Overview
This apprenticeship is all about helping organisations harness digital tools to boost productivity, streamline communication, and improve customer service. You’ll choose one of two specialisms:
- Digital Applications Technicians focus on helping internal users make the most of digital tools and adapt to technological changes to boost productivity and support organisational objectives.
- Digital Service Technicians support external customers and clients through digital channels, helping them access services, use digital systems, and resolve issues related to digital technologies.
Daily Responsibilities
Digital Support Technicians interact with a wide range of users, either internal colleagues or external customers, via digital platforms, phone, or in person.
They operate with a moderate level of autonomy, working under general direction and using discretion to handle complex tasks. They typically receive clear instructions and have their work reviewed regularly, escalating issues when necessary.
They influence others through regular interaction and may supervise or make decisions that affect team members or project phases. Technicians contribute to team efforts, plan and monitor their own work, and follow relevant legislation, standards, and procedures.
AI Integration within these Apprenticeships
Digital Applications Technician Pathway: AI is enhancing how we use and support digital tools and as a Digital Applications Technician, you’ll learn how to use it to improve productivity and user experience. You’ll explore AI powered features in common business applications, like smart assistants in spreadsheets, automated data entry, and predictive text tools. You’ll also see how AI helps personalise user interfaces, streamline workflows, and support accessibility giving you the skills to help teams work smarter with everyday tech.
Digital Service Technician Pathway: AI is transforming IT support and as a Digital Service Technician, you’ll discover how to use it to deliver faster, smarter service. You’ll work with AI-driven helpdesk tools, automated ticketing systems, and smart diagnostics that detect and resolve issues before users even notice. You’ll also explore how AI supports remote monitoring, user behaviour analysis, and proactive maintenance, giving you hands on experience with the intelligence that is powering modern digital workplaces.
Benefits to Employers
Employing an apprentice through this programme offers tangible advantages:
- Remote Delivery Option: Flexible delivery models allow training to be tailored to your operational needs, including remote learning and support.
- Early Access to Emerging Talent: Observe potential recruits in action, gaining insight into their performance and potential before making long-term hiring decisions.
- Inclusive Recruitment: Access a broader, more diverse pool of young learners, helping to build inclusive teams and bring fresh perspectives into your organisation.
Core Duties
All Digital Support Technicians are expected to:
- Apply digital technologies to meet organisational objectives
- Monitor and operate digital information systems
- Respond to user enquiries and troubleshoot issues
- Maintain digital data and resources
- Communicate effectively through digital channels
- Learn and adapt using digital tools
- Collaborate with team members
- Stay informed about emerging and fringe digital technologies
Role-Specific Duties
Digital Applications Technicians will:
- Develop and implement technology-based productivity solutions
- Act as digital champions, training and supporting colleagues
- Diagnose and resolve internal application issues
- Assist with digital operations and change projects
- Support digital transformation initiatives
Digital Service Technicians will:
- Help customers register for and access services online
- Coach users on how to use digital platforms
- Diagnose and resolve external user issues, including hardware and software problems
- Use collaborative tools to communicate with users
- Provide support through various digital channels
- Manage service delivery using systems like CRM to enhance user experience and productivity
Typical Job Roles
For Digital Applications Technicians, roles may include: 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, roles may include: Service Centre Operator, Digital Service Advisor, Digital Service Support, Digital Service Agent, Applications and Online Service Executive, Technical Support Professional, Digital Support Professional, and Operations Technical Specialist.
Duration
15 months (this does not include EPA period).
Delivery
Training is primarily delivered in the workplace, with a minimum of 6 hours per week dedicated to off-the-job learning. An assessor will regularly visit to observe tasks and conduct professional discussions.
Remote Delivery: Is also an option available, allowing off-the-job training to be tailored to your operational needs.
Apprentices will have access to an online portfolio to track progress and showcase their work.
Before the end-point assessment, apprentices must complete the full Level 3 Information Communications Technician programme.
Progression
Upon completion, apprentices can progress to advanced or higher apprenticeships at Level 3, 4, or 5.
End Point Assessment
The EPA consists of two components, each graded as Fail, Pass, or Distinction:
- Project Report with Presentation, followed by Questions and Answers
- Professional Discussion underpinned by a portfolio of evidence
Candidates for this course should be working in a related sector.
All applications will be reviewed on an individual basis. If you have experience or previous knowledge that will support your application please remember to include it. Apprentices without level 2 English and maths, aged 16-18, will need to achieve this level prior to taking the End-Point Assessment.
Under new rules, apprentices aged 19 and over will no longer be required to achieve a Level 2 functional skills qualification in English and Maths to complete their apprenticeship. Although, the decision will be at the employers discretion, and apprentices are encouraged to discuss these requirements with their employer or training provider.
As an employer that doesn’t pay the apprenticeship levy, you pay just 5% towards the cost of training and assessing an apprentice.
The government will pay the rest up to the funding band maximum.
You’ll pay the training provider directly and agree on a payment schedule.
If you employ fewer than 50 employees, the government will pay 100% of the apprenticeship training costs up to the funding band maximum for apprentices aged:
- 16 to 21
- 19 to 24 with an education, health and care plan provided by their local authority or has been in the care of their local authority
Paying employer National Insurance contributions
Employers may not need to pay Class 1 National Insurance contributions for an apprentice, if the apprentice is:
- under 25 years old
- on an approved UK government apprenticeship standard or framework (these can differ depending on country)
- earns less than £967 a week (£50,270 a year)
The apprentice, as an employee, will continue to pay Class 1 insurance contributions through their salary, this will only benefit the employer.
Read HMRC’s guidance on paying National Insurance contributions.
