• Job Reference: 00003393-1
  • Date Posted: 24 May 2023
  • Recruiter: ScotRail
  • Location: Glasgow
  • Salary: £19,901
  • Sector: IT
  • Job Type: Contract

Job Description

The Opportunity

The ScotRail IT team is responsible for supporting our 5,000 members of staff using a range of technologies including laptops, desktop computers and mobile devices. All our staff play a key role in supporting the performance of Scotland’s Railway and range from people working on trains, engineering depots, stations, and offices.

As an apprentice 1st line support team member, you will be the first contact for ScotRail staff looking for support with our hardware and software.

Your day-to-day activities will be centred around responding to faults and requests logged by colleagues across the business via telephone, our self-service portal and chat.
You will aim to fix faults at the first point of contact but where you can’t, you will follow an escalation path to ensure the issue is resolved with as quickly as possible to lessen the impact on staff being able to run trains

You will also help fulfil requests that are raised to supply additional software, process our new entrants, movers, and leavers, and play a key part in maintaining the security and resilience of ScotRail systems.

The Person

Due to funding criteria, our apprenticeships are open to people aged 16 to 24, and people up to age 29 who identify as having a disability or who are care experienced. Whether you're coming straight from school, further education or are already in employment, we would love to hear from you.

Applicants should have relevant skills, qualifications and/or experience at SCQF Level 5. (Many of you might know what the SCQF Framework is but if you don’t we have included a link to the framework to allow you to find out what level you are working at - Interactive Framework | Scottish Credit and Qualifications Framework (

Candidates should have:

An interest in working in IT
A willingness to learn
A willingness to complete a 24-month apprenticeship
A willingness to attend regular reviews to discuss your progress and development
A willingness to attend internal training (and external training if required) and taking responsibility, with support, to collect the evidence required for your SVQ Portfolio

What can you expect from your Apprenticeship?

You will progress through your 24-month apprenticeship within an office-based environment and at the end will achieve qualifications in:

Microsoft Azure Cloud Support SCQF Level 6, delivered by QA Ltd.

QA Ltd will ensure your qualification is tailored to your day-to-day role to ensure development of strong technical IT and practical skills to perform to the best of your ability. You will get involved in Fault Diagnosis, Systems Management and Network Configuration.

Your time will be divided between gaining real life workplace experience with ScotRail and allocated time each week to complete the learning modules.

You will give the opportunity to attend digital skills workshops, an access license to QA’s learning platform, Cloud Academy, complete Microsoft Azure Fundamentals certification and be supported throughout by a dedicated Skills Coach.


We also have a range of benefits for our employees including a final salary pension scheme, free and reduced rate rail travel, a generous holiday allowance and Hapi benefits package.

You can discover all our benefits here -

We’re committed to creating a workplace culture that embraces diversity, inclusion and belonging for everyone -

The selection process:

Submit your application – be sure to spend enough time on it, taking your time to explain why you would like to be an IT Modern Apprentice. Research the role before applying and check your application for any errors before you submit it as well.

If successful, the next stage will be an interview with the hiring manager.
The final stage for successful candidates will be a medical questionnaire and Disclosure Scotland. You’ll then be asked to provide at least 2 satisfactory references. At this point you’ll be welcomed on board