Reference Quantity: ST0120

Particulars of normal

Occupational Profile

This occupation is present in organisations, massive and small, in all sectors, and inside public, personal and voluntary organisations.  Organisations of every kind are rising making use of digital applied sciences throughout all their enterprise capabilities to maximise productiveness.  The demand for individuals who can help and implement these digital operations and digital transformation initiatives is rising. Equally, organisations of every kind are more and more supporting their service customers although on-line and digital channels, as they develop omni-channel approaches to assembly buyer wants, deflect conventional phone and face-to-face contacts and to scale back prices.

The broad function of a Digital Help Technician is to maximise the efficient use of digital workplace applied sciences, productiveness software program, digital communications, together with collaborative applied sciences, and digital info programs to attain targets. They may choose one of many following two choices:

  • A Digital Functions Technician helps their organisation and its inside customers to maximise the usage of digital applied sciences and adapt to and exploit modifications in expertise to satisfy organisation targets and maximise productiveness guarantee efficient use of digital workplace applied sciences, productiveness software program, digital communications, together with collaborative applied sciences, and digital info programs to attain targets
  • A Digital Service Technician helps the exterior prospects and purchasers of their organisation although all kinds of digital channels, to assist them entry and obtain providers, to educate and help them of their use of the digital programs; to help them to finish and submit info remotely and to diagnose and resolve their issues in relation to their entry to and use of the digital applied sciences

Of their day by day work, Digital Help Technicians work together with all kinds of inside or exterior customers of digital programs, by means of digital channels, by cellphone and/or nose to nose.

Digital Help Technicians have the next ranges of duty

  • Autonomy: working underneath normal route, utilizing discretion in figuring out and responding to advanced points and assignments, often receiving clear directions and having work reviewed at frequent milestones, and figuring out when points must be escalated to the next stage.
  • Affect: interacting with and influencing others, having working stage contact with colleagues or prospects, and should supervise others or make selections which affect the work assigned to others or to different phases of initiatives.
  • Enterprise: contributing totally to the work of groups, planning, scheduling and monitoring their very own work inside restricted deadlines and in keeping with related laws, requirements and procedures.

All Digital Help Technicians have the next core duties

  • Apply related digital applied sciences successfully to attain targets
  • Monitor and function advanced digital info and intelligence programs
  • Reply to consumer enquiries
  • Preserve knowledge, digital assets and knowledge programs
  • Talk successfully although digital channels
  • Study by means of digital assets
  • Work as a member of a crew
  • Preserve an consciousness of present, rising and fringe digital applied sciences

Digital Functions Technicians additionally

  • Devise technology-based productiveness options, and implement these within the organisation
  • Work as digital champions – coaching and supporting colleagues to make the perfect use of technology-based productiveness instruments
  • Diagnose digital issues and supply inside end-user utility help
  • Help with digital operations and digital change initiatives
  • Help digital transformation initiatives.

Digital Service Technicians additionally

  • Assist prospects and purchasers register for and entry info, services and products by means of on-line and digital channels as a part of a gross sales or customer support course of
  • Help and coach exterior customers of their use of those digital applied sciences
  • Diagnose and resolve exterior customers’ digital issues with accessing and utilizing the digital applied sciences and advising on associated {hardware} and software program issues
  • Utilise software program packages and instruments equivalent to collaborative applied sciences, to interface successfully with exterior end-users
  • Use a wide range of digital channels to maximise efficient exterior consumer help and to resolve exterior end-user issues
  • Use and keep info programs equivalent to Buyer Relationship Administration instruments to handle service supply, enhance consumer expertise and improve organisational productiveness

Typical Job Roles:

For Digital Functions Technicians:  Digital Coach, Digital Transformation Affiliate; ICT Help Analyst, Digital Champion, Database Administrator, Information Administrator, IT Operations Technician, Digital Functions Specialist and Digital Methods Operator.

