Eve Taylor started with us in August 2024 as our IT Service Desk Apprentice. She is thriving in her role and is making a real difference at Plus Dane. We asked her some questions about her time with us so far:
I began my apprenticeship at Plus Dane in August 2024, working towards my Level 3 Information Communications Technician qualification. The programme lasts around 18 months, which means I’m now approaching the final stages - with my End Point Assessment just around the corner!
Throughout my apprenticeship, I’ve gained hand son experience with the IT Service Desk and the wider team, while also completing practical learning at Riverside College in Widnes. It’s been a brilliant opportunity not only to develop a strong foundation of IT skills, but also to grow my communication, problem solving, and teamwork abilities.
A typical day on the Service Desk is never the same, each day depends on the variety of tickets that come in. I start my morning with daily checks, making sure all systems are running normally for colleagues and confirming that backups have completed successfully.
Throughout the day, I handle incoming calls and support colleagues with a mix of technical issues and questions. These can range from routine tasks like resetting passwords or setting up new users, to more complex problems that require escalation to the wider IT team. I also set up new devices for colleagues, ensuring each one is secure, fully configured, and ready to use. This often includes meeting users face-to-face to complete handovers and help them feel confident with their new equipment.
Alongside day-to-day support, I assist the Service Desk team with larger projects such as the Laptop Refresh, as well as other tasks such as keeping our asset management system accurate and up to date so every device is properly recorded.
My favourite thing about working at Plus Dane is the incredibly supportive environment. Throughout my apprenticeship, I’ve always felt encouraged by both my team and my managers. Their support has created a safe and comfortable space where I can grow, learn new skills, and develop my technical knowledge while building strong working relationships. That sense of support has made a real difference to my confidence and development, and it’s one of the key reasons I’ve enjoyed my time here so much.
One thing I’ve learned during my apprenticeship that I didn’t expect is how much my confidence would grow. I assumed the biggest challenge would be picking up the technical skills, but I’ve actually been most surprised by how much I’ve developed in areas like communication, problem-solving, and working with different teams.
I didn’t expect to feel as comfortable as I do speaking to colleagues at all levels, handling issues on my own, and taking responsibility for tasks. Every day on the Service Desk brings something new!
I would definitely recommend an apprenticeship with Plus Dane. My experience has been really positive, and I feel like it’s been a great place to start my career. The team is supportive, the work is varied, and I have been given real opportunities to learn and get hands on experience rather than just observing.
What I’ve found most valuable is the balance between responsibility and support. You’re trusted to get involved in real tasks and projects, but you always have people around you who are willing to help, explain things, and make sure you understand what you’re doing.
Plus Dane also has a friendly atmosphere, which makes a big difference when you’re new and trying to build confidence. Overall, it’s been a great place to grow both my technical skills and my confidence, and I’d happily recommend the apprenticeship to anyone thinking about starting out in IT.
