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Apprenticeship training course

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

  • digital office automation technologies; • how to use them to create, update, edit, manage, and present data• the organisation’s use of templates and their best working practice• how these tools can be used to collaborate with others
  • types of digital architecture and how it relates to their organisation;• physical storage versus cloud• role of operating systems and servers
  • the importance of backing up data securely and the technologies that support it.
  • the principles, processes and procedures for the secure handling of data in compliance with legislation.
  • the concepts and fundamentals of data;· searching, storing, integrating, and organising data·  how organisations use various types of data·  the key features and functions of information systems·         data formats and their importance for analysis·  data entry and maintenance
  • the key principles and processes for diagnosing stakeholder’s digital problems.
  • principles of a helpdesk system, including accessing and maintaining stakeholder information and the contribution of helpdesk system to the organisations performance and customer service.
  • approaches to risk mitigation for data loss including confidentiality, integrity and availability
  • significance of an organisation’s digital presence;·         how this is maintained and what products are used·         how the brand is represented and safeguarded
  • approaches to a range of communication channels and how to adapt to different audiences and situations.
  • the principles and constraints of searching the internet and accessing information securely • Currency- Relevance- Authority- Accuracy- Purpose
  • approaches to planning and organising own learning activities to maintain and develop digital skills (CPD).
  • approaches to effective time management and prioritisation
  • principles of continuous improvement within the context of the application and use of digital technologies and the benefits
  • current and emerging digital technologies and the possible implications for work on a support desk including the impacts of digital technologies for climate change, sustainability and moving to net carbon zero
  • approaches to assessing the impact of their actions on other stakeholders within a support desk environment
  • principles of productivity software applications used to create, update, edit, manage, and present data and information including how to support stakeholders in their use.
  • the features and benefits of digital information systems and how these are used to maintain application support.
  • working practices for the productive use and administration of stakeholder’s applications.
  • organisational approaches to incorporating different digital applications across business functions and the implications for their stakeholders.
  • approaches to the training and support of stakeholders to make the best use of the organisation’s applications.
  • digital office automation technologies; • how to use them to create, update, edit, manage, and present data• the organisation’s use of templates and their best working practice• how these tools can be used to collaborate with others
  • types of digital architecture and how it relates to their organisation;• physical storage versus cloud• role of operating systems and servers
  • the importance of backing up data securely and the technologies that support it.
  • the principles, processes and procedures for the secure handling of data in compliance with legislation.
  • the concepts and fundamentals of data;· searching, storing, integrating, and organising data·  how organisations use various types of data·  the key features and functions of information systems·         data formats and their importance for analysis·  data entry and maintenance
  • the key principles and processes for diagnosing stakeholder’s digital problems.
  • principles of a helpdesk system, including accessing and maintaining stakeholder information and the contribution of helpdesk system to the organisations performance and customer service.
  • approaches to risk mitigation for data loss including confidentiality, integrity and availability
  • significance of an organisation’s digital presence;·         how this is maintained and what products are used·         how the brand is represented and safeguarded
  • approaches to a range of communication channels and how to adapt to different audiences and situations.
  • the principles and constraints of searching the internet and accessing information securely • Currency- Relevance- Authority- Accuracy- Purpose
  • approaches to planning and organising own learning activities to maintain and develop digital skills (CPD).
  • approaches to effective time management and prioritisation
  • principles of continuous improvement within the context of the application and use of digital technologies and the benefits
  • current and emerging digital technologies and the possible implications for work on a support desk including the impacts of digital technologies for climate change, sustainability and moving to net carbon zero
  • approaches to assessing the impact of their actions on other stakeholders within a support desk environment
  • the components of databases and their use
  • approaches to stakeholder system configurations and how this impacts on providing technical support
  • the importance and security implications of updating and maintaining stakeholders systems.
  • approaches to minimising and communicating the impact of required technical procedures.
  • approaches to the training and support of stakeholders to make the best use of the organisation’s digital systems.

Skills

  • use digital technologies, including collaborative tools, to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice.
  • use data accurately and securely to meet business requirements and in line with organisational procedures and legislation.
  • apply information security principles, for example: information transfer, deletion, storage, usage and communications that may include using mobile devices.
  • provide an appropriate and effective response to enquiries, providing support and information utilising digital channels and in line with organisation protocols
  • operate digital information systems, for example• Management- Finance Human Resources• Bespoke departmental or organisational systems or databases
  • communicate effectively through a variety of different channels using terminology appropriate to the audience
  • use digital resources to extend own knowledge and skills relevant to their role
  • risk assess the organisational impact of decisions that they take
  • use digital systems to identify productivity and performance improvements
  • use digital technologies to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice
  • maintain system security in line with organisational policies.
  • support digital operations or digital change and transformation activities.
  • investigate application problems and enable resolution to maintain productivity and improve quality of service.
  • coach and guide stakeholders to develop their applications skills to use digital systems effectively.
  • monitor data to analyse systems use and provide insights to recommend use or applications developments.
  • use digital technologies, including collaborative tools, to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice.
  • use data accurately and securely to meet business requirements and in line with organisational procedures and legislation.
  • apply information security principles, for example: information transfer, deletion, storage, usage and communications that may include using mobile devices.
  • provide an appropriate and effective response to enquiries, providing support and information utilising digital channels and in line with organisation protocols
  • operate digital information systems, for example• Management- Finance Human Resources• Bespoke departmental or organisational systems or databases
  • communicate effectively through a variety of different channels using terminology appropriate to the audience
  • use digital resources to extend own knowledge and skills relevant to their role
  • risk assess the organisational impact of decisions that they take
  • use digital systems to identify productivity and performance improvements
  • use digital technologies to operate effectively as part of a team, and with other stakeholders, enabling sharing of information and best practice
  • maintain system security in line with organisational policies.
  • support customers in the use of information, products and services through digital channels.
  • diagnoses technical problems by identifying and applying tools and techniques to undertake fault finding, recording and rectification.
  • maintain end-user systems physically or remotely. For example: software, hardware or operating systems
  • provide and direct end-users to tools and resources to help them to resolve their digital problems.

Behaviours

  • work independently and take responsibility to maintain productive and professional working environment with secure working practices.
  • use own initiative when implementing digital technologies and finding solutions to stakeholder’s problems.
  • professional approach to dealing with stakeholder’s problems.
  • self-motivated for example: takes responsibility to complete the job.
  • takes a sustainable mindset towards digital support activities ensuring climate change and the move to net carbon zero by 2050 is a consideration
  • work independently and take responsibility to maintain productive and professional working environment with secure working practices.
  • use own initiative when implementing digital technologies and finding solutions to stakeholder’s problems.
  • professional approach to dealing with stakeholder’s problems.
  • self-motivated for example: takes responsibility to complete the job.
  • takes a sustainable mindset towards digital support activities ensuring climate change and the move to net carbon zero by 2050 is a consideration
Apprenticeship category (sector)
Digital
Qualification 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 the Institute for Apprenticeships and Technical Education.