Digital Support Technician Apprenticeship Level 3

The Digital Support Technician will maximise the effective use of digital office technologies productivity software and digital communications in organisations. Gaining experience and knowledge both in the workplace and in college.

• Operating a range of digital information systems and tools to maintain information and support service delivery – entering, editing, searching, storing, integrating and organising data; data modelling; relationship modelling and data analysis to identify trends and insights
• Using digital office technologies and collaborative tools, to support the delivery of services and to share information using data systems effectively.
• Respond to enquiries providing support and information using utilising digital channels.
• Digital learning: studies using digital resources to extend knowledge and skills in the use of new digital systems or features and other skills
• Helps their organisation and its internal users maximise the use of digital technologies and adapt to and exploit changes in technology to maximise productivity.
• Uses and applies Digital Technologies and Information systems to support digital operations and/or digital change and transformation
• Digital Implementation: supports digital operations by championing and demonstrating best practices
• Digital skills support to develop digital skills and to use digital systems effectively across the organisation

Produce a portfolio of work-based projects that show that the apprentice can perform the following Duties:-

• Provide technical support to customers through a range of communication channels
• Manage their time, prioritising their digital support workflow to meet critical milestones
• Apply relevant policies and legislation appropriate to their role, and follow appropriate escalation procedures
• Undertake basic data analysis utilising appropriate digital technologies
• Maintain security of data by applying the appropriate policies and complying with legislation
• Support continuous improvement activity within the organisation
• Resolve digital issues using the appropriate tools and technologies
• Collaborate with stakeholders to manage expectations, escalating as appropriate
• Take responsibility for own continuous professional development (CPD) by keeping up to date with technological developments
• Document actions to ensure a clear audit trail and progression of issues
• Take appropriate action when application problems are identified
• Support application users, advising on how to optimise productivity
• Provide application training to users as required
• Source information to support, advise or guide as appropriate to the audience

Candidates will likely require five GCSEs at grades 9-4, (formerly Grades A*-C), especially English, Mathematics and a Science or Technology subject), a relevant Level 3 qualification or other relevant qualifications and experience.

Every employer is different and therefore the entry requirements can vary. As a guide, you ideally need GCSE Grade 5 (formerly Grade B or C) in English and Maths. However, we will work with you and provide additional support to help you achieve their requirements prior to your Apprenticeship.

Individual employers will set the additional selection criteria for their Apprenticeships.

The final, End-Point Assessment is completed in the last three months of the Apprenticeship. It is based on: 

• Employer declaration
• Portfolio
• Project Report with presentation, questions and answers
• Professional Discussion underpinned by a portfolio

Overarching Grade of Fail, Pass, Merit or Distinction

Typical job titles include

• Digital Coach,
• Digital Transformation Associate;
• ICT Support Analyst,
• Digital Champion,
• Database Administrator,
• Data Administrator,
• IT Operations Technician,
• Digital Applications Specialist
• Digital Systems Operator,
• Service Centre Operator,
• Digital Service Advisor,
• Digital Service Support,
• Digital Service Agent;
• Applications and On-line Service Executive,
• Technical Support Professional,
• Digital Support Professional,
• Operations Technical Specialist

Awarding Body:
British Computer Society

Curriculum Area:
Creative and Digital Industries - Digital & Computing