Digital Support Technician
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 though online and digital channels, as they develop omni-channel approaches to meeting customer needs, deflect traditional telephone and face-to-face contacts and to reduce costs.
The broad purpose of a Digital Support Technician is to maximise the effective use of digital office technologies, productivity software, digital communications, including collaborative technologies, and digital information systems to achieve objectives. They will select one of the following two options:
- A Digital Applications Technician helps their organisation and its internal users to maximise the use of digital technologies and adapt to and exploit changes in technology to meet organisation objectives and maximise productivity ensure effective use of digital office technologies, productivity software, digital communications, including collaborative technologies, and digital information systems to achieve objectives
- A Digital Service Technician supports the external customers and clients of their organisation though 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
Digital Support Technicians have the following levels of responsibility:
- Autonomy: working under general direction, using discretion in identifying and responding to complex issues and assignments, usually receiving clear instructions and having work reviewed at frequent milestones, and determining when issues should be escalated to a higher level.
- Influence: interacting with and influencing others, having working level contact with colleagues or customers, and may supervise others or make decisions which impact the work assigned to others or to other phases of projects.
- Business: contributing fully to the work of teams, planning, scheduling and monitoring their own work within limited deadlines and according to relevant legislation, standards and procedures.
All Digital Support Technicians have the following core duties:
- Apply relevant digital technologies effectively to achieve objectives
- Monitor and operate complex digital information and intelligence systems
- Respond to user enquiries
- Maintain data, digital resources and data systems
- Communicate effectively though digital channels
- Learn through digital resources
- Work as a member of a team
- Maintain an awareness of current, emerging and fringe digital technologies
Digital Applications Technicians also:
- Devise technology-based productivity solutions, and implement these in the organisation
- Work as digital champions - training and supporting colleagues to make the best use of technology-based productivity tools
- Diagnose digital problems and provide internal end-user application support
- Assist with digital operations and digital change projects
- Support digital transformation projects.
Digital Service Technicians also:
- Help customers and clients register for and access information, products and services through online and digital channels as part of a sales or customer service process
- Support and coach external users in their use of these digital technologies
- Diagnose and resolve external users’ digital problems with accessing and using the digital technologies and advising on related hardware and software problems
- Utilise software packages and tools such as collaborative technologies, to interface effectively with external end-users
- Use a variety of digital channels to maximise effective external user support and to resolve external end-user problems
- Use and maintain information systems such as Customer Relationship Management tools to manage service delivery, improve user experience and increase organisational productivity
Typical Job Roles:
For Digital Applications Technicians: Digital Coach, Digital Transformation Associate; ICT Support Analyst, Digital Champion, Database Administrator, Data Administrator, IT Operations Technician, Digital Applications Specialist and Digital Systems Operator.
For Digital Service Technicians: Service Centre Operator, Digital Service Advisor, Digital Service Support, Digital Service Agent; Applications and On-line Service Executive, Technical Support Professional, Digital Support Professional, and Operations Technical Specialist
Entry Requirements:
Individual employers will set the selection criteria including relevant qualifications and experience. The apprentice is likely to be required to demonstrate an aptitude for functional maths and competence in written and spoken English.
Duration:
The duration of this apprenticeship is typically 15 months.
Standard Code |
Apprenticeship Level |
Standard Components |
LARS No. |
Standard ID |
297 |
Advanced (Level 3) |
50112910 |
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Digital Support Technician Personal Attributes and Behaviours |
Z0001896 |
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Functional Skills Maths Level 2 |
60342687 |
|||
Functional Skills English Level 2 |
60342900 |
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Functional Skills ICT Level 2 |
50098275 |
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EPA |
n/a |