T Levels focus on vocational skills and can help students into skilled employment, higher study or apprenticeships. Each T Level includes an in-depth industry placement that lasts at least 45 days. Students get valuable experience in the workplace; employers get early sight of the new talent in their industry.
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.
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Duty 1 Provide technical support to customers through a range of communication channels |
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Duty 2 Manage their time, prioritising their digital support workflow to meet critical milestones |
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Duty 3 Apply relevant policies and legislation appropriate to their role, and follow appropriate escalation procedures |
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Duty 4 Undertake basic data analysis utilising appropriate digital technologies |
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Duty 5 Maintain security of data by applying the appropriate policies and complying with legislation |
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Duty 6 Support continuous improvement activity within the organisation |
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Duty 7 Resolve digital issues using the appropriate tools and technologies |
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Duty 8 Collaborate with stakeholders to manage expectations, escalating as appropriate |
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Duty 9 Take responsibility for own continuous professional development (CPD) by keeping up to date with technological developments |
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Duty 10 Document actions to ensure a clear audit trail and progression of issues |
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Duty 15 Determine the root cause of technical issues to identify the potential solutions |
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Duty 16 Take appropriate action when technical problems are identified |
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Duty 17 Configure a range of digital devices or systems to meet user needs |
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Duty 18 Communicate technical concepts or solutions using appropriate language for the audience |
K22: the components of databases and their use
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K23: approaches to stakeholder system configurations and how this impacts on providing technical support
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K24: the importance and security implications of updating and maintaining stakeholders systems.
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K25: approaches to minimising and communicating the impact of required technical procedures.
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K26: approaches to the training and support of stakeholders to make the best use of the organisation’s digital systems.
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S16: support customers in the use of information, products and services through digital channels.
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S17: diagnoses technical problems by identifying and applying tools and techniques to undertake fault finding, recording and rectification.
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S18: maintain end-user systems physically or remotely. For example: software, hardware or operating systems
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S19: provide and direct end-users to tools and resources to help them to resolve their digital problems.
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B1: work independently and take responsibility to maintain productive and professional working environment with secure working practices.
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B2: use own initiative when implementing digital technologies and finding solutions to stakeholder’s problems.
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B3: professional approach to dealing with stakeholder’s problems.
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B4: self-motivated for example: takes responsibility to complete the job.
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Awarding organisation: NCFE
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