Course Overview

The broad purpose of a Digital Support Technician is to maximise the effective use of digital office technologies, productivity software, digital communications, including collaborative technologies, and digital information systems to achieve objectives.

This occupation is found in organisations, large and small, in all sectors, and within public, private and voluntary organisations. Organisations of all types are increasing applying digital technologies across all their business functions to maximise productivity. The demand for people who can support and implement these digital operations and digital transformation projects is increasing. Similarly, organisations of all types are increasingly supporting their service users though online and digital channels, as they develop omni-channel approaches to meeting customer needs, deflect traditional telephone and face-to-face contacts and to reduce costs.

Those completing the Digital Support Technician Apprenticeship can apply for registration on the BCS, The Chartered Institute for IT, Register of IT Technicians confirming SFIA level 3 professional competence.

The Content

Digital Support Technicians will be taught a range of:

Skills
• Digital technologies
• Data Management
• Digital security
• Digital services support
• Digital Information Management Systems
• Communication
• Digital learning
• Organisational policies and standards
• Thinking and Problem-Solving skills
• Business and decision-making skills
• Continuous improvement
• Teamwork
• Maintain a productive, professional and secure working environment
• Ability to work independently and to take responsibility
• Use own initiative
• Resilience and positive mental

Knowledge
• Most common digital office technologies
• Modern digital infrastructure
• Computer system fundamentals
• Physical systems
• Technologies for backing up data securely
• Applying processes and procedures for the secure handling of data
• Concepts and fundamentals of data
• Organisational importance of information security and its management
• Major types of threats and risk
• Operational aspects of risk
• Individual and company risks, responsibilities and requirements
• Principles behind an organisation’s digital presence
• How to represent and safeguard the brand and reputation
• Communication using different channels
• How to adapt appropriately to different audiences
• Limitations and extent of the internet for research and to locate and access information securely
• Planning and organising own learning activities
• Effective time management and the need to prioritise effectively
• Continuous improvement with the application and use of digital technologies
• Awareness of current, emerging and fringe digital technologies

Behaviours
• Works independently and takes responsibility maintains productive and professional working environment with secure working practices
• Uses own initiative when implementing digital technologies and when finding solutions
• Resilient and positive mental attitude when dealing with difficult situations
• Maintains thorough and organised approach to work when working with digital technologies and prioritising as appropriate


Learners will also complete one of two optional routes:

Digital Service Technician
• Help customers/clients register for and access information, products and services online
• Support and coach external users in their use of these digital technologies
• Diagnose and resolve external users’ digital problems and advising on related problems
• Utilise software packages and tools
• Use a variety of digital channels to maximise effective external user support and to resolve external end-user problems
• Use and maintain information systems to manage service delivery, improve user experience and increase organisational productivity

Digital Applications Technician
• Devise technology-based productivity solutions, and implement these in the organisation
• Work as digital champions - training and supporting colleagues to make the best use of technology-based productivity tools
• Diagnose digital problems and provide internal end-user application support
• Assist with digital operations and digital change projects
• Support digital transformation projects.


Functional Skills in English and Maths
Where a Digital Support Technician has not already achieved Level 2 English and Maths, they must do so before taking the end-point assessment.

The Assessment

Learners will need to undertake an End Point Assessment which consists of the following 2 elements:
• Knowledge Tests
• Case Study Presentation and Interview

Course Duration

Up to 18 months (ie a practical training period of up to 13 months, followed by an End Point Assessment (EPA) period of up to 5 months).

Progression

This role may be a gateway to further career opportunities in this sector, such as management or senior support roles, or to further study.

Get in touch!

If you are interested in upskilling a member of your team or taking on an apprentice then simply get in touch and one of our expert advisors will contact you with more information.

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