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.
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. They will select one of the following two options:
A Digital Applications Technician helps their organisation and its internal users to maximise the use of digital technologies and adapt to and exploit changes in technology to meet organisation objectives and maximise productivity ensure effective use of digital office technologies, productivity software, digital communications, including collaborative technologies, and digital information systems to achieve objectives
A Digital Service Technician supports the external customers and clients of their organisation though a wide variety of digital channels, to help them access and receive services, to coach and support them in their use of the digital systems; to support them to complete and submit information remotely and to diagnose and resolve their problems in relation to their access to and use of the digital technologies
In their daily work, Digital Support Technicians interact with a wide variety of internal or external users of digital systems, through digital channels, by phone and/or face to face.
WHAT WILL I LEARN?
Option 1 – Digital Applications Technician
Digital Technologies: applies sophisticated digital technologies effectively to achieve objectives
Information Systems: monitors and operates complex information systems
Digital Implementation: supports digital operations and/or digital change and transformation by championing and demonstrating best practices
Digital problem solving: identifies and resolves digital problems independently for self and colleagues to maintain productivity and improve quality of service
Digital skills support: coaches and guides less experienced colleagues to develop their digital skills and to use digital systems effectively
Productivity software: uses a range of digital applications appropriate to the role to create, update, edit, manage, analyse and present data and information
Working with colleagues: works with internal colleagues across the organisation – whether digital specialists or otherwise
Option 2 – Digital Service Technician
Customer service: helps customers and clients register for and access information, products and services through online digital channels and represents the organisations brand through digital channels
Digital problem solving: diagnoses and resolves customers and client’s problems with accessing and using digital technologies and applies the organisation’s diagnostic processes for fault finding escalating and reporting problems with the digital technologies, using content management systems as appropriate
Software applications and operating systems: installs and configures software on to end-user devices, including operating systems and applications and demonstrates deployment of software applications and operating systems remotely
Multi-tasking: applies excellent multi-tasking capability to be able to capture information at a conversational pace whilst navigating numerous systems
Customer service: takes responsibility for customer service and uses diagnostic tools and digital systems to manage external end-user dissatisfaction through to resolution
Business skills: demonstrates first point resolution whilst balancing customer and business needs to secure the appropriate solution
Working with customers: works with a very wide range of customers and external users – from a wide variety of backgrounds, with a wide variety of needs and with a wide variety of digital competence, including dealing with difficult and challenging situations
HOW WILL I BE ASSESSED?
You will be assessed through a mix of on-the-job and off-the-job training, portfolio building and an End Point Assessment.
WHAT CAN I DO NEXT?
Those completing the Digital Support Technician apprenticeship will be recognised for entry onto the BCS, the Chartered Institute for IT, Register of IT Technicians confirming SFIA level 3 professional competence. Those completing the apprenticeship can apply for registration.
IS THERE ANYTHING ELSE I NEED TO KNOW?
Typical Job Roles:
For Digital Applications Technicians: Digital Coach, Digital Transformation Associate; ICT Support Analyst, Digital Champion, Database Administrator, Data Administrator, IT Operations Technician, Digital Applications Specialist and Digital Systems Operator.
For Digital Service Technicians: Service Centre Operator, Digital Service Advisor, Digital Service Support, Digital Service Agent; Applications and On-line Service Executive, Technical Support Professional, Digital Support Professional, and Operations Technical Specialist
An apprenticeship at level 3 requires you to complete, or be working towards a level 2 in Functional Skills for Maths and English. Depending on your prior attainment level, you may be required to complete an initial assessment to check suitability for entry onto the programme. If you have already achieved GCSE grades at C/4 or above, you may be exempt from completing this as part of the apprenticeship Additionally, it is expected that you will have already achieved the relevant level 2 industry related qualification in order to progress on to the level 3, and be working in a suitable role in order to complete this apprenticeship. Furthermore, all candidates will have an interview with the Apprenticeship Specialist to assess suitably before being accepted on to an apprenticeship programme.