3132 — IT user support technicians

What this occupation covers

IT user support technicians are responsible for providing technical support, advice and guidance for internal/external users of IT systems and applications, either directly or by telephone, e-mail or other network interaction.

Typical duties

provides technical support to IT users

advises users on how to resolve hardware and software problems

installs and upgrades hardware, cables, operating systems and/or appropriate software

facilitates user access to systems

refers more complex or intractable problems to appropriate IT professionals

researches possible solutions in user guides, technical manuals and other documents

maintains a log of work in progress, calls received, actions taken and problems detected

reports on commonly occurring queries to detect underlying problems

Entry routes and qualifications

Entry is possible with a variety of academic qualifications and/or relevant experience. Entrants typically possess a degree or GCSEs/S grades and A levels/H grades together with an appropriate vocational qualification. Some employers may demand a relevant degree. Training is provided off and on-the-job supplemented by specialised courses. Postgraduate and professional qualifications and apprenticeships in some areas are available.

Sponsorship information

Medium Skilled. Actual duties, sponsor, applicant, salary and any transitional or shortage-list conditions must be checked.

Temporary Shortage List: IT user support technicians. Certificate of Sponsorship must be issued before 31 December 2026.

DBS assessment

No code-wide DBS assessment is assigned. Check actual duties, activities, workplace, frequency and jurisdiction. This code does not determine the level of check.

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