has pushed me to be proactive, adaptable, and willing to rise to the occasion. I feel that this flexibility has allowed me to excel in my role by giving me the space to take ownership and develop beyond what might normally be expected.
Within the service desk itself, however, there is a strong focus on introducing more structure and improving the way work is carried out. I have been part of those efforts, including designing processes that reinforce consistency, clarity, and better ways of working. This has given me useful experience in not only working within developing structures, but also actively helping to create them.
Overall, while the programme could benefit from better alignment and clearer structure between work and university, it has still provided valuable opportunities for growth, ownership, and practical development.

I receive a high level of support from my employer, both in terms of my professional development and the opportunities I am given within my role. I have been supported in pursuing certifications relevant to my development, with the company funding this learning, which has helped me continue building my technical knowledge and broaden my skill set. This support has made a real difference in helping me grow with confidence and align my development with both my interests and the needs of the business.
Within the service desk, I have also been given a great deal of trust and flexibility in the work I take on. There is a wide range of opportunities available, and I have been able to focus on areas that align with my interests and long-term goals, whether that is service improvement, process design, security-related work, or technical support. This has allowed me to develop beyond standard day-to-day support responsibilities and contribute to more meaningful pieces of work across the wider team.
For example, I have been supported in taking ownership of work such as Python-based analysis of IT tickets, Microsoft licensing reviews that delivered over £20,000 in annual savings, systems register work, laptop rebuilds and imaging, IT asset audit leadership, Windows 11 rollout support, and contributing to security-focused initiatives such as BYOD planning. I have also been trusted to contribute to wider process and service changes, including improving provisioning-related processes, supporting changes that affect the broader service desk, and helping introduce new ways of working. This includes involvement in the end-to-end rollout of Apple Business, including federated account management, as well as helping design and embed processes that improve structure, compliance, and consistency across the service.
Overall, I feel very well supported by my employer. The combination of formal support through funded learning and informal support through trust, autonomy, and opportunity has allowed me to grow significantly, take ownership of impactful work, and focus on areas that I genuinely enjoy and want to develop further.

I receive a good level of support from my training provider when working towards my qualifications. There are regular seminars and workplace activities that help reinforce what I am learning and link it back to practical application in my role. In addition, I have review meetings every eight weeks, which provide a useful opportunity to reflect on progress, discuss any challenges, and make sure I am on track.
There is also a strong support network available, with plenty of people to speak to if I need guidance or clarification. I have found the formative, non-assessed assignments particularly helpful, as they allow me to practise and build my understanding without the pressure of formal assessment. Alongside this, office hours provide further support when I need additional help or want to explore topics in more detail.
Overall, I feel that my training provider offers a solid level of support through a mixture of structured check-ins, accessible guidance, and opportunities to develop my understanding in a supportive environment.

I feel that my qualification helps me perform better in my role to a significant extent. One of its main strengths is the emphasis on practical skills, many of which are directly applicable to my day-to-day responsibilities. This means that what I learn through the programme is not purely academic, but something I can apply in a real working environment, which makes the learning much more valuable.
At the same time, the qualification also provides a strong grounding in the theory behind why systems, processes, and technologies work in certain ways. This has been particularly useful in developing my approach to problem-solving, as it helps me think more critically about the root cause of issues rather than only focusing on immediate fixes. As a result, I feel it has strengthened both my technical understanding and the way I approach challenges in my role.
Another valuable aspect is the exposure to industry-recognised platforms and certifications, such as ServiceNow, which are highly relevant in the workplace and help build familiarity with software and processes commonly used across organisations. This has supported my wider professional development and complements the practical experience I gain in my role as a Digital and Technology Solutions apprentice.
Overall, I feel the qualification supports my performance well because it combines practical application, theoretical understanding, and exposure to industry-standard tools, all of which help me become more capable and effective in my role.

Yes

Yes, I would recommend FDM Group to a friend. One of the main reasons is the level of opportunity available to get involved in work that would normally be considered out of scope for someone early in their career. I have been trusted to contribute to meaningful projects and service improvements, which has allowed me to build both technical and professional skills at a much faster pace than I would have expected.
Working in a real service desk and wider organisational environment has given me valuable exposure to how IT operates at scale. I have been able to take ownership of work across areas such as IT support, process improvement, service transitions, and system rollouts, which has helped me develop strong problem‑solving skills, confidence, and a better understanding of how technology supports business objectives. This includes involvement in wider initiatives such as improving provisioning processes, designing changes that impact the service desk as a whole, and contributing to the end‑to‑end rollout of Apple Business, including federated account management.
Another key reason I would recommend FDM is the level of trust placed in individuals. I have felt empowered in my role to take responsibility, make decisions, and contribute ideas that have a real impact. Alongside this, there are clear support structures in place, including access to learning opportunities, certifications, and guidance when needed, which helps create an environment where you are encouraged to grow while still being supported.
Overall, FDM Group offers a strong environment for someone looking to gain real, hands‑on experience, develop a broad range of technical and soft skills, and take ownership of meaningful work early in their career.