Digital Support Technician

The broad purpose of a digital support technician apprentice 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 through online and digital channels, as they develop omni-channel approaches to meeting customer needs, deflect traditional telephone and face-to-face contacts and reduce costs.

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.

Illustration of a masculine person with brown goatee beard wearing a blue shirt and juggling IT tasks

A Digital Service Technician supports the external customers and clients of their organisation through 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.

Duration: Minimum of 18 months

Level: Level 3

Qualifications: Where a digital support technician has not already achieved Level 2 English and Maths, they must do so before taking the end-point assessment.

Progression: 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.


Download the Level 3 Digital SUpport Technician handbook
View on the Institute for Apprenticeships and Technical Education website

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