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Skill Details

Skill Name

Skill Category

Is Accredited

NoYes

Is Apprenticeship

NoYes

Skill Overview

"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 change projects is increasing. Organisations of all types are increasingly supporting their service users though online and digital channels. Organisations are developing omni-channel 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 Support Technician will select one of the following two options.
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 effective use of digital office technologies, productivity software, digital communications, including collaborative technologies, and digital information systems.
A Digital Service Technician (DST) supports external customers and clients through a wide variety of digital channels. A DST helps them access and receive services and provides coaching and support to them in their use of the digital systems. A DST will support external customers and clients to complete and submit data remotely. They will help them to diagnose and resolve problems with their access to and use of digital tools.
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.
Digital Service Technicians (DST) help customers and clients register for and access data, products and services through online and digital channels. This can be as part of a sales or customer service process. They support and coach external users in their use of these digital systems. They diagnose and resolve external users’ digital problems with accessing and using digital tools. A DST also advises on related hardware and software problems. They use software packages and tools such as collaborative technologies, to interface effectively with external end-users. They will use a variety of digital channels to maximise effective external user support and to resolve external end-user problems. A DST will use and maintain information systems such as Customer Relationship Management tools to manage service delivery, improve user experience and increase efficiency."

Learning Objectives

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																																
Duty 11 (Digital Applications Technician (DAT) ) Take appropriate action when application problems are identified																																
Duty 12 (Digital Applications Technician (DAT) ) Support application users, advising on how to optimise productivity																																
Duty 13 (Digital Applications Technician (DAT) ) Provide application training to users as required																																
Duty 14 (Digital Applications Technician (DAT) ) Source information to support, advise or guide as appropriate to the audience

Funding Option

Funding Eligibility

For apprentices aged 16-21 the training costs are fully funded by the government. For apprentices aged over 21, there is a 5% co-investment which would be paid by the employer. Alternatively, the training costs can be covered by utilising the Apprenticeship Levy Fund.

Skill Price ex VAT (£)

Skill Length

Skill Level

Skill Timings

Delivery Method

Skill Eligibility (Prerequisites for skill/software requirements)

Applicant must be eligible for ESFA funding and in a job role where the duties in learning objectives can be undertaken as part of normal day to day activities

Last Application Date

Skill Enrolment

Skill Status

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