Level 3 Apprenticeship Standard

​

Who is it for?

The Digital Support Technician apprenticeship is suitable for someone new in a role or an existing team member.  The broad purpose of a Digital Support Technician is to maximise the effective use of digital office technologies, productivity software and digital communications. These will include collaborative technologies, and digital information systems.

​

There are two pathways in the Digital Support Technician apprenticeship so the apprenticeship can be used to support a wide range of roles:

• Digital Applications Technician

• Digital Services Technician

​

Course Content

The Digital Support Technician apprenticeship standard details the knowledge, skills and behaviours (KSBs) expected of a competent technician and the duties expected.  The duties that apply to all pathways include:

 

• Duty 1 Provide technical support to customers through a range of communication channels

• Duty 2 Manage their time, prioritising their digital support workflow to meet critical milestones

• Duty 3 Apply relevant policies and legislation appropriate to their role, and follow appropriate escalation procedures

• Duty 4 Undertake basic data analysis utilising appropriate digital technologies

• Duty 5 Maintain security of data by applying the appropriate policies and complying with legislation

• Duty 6 Support continuous improvement activity within the organisation

• Duty 7 Resolve digital issues using the appropriate tools and technologies

• Duty 8 Collaborate with stakeholders to manage expectations, escalating as appropriate

• Duty 9 Take responsibility for own continuous professional development (CPD) by keeping up to date with technological developments

• Duty 10 Document actions to ensure a clear audit trail and progression of issues

 

Content for the individual pathways includes:

• Digital Applications Technician

• Digital Service Technician

• 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

• Determine the root cause of technical issues to identify the potential solutions

• Take appropriate action when technical problems are identified

• Configure a range of digital devices or systems to meet user needs

• Communicate technical concepts or solutions using appropriate language for the audience