Digital Support Technician Level 3


There are two pathways within the Digital Support Technician standard – Digital Application Technician and Digital Service Technician. Those focusing on digital applications work with their internal customers to meet their organisational technological needs. Those who focus on digital services will support their organisation’s external customers so they can use digital platforms effectively.

Roles associated with Digital Application Technician are Data Administrator, Database Administrator, Digital Coach, Digital Transformation Associate, ICT Support Analyst and Digital Champion.
Roles associated with Digital Service Technician are Digital Service Advisor, Digital Service Agent, Service Centre Operator, Operations Technical Specialist and Digital Support Professional.

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About this Standard

Typical job roles for this standard would be: –

  • Digital Service Advisor
  • Digital Service Agent
  • Service Centre Operator
  • Operations Technical Specialist
  • Digital Support Professional

Delivery of the Training: –

Knowledge-based off-the-job training will take place once a month along with portfolio-building days each month. The Apprentices allocated Learning and Development Coach will issue monthly action plans and complete workplace visits in addition to the off-the-job training and portfolio-building days.

Progress Reviews will take place with the Apprentice, manager, and Learning and Development Coach every 12 weeks to monitor progress and ensure the Apprentice is on target to achieve by the planned end date.

Individual employers will set the selection criteria, but this is likely to include five GCSEs, (especially English, Mathematics and a Science or Technology subject); a relevant Level 2 Apprenticeship; other relevant qualifications and experience; or an aptitude test with a focus on IT skills.

The duration of this Apprenticeship is typically 15-18 months

End Point Assessment Requirements: –
The End Point Assessment (EPA) is completed in the last few months of the Apprenticeship. It is based on: –

Case Study Presentation
The apprentice will have 20 hours to prepare a presentation in response to a case study (selected from a bank prepared by City & Guilds) of common business problems.

Knowledge Test
The Knowledge Test is made up of two Knowledge Units (KU) – one core and one Optional – assessed by multiple-choice tests:
Knowledge Unit 1 (KU1) Core Knowledge: Security and Legislation
Knowledge Unit 2 (KU2) Digital Applications Knowledge (option 1)
Knowledge Unit 3 (KU3) Digital Service Knowledge (option 2).

20% off the job training is a mandatory requirement when completing any Apprenticeship Standard.

A timetable of sessions is available by contacting our Recruitment Team on 0115 9835823 or

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