Digital Support Technician
Level: 3
Standard Number: ST0120
Overview
Digital Support Technicians maximise the effective use of digital office technologies, productivity software and digital communications in organisations. They can follow one of two pathways: Digital Applications Technician or Digital Service Technician.
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.
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.
Assessment
The new assessment plans have one mandated and one secondary assessment method.
Mandated Method: Professional Discussion
The Professional Discussion gives apprentices the opportunity to demonstrate how they apply their digital support knowledge and skills in practice. They can expect to discuss areas such as problem-solving, system support, data security, stakeholder communication and decision-making, using examples from their work. The discussion will also explore how they work responsibly and autonomously, with stronger performance demonstrating initiative, adaptability and well-reasoned judgement.
Secondary Method One: Project
The Project Assessment allows apprentices to demonstrate how they apply their digital support skills to a practical workplace activity. They’ll use their knowledge to solve problems, support or improve digital systems and respond to organisational or stakeholder needs.
OR
Secondary Method Two: Portfoliio
Apprentices compile a portfolio of workplace evidence demonstrating how they provide effective digital support and solutions. They’ll include examples of resolving technical issues, supporting users, maintaining digital systems and applying security practices, demonstrating their skills in a real working environment.