This occupation is found in organisations, large and small, in all sectors, and within public, private and voluntary organisations. Organisations of all types are increasingly 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 change projects is increasing. Organisations of all types are increasingly supporting their service users through online and digital channels. Organisations are developing omnichannel approaches to meeting customer needs to deflect telephone and face-to-face contacts and so reduce costs.

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.

A Digital Applications Technician (DAT) helps their organisation and its internal users to maximise the use of digital technologies. They help organisations adapt to and exploit changes in technology to meet objectives and maximise efficiency. They ensure the effective use of digital office technologies, productivity software, digital communications, including collaborative technologies, and digital information systems.

In their daily work, Digital Support Technicians interact with a wide variety of internal or external users of digital systems. They will communicate through digital channels, by phone and/or face-to-face. Digital Support Technicians work under general direction, using discretion in identifying and dealing with complex issues. They receive clear instructions and have their work reviewed at frequent milestones and determine when issues should be escalated to a higher level. Digital Support Technicians interact with and influence others, having working-level contact with colleagues or customers. They may supervise others or make decisions which impact the work assigned to others or to other phases of projects. A Digital Support Technician plans, schedules and monitors their own work within limited deadlines and according to relevant law, standards and procedures.

Digital Applications Technicians (DAT) devise digital productivity solutions and roll them out in the organisation. They work as digital champions, training and supporting colleagues to make the best use of digital tools and diagnose problems. They provide internal end-user application support. The DAT may also assist with digital operations and digital change projects.

    Validated by the British Computer Society (BCS) and delivered by Bournemouth and Poole College, the Apprenticeship combines study days at college where you will have the opportunity to work with other apprentices and work collaboratively on projects developing and building confidence in the soft skills and behaviours required to be successful when completing the End-Point Assessment. You will be taught and assessed by staff with industry experience and professional recognition.

    The remainder of the time the Apprenticeship is based in the workplace working with experts in your organisation building software and hardware skills and knowledge.

     

    What the course leads to

    What courses can I do after this? 

    What do I need to apply

    To do this course you should have... 

    Candidates will likely require five GCSEs at grades 9-4, (formerly Grades A*-C), especially English, Mathematics and a Science or Technology subject), a relevant Level 3 qualification or other relevant qualifications and experience.

    Every employer is different and therefore the entry requirements can vary. As a guide, you ideally need GCSE Grade 5 (formerly Grade B or C) in English and Maths. However, we will work with you and provide additional support to help you achieve their requirements prior to your Apprenticeship.

    Individual employers will set the additional selection criteria for their Apprenticeships.

    Course costs

    Course Code Start Date Costs 16-18 Costs 19-23 (with concessions) Costs 19+ (no concessions)
    BP20016 Various TBC TBC TBC

    * Please note fees are subject to change.

    Course content

    Course Content 

    The Digital Support Technician will maximise the effective use of digital office technologies productivity software and digital communications in organisations. Gaining experience and knowledge both in the workplace and in college.

    • Operating a range of digital information systems and tools to maintain information and support service delivery – entering, editing, searching, storing, integrating and organising data; data modelling; relationship modelling and data analysis to identify trends and insights
    • Using digital office technologies and collaborative tools, to support the delivery of services and to share information using data systems effectively.
    • Respond to enquiries providing support and information using utilising digital channels.
    • Digital learning: studies using digital resources to extend knowledge and skills in the use of new digital systems or features and other skills
    • Helps their organisation and its internal users maximise the use of digital technologies and adapt to and exploit changes in technology to maximise productivity.
    • Uses and applies Digital Technologies and Information systems to support digital operations and/or digital change and transformation
    • Digital Implementation: supports digital operations by championing and demonstrating best practices
    • Digital skills support to develop digital skills and to use digital systems effectively across the organisation

    Produce a portfolio of work-based projects that show that the apprentice can perform the following Duties:-

    • Provide technical support to customers through a range of communication channels
    • Manage their time, prioritising their digital support workflow to meet critical milestones
    • Apply relevant policies and legislation appropriate to their role, and follow appropriate escalation procedures
    • Undertake basic data analysis utilising appropriate digital technologies
    • Maintain security of data by applying the appropriate policies and complying with legislation
    • Support continuous improvement activity within the organisation
    • Resolve digital issues using the appropriate tools and technologies
    • Collaborate with stakeholders to manage expectations, escalating as appropriate
    • Take responsibility for own continuous professional development (CPD) by keeping up to date with technological developments
    • Document actions to ensure a clear audit trail and progression of issues
    • 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

    More info

    Start Day/Time 

    Attendance will be as a day-release to Bournemouth and Poole College and four days at work

    Duration 

    18 Months

    Attendance 

    Apprenticeship

    Level 

    Level 3

    Qualification Name 

    Apprenticeship

    Awarding Body 

    British Computer Society

    Curriculum Area 

    Creative and Digital Industries - Digital & Computing

    More about the course 

     

      Academic Year 

      2024/25

      Duration 

      18 Months

      Attendance 

      Apprenticeship

      Level 

      Level 3

      Qualification Name 

      Apprenticeship

      Awarding Body 

      British Computer Society