For Digital Service Technicians: Service Centre Operator, Digital Service Advisor, Digital Service Help, Digital Service Agent; Functions and On-line Service Govt, Technical Help Skilled, Digital Help Skilled, and Operations Technical Specialist

Entry Necessities

Particular person employers will set the choice standards together with related {qualifications} and expertise. The apprentice is prone to be required to show a flair for practical maths and competence in written and spoken English.

Technical Abilities

Core

  • Digital applied sciences: makes use of a variety of digital workplace applied sciences, together with collaborative instruments, appropriately for inside and exterior communications, together with, for instance, workplace suites, conferencing services and mass electronic mail instruments; survey instruments; social media instruments for enterprise; SMS; dwell chat and video chat; internet conferencing to help the supply of providers and to share info with prospects and colleagues
  • Information administration: makes use of knowledge programs successfully, appropriately and securely to satisfy enterprise necessities and consistent with organisational procedures and laws
  • Digital safety: applies info safety ideas to info switch, deletion, storage, utilization and communications – utilizing cell gadgets the place acceptable
  • Digital providers help: responds appropriately and successfully to inside or exterior enquiries; offering help and knowledge utilizing utilising digital channels the place acceptable and responding in keeping with organisation protocols
  • Digital Data Administration Methods: operates a variety of digital info programs and instruments to keep up info and to help service supply, whether or not Shopper Administration Methods (CMS), Buyer Relationship Administration programs (CRM), finance or human programs or different bespoke digital programs or databases. This contains looking out, storing, integrating and organisating knowledge; knowledge entry and maintainance; knowledge modelling; relationship modelling and knowledge evaluation to establish developments and insights
  • Communication: communicates successfully in writing, verbally and nose to nose appropriately by means of totally different digital channels, together with e-mail, phone and collaborative applied sciences, together with digital specialists and others, utilizing technical terminology and non-technical terminology as acceptable, whether or not for inside or exterior communication
  • Digital studying: research utilizing digital assets to increase data and expertise in the usage of new digital programs or options and different expertise
  • Organisational insurance policies and requirements: operates consistent with organisational polices, requirements, laws, skilled ethics, privateness and confidentiality and is aware of the place to supply these and when and tips on how to escalate any points
  • Considering expertise: thinks logically and creatively to resolve digital issues
  • Enterprise and decision-making expertise: demonstrates an understanding of the organisational affect of selections that they take
  • Steady enchancment: successfully makes use of advanced administration info programs to drive productiveness and efficiency of self and division, while proactively searching for methods to develop digital programs and processes to drive effectivity
  • Teamwork: competently makes use of digital applied sciences to function successfully as a part of a crew, and with different stakeholders, enabling sharing of data and greatest observe
  • Work surroundings: maintains a productive, skilled and safe working surroundings

Possibility 1 – Digital Functions Technician

  • Digital Applied sciences: applies subtle digital applied sciences successfully to attain targets
  • Data Methods: displays and operates advanced info programs
  • Digital Implementation: helps digital operations and/or digital change and transformation by championing and demonstrating greatest practices
  • Digital downside fixing: identifies and resolves digital issues independently for self and colleagues to keep up productiveness and enhance high quality of service
  • Digital expertise help: coaches and guides much less skilled colleagues to develop their digital expertise and to make use of digital programs successfully
  • Productiveness software program: makes use of a variety of digital purposes acceptable to the function to create, replace, edit, handle, analyse and current knowledge and knowledge
  • Working with colleagues: works with inside colleagues throughout the organisation – whether or not digital specialists or in any other case

