Many UK employers are finding it hard to keep their IT support teams up to date as technology moves on. This guide shows how apprenticeships can help you upskill your current IT staff, what practical steps to take, and how to make apprenticeships work for your business.
If you manage an IT support team, you'll know how quickly things change. New software, cyber threats and the shift to cloud or hybrid working mean that what worked last year may not be enough today. Recruiting new staff with up-to-date skills is expensive and time-consuming, while your current team may not have had the chance to train formally in areas like cyber security, cloud platforms or automation.
This is a challenge for many SMEs and larger employers. Relying on outdated skills can mean more downtime, greater security risks and frustrated users. But constant recruitment is disruptive and costly. Upskilling your existing IT support staff through apprenticeships is a practical way to build capability and keep your business running smoothly.
Why IT Skills Gaps Are a Real Business Risk
IT support is no longer just about fixing printers or resetting passwords. Today's teams are expected to manage cloud services, tackle cyber security, support remote working and deal with automation tools. For many businesses, the skills gap is not just technical - it affects productivity, staff morale and customer service.
A typical scenario is an SME with a small IT team that grew as the business expanded. The team can handle day-to-day issues, but often struggles when asked to roll out new systems, support hybrid work or respond to security incidents. This can lead to delays, reliance on outside contractors or increased downtime. In an accountancy or finance business, for example, a lack of up-to-date IT skills can slow down client onboarding or disrupt payroll.
The real challenge is not just hiring for new skills, but developing your existing team so they can handle more complex, business-critical tasks.
What's Changing for Employers in IT Support
Over the last few years, the way IT support is delivered has changed. Cloud adoption, automation and a rise in cyber threats mean businesses expect more from their IT teams. At the same time, traditional training courses don't always lead to better performance at work.
The move to hybrid and remote working has exposed gaps in technical knowledge. IT staff are now expected to support a wider range of devices and applications, often with limited resources. This puts pressure on employers to find cost-effective ways to upskill their teams without causing disruption.
Apprenticeships are now a practical route for employers to address these challenges. They offer structured training that's directly relevant to the workplace. Programmes such as the Information Communications Technician apprenticeship are designed to cover core IT support skills, including networking, cyber security basics and cloud fundamentals.
How Skills Gaps Affect Day-to-Day Operations
For many employers, IT skills gaps show up in small but important ways. An accountancy firm might find that its IT support team can't troubleshoot new accounting software, causing delays for clients. An SME may notice that routine maintenance is neglected because the team is always firefighting urgent issues.
Take a local business in Reading as an example. They had a single IT support technician who was responsible for both hardware issues and new cloud-based systems. The result was frequent service interruptions and a backlog of unresolved tickets. After enrolling the technician on an apprenticeship, the business saw improved response times and fewer calls to outside contractors.
Upskilling existing staff can also help with retention. Employees who receive structured training are more likely to stay, reducing turnover and the costs of recruiting replacements.
Practical Steps: Making Apprenticeships Work for IT Teams
If you're considering apprenticeships for your IT support team, the process is straightforward. Here's how to get started:
First, map out the skills your team already has and where the gaps are. This could be anything from basic networking to more advanced cloud or automation skills. Speak with your IT staff to understand their strengths and areas they'd like to develop.
Next, look at the apprenticeship programmes available and choose one that matches your needs. For most support teams, the Information Communications Technician apprenticeship is a good place to start. If your team works with more advanced infrastructure, the Network Support Engineer apprenticeship may be a better fit.
Once you've chosen a programme, work with your provider to set up the training. This usually involves a mix of on-the-job learning and structured coursework. Make sure your apprentices have time in their work schedule for training and to put new skills into practice.
- Map your team's current skills and identify key gaps.
- Research apprenticeship routes that match your IT needs.
- Work with an approved provider to enrol your staff.
- Allocate regular time for training and progress reviews.
How Apprenticeships Deliver Results for IT Support Teams
Apprenticeships aren't just about technical skills. They help IT staff develop problem-solving abilities, communication skills and a wider understanding of how IT supports the business. This leads to a more confident and capable support team.
Employers who have used apprenticeships to upskill IT support staff often see practical benefits: faster response times, better system reliability and improved knowledge sharing within the team. For example, an SME that upskilled a junior technician through the Information Communications Technician apprenticeship was able to reduce downtime and improve staff satisfaction.
Apprenticeships can also help create a culture of learning and development. This is attractive to new recruits and helps retain your best people.
Choosing the Right Apprenticeship Route for Your Business
There are several apprenticeship options to choose from, so it's important to pick the one that fits your business and your team's experience. For foundational IT support roles, the Information Communications Technician apprenticeship covers networking, support and security basics. For more advanced support or infrastructure roles, the Network Support Engineer apprenticeship may be suitable.
If your business is looking at automation or digital transformation, the AI and Automation Specialist apprenticeship can help your IT team learn how to automate routine tasks and introduce new digital tools.
If you're unsure which apprenticeship is right for your team, speak to a provider who understands your sector. They can advise on the best route and help you fit training around your day-to-day business.
Upskilling your IT support staff is more than a technical fix - it's a practical investment in your business's resilience and service quality. Apprenticeships provide a structured, workplace-focused way to develop your team's skills and tackle common IT challenges.
If you're considering how apprenticeships could help your IT team, Solveway can support you in reviewing the available options and finding a practical route forward. Explore our apprenticeships or contact our team for a friendly, no-obligation conversation.
For further guidance, employers can review our employer funding guidance or explore our hire an apprentice.
Frequently Asked Questions
Build a stronger IT support team
Whether you need better cyber awareness, cloud support, networking skills or automation capability, Solveway can help you choose the right apprenticeship route for your existing IT staff.