Maximising the effective use of digital office technologies, productivity software and digital communications in organisations.
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
In their daily work, Digital Support Technicians interact with a wide variety of internal or external users of digital systems, through digital channels, by phone and/or face to face.
- Ideally, candidates will have 5 GCSEs grade 9-4 (A*-C) including English and Maths or equivalent. Apprentices without English or Maths at Level 2 must achieve this prior to taking the end-point assessment.
- At least a Level 2 in IT/Computer Science
- Employment in the industry
What you will study
- Current and emerging digital technologies
- Digital architecture
- Data backups and security
- Searching, organising, integrating and storing data
- Diagnosing digital problems
- Time management and prioritisation
- Supporting application users
- Providing training to application users
- Take appropriate action where technical problems are identified
- Communicate technical concepts or solutions using appropriate language for the audience
- Works independently and takes responsibility to maintain a productive and professional working environment
- Uses own initiative when implementing digital technologies and finding solutions to stakeholder’s problems
- Professional approach