Possibility 2 – Digital Service Technician

  • Customer support: helps prospects and purchasers register for and entry info, services and products by means of on-line digital channels and represents the organisations model by means of digital channels
  • Digital downside fixing: diagnoses and resolves prospects and consumer’s issues with accessing and utilizing digital applied sciences and applies the organisation’s diagnostic processes for fault discovering escalating and reporting issues with the digital applied sciences, utilizing content material administration programs as acceptable
  • Preserve end-user programs bodily or remotely. For instance: software program, {hardware} or working system
  • Multi-tasking: applies wonderful multi-tasking functionality to have the ability to seize info at a conversational tempo while navigating quite a few programs
  • Customer support: takes duty for customer support and makes use of diagnostic instruments and digital programs to handle exterior end-user dissatisfaction by means of to decision
  • Enterprise expertise: demonstrates first level decision while balancing buyer and enterprise must safe the suitable resolution
  • Working with prospects: works with a really wide selection of shoppers and exterior customers – from all kinds of backgrounds, with all kinds of wants and with all kinds of digital competence, together with coping with tough and difficult conditions

Technical Data and Understanding

Core

Understands

  • the commonest digital workplace applied sciences, together with collaborative instruments, which can be utilized by organisations for inside and exterior communications and greatest working practices
  • fashionable digital infrastructure, incuding pc programs fundamentals together with bodily, digital and cloud; bodily programs together with {hardware} peripherals; working software program and software program gadgets; servers; the web of issues; networking fundamentals; virtualisation applied sciences and cloud
  • the significance of and the applied sciences for backing up knowledge securely
  • tips on how to apply the processes and procedures for the safe dealing with of knowledge
  • the ideas and fundamentals of knowledge, together with looking out, storing, integrating and organising knowledge; how organisations use varied kinds of knowledge; the important thing options and capabilities of data programs; knowledge codecs and their significance for evaluation; knowledge entry and upkeep; visualisation and presentation of knowledge; knowledge modelling; relationship modelling and knowledge evaluation to establish developments and insights
  • the organisational significance of data safety and its administration together with following insurance policies and procedures and key legislative necessities
  • the foremost kinds of threats and danger that apply to any organisation with a working understanding of those who apply to their function and the related greatest observe for their very own safe working
  • operational features of danger together with sustaining regular state/enterprise as normal safety principals for people and programs together with private knowledge, entry, identification administration, encryption and passwords
  • the person and firm dangers, tasks and necessities in relation to laws, skilled ethics, privateness and confidentiality and the implications for his or her function
  • the ideas behind an organisation’s digital presence and supply and the strategies required to keep up this and tips on how to characterize and safeguard the model and popularity in relation to the digital supply
  • how greatest to speak utilizing the totally different digital communication channels and tips on how to adapt appropriately to totally different audiences
  • the constraints and extent of the web to have the ability to connect with, analysis, find and entry info securely
  • tips on how to plan and organise personal studying actions to keep up and develop digital expertise
  • the significance of efficient time administration and the necessity to prioritise successfully
  • the necessity for steady enchancment with the appliance and use of digital applied sciences and the way this advantages the organisation
  • consciousness of present, rising and fringe digital applied sciences and the implications for work

 

Possibility 1 – Digital Functions Technician

Understands

  • the commonest productiveness software program purposes used to create, replace, edit, handle, analyse and current knowledge and knowledge and greatest working practices
  • the primary options and advantages of digital info programs and the way these are used to keep up info and to help service supply and greatest working practices
  • the essential working practices for productive use and upkeep of enterprise {hardware}, software program and networks
  • agile methodologies and work practices, Steady Innovation with Steady Improvement (CIDC)
  • how organisations incorporate digital applied sciences into key enterprise capabilities, equivalent to finance, gross sales and advertising, operations and HR and the implications for his or her function
  • tips on how to help with digital operations and digital change initiatives
  • tips on how to prepare and help inside colleagues to make the perfect use of the organisation’s technology-based productiveness instruments.
  • the options and key variations between totally different knowledge storage programs together with the Cloud and databases

 

Possibility 2 – Digital Service Technician

Understands

  • tips on how to use databases, CRM packages, content material administration programs, workplace programs, internet applied sciences; e mail and mass e mail instruments, SMS, dwