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Apprenticeship

Digital support technician (level 3)

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Information about Digital support technician (level 3)

Maximising the effective use of digital office technologies, productivity software and digital communications in organisations.

Knowledge, skills and behaviours
View knowledge, skills and behaviours

Knowledge

  • Types of digital office automation to create, update, edit, manage and present data.
  • Types of digital architecture and how it relates to their organisation, such as physical storage, cloud, operating systems and servers.
  • The importance of securely backing up data, the technologies that support it and its relevance to business continuity.
  • The principles, processes and procedures for the secure handling of data in compliance with legislation including Confidentially Integrity Availability CIA Triad and or People Process Product
  • The concepts and fundamentals of data lifecycle: Creating, Processing, Analysing, Storing and Destruction
  • The importance of data types and formats for example structured, unstructured, qualitative and quantitative.
  • Techniques for diagnosing stakeholder’s digital problems for example problem solving life cycle.
  • Functions and features of digital management system to maintain stakeholder information for example helpdesk, CRMs
  • Approaches to communication and how to adapt to different audiences and situations.
  • Constraints when searching for reliable and suitable information for example Currency- Relevance- Authority- Accuracy- Purpose
  • Approaches to planning and organising own learning activities to develop digital skills CPD for example AI and sustainability
  • Approaches to time management and prioritisation
  • Approaches to improving digital services, tools, and systems as part of continuous improvement
  • Current and emerging digital technologies including the impacts of digital technologies for climate change, sustainability and moving to net carbon zero
  • Approaches to assessing the risk and impact of their actions on other stakeholders
  • Digital tools and information systems that are used to create, manage, and present data and information, and how to support stakeholders in using these systems effectively.
  • Working practices for supporting and or administering digital systems, including how to minimise disruption and communicate the impact of technical procedures.
  • Organisational approaches to incorporating different digital systems across business functions and the implications for their stakeholders.
  • Approaches to training and supporting stakeholders to make the best use of the organisation’s digital tools.
  • Research techniques to gather information for example prompt engineering

Skills

  • Use digital channels and technologies, to work collaboratively when sharing information, best practice and supporting stakeholders.
  • Use data accurately and securely to meet business requirements and in line with organisational procedures and legislation.
  • Apply confidentiality, integrity and availability principles to the handling, processing and storage of data and or information.
  • Respond to enquiries, providing support and information utilising digital channels and in line with organisation process
  • Operate digital information systems, for example• Management- Finance Human Resources• Bespoke departmental or organisational systems or databases
  • Adapt communication techniques for different audiences and or situations.
  • Undertake CPD to develop digital skills and knowledge required in their role for example AI and sustainability.
  • Risk assess the organisational impact of decisions that they take
  • Use digital services, tools, and or systems as part of continuous improvement
  • Apply techniques for diagnosing stakeholder’s digital problems and record outcomes
  • Communicate with, and or advise end users in the use of digital systems or resources
  • Support end-user systems physically or remotely. For example: software, hardware, operating systems or applications

Behaviours

  • Work independently and take responsibility to maintain productive and professional working environment with secure working practices.
  • Self-motivated and uses own initiative when implementing digital technologies and finding solutions to stakeholder’s problems.
  • Professional approach to dealing with stakeholder’s problems.
  • Considers the organisational impact of their actions and decisions on other stakeholders
Training category (sector)
Digital
Training level
3
Equal to A level
Course duration
15 months
Maximum funding
£13,000
Maximum government funding for
apprenticeship training and assessment costs.
Job titles include
  • Applications and on-line service executive
  • Data administrator
  • Database administrator
  • Digital applications specialist
  • Digital champion
  • Digital coach
  • Digital service advisor
  • Digital service agent
  • Digital service support
  • Digital support professional
  • Digital systems operator
  • Digital transformation associate
  • Ict support analyst
  • It operations technician
  • Operations technical specialist
  • Service centre operator
  • Technical support professional

View more information about Digital support technician (level 3) from Skills England.