This apprenticeship has options. This document is currently showing the following option:
Maximising the effective use of digital office technologies, productivity software and digital communications in organisations.
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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.
This summary page outlines the information that you and your employer need to know about your end-point assessment (EPA). You and your employer should also read the end-point assessment plan for the full details including roles and responsibilities, assessment method requirements and re-sits and re-takes.
An EPA is an assessment at the end of the apprenticeship. It assesses your competence against the knowledge, skills and behaviours (KSBs) on the occupational standard. You will have been trained on them during your training, both on and off the job. The EPA is your chance to show an independent assessor you can do the occupation you have been trained for. Your employer will only recommend you start the EPA when you have finished your training and both your employer and you think you are ready. Your employer will choose an end-point assessment organisation (EPAO) to deliver the EPA. Your employer and training provider should provide you with support on what to expect and how to prepare for your EPA.
The typical length of the on-programme (training) part of this apprenticeship is 15 months. The end-point assessment period will typically last 3 months.
The grades available for this apprenticeship are:
Project Report with presentation, questions and answers
Professional Discussion underpinned by a portfolio
At the end of the apprenticeship, and having passed the EPA, you will be awarded with your apprenticeship certificate.
The gateway is the point when all on-programme training and any mandatory qualification requirements have been met. When you have completed your training and your employer says you are competent in your occupation, you enter the gateway. The EPAO will check any mandatory qualifications are complete. They will tell you how to submit any necessary documents (for example, a portfolio). After the EPAO confirms that you have met all the requirements, the EPA starts.
When you reach the gateway, you need to complete the following:
Have passed English and maths at level 2.
1For those with an education, health and care plan or a legacy statement, the apprenticeship’s English and mathematics minimum requirement is Entry Level 3. British Sign Language (BSL) qualifications are an alternative to English qualifications for those who have BSL as their primary language.
Portfolio of evidence requirements: Apprentices must compile a portfolio of evidence during the on-programme period of the apprenticeship. It should contain evidence related to the KSBs that will be assessed by this assessment method. The portfolio of evidence will typically contain 5 discrete pieces of evidence. Evidence should be mapped against the KSBs. Evidence may be used to demonstrate more than one KSB; a qualitative as opposed to quantitative approach is suggested. Evidence sources may include: This is not a definitive list; other evidence sources can be included. The portfolio should not include reflective accounts or any methods of self-assessment. Any employer contributions should focus on direct observation of performance (for example witness statements) rather than opinions. The evidence provided should be valid and attributable to the apprentice; the portfolio of evidence should contain a statement from the employer and apprentice confirming this. The EPAO should not assess the portfolio of evidence directly as it underpins the discussion. Independent assessors should review the portfolio of evidence to prepare questions for the discussion assessment method. They are not required to provide feedback after this review.
For the professional discussion underpinned by a portfolio you must submit: portfolio of evidence
Project with an report output: you You will be asked to complete a project. The EPAO will advise you of suggested project titles and the detailed specification. As part of the project, you need to write a report and submit this to the EPAO. The report should be a maximum of (with a 10% tolerance). The minimum requirements of the project are:
A written report.
You will have 4 weeks to complete the project and submit the report to the EPAO.
Discussion: you will meet with the independent assessor in a quiet place that is free from distractions and be asked questions. The professional discussion will last 60 and the independent assessor will ask a minimum of 12 questions to find out how well you can do your job. You need to compile a portfolio of evidence during the apprenticeship. Your training provider and employer should discuss this with you. You can use your portfolio of evidence to help you answer questions in the .This method may take place remotely, though the EPAO will confirm the details. You will be given at least 14 days notice of the professional discussion.
If you have a query that relates to your job, then please speak to your employer. You should speak to your training provider if you have any other questions about the apprenticeship including the end-point assessment. You should get detailed support from the EPAO before the EPA begins. Your employer and training provide should talk to you when they think you are ready to take the EPA. The EPA is for you to show how good you are at your job. You should speak to your training provider about what to expect in the EPA and how to prepare. You should speak to the EPAO if your EPA has already started, and you have a query.
If you have a disability, a physical or mental health condition or other special considerations, you may be able to have a reasonable adjustment that takes this into account. You should speak to your employer, training provider and EPAO and ask them what support you can get. The EPAO will decide if an adjustment is appropriate.
This apprenticeship aligns with Register of IT Technicians for Level 3. The experience gained and responsibility held by the apprentice on completion of the apprenticeship will either wholly or partially satisfy the requirements for registration at this level.
Please contact the relevant professional body for more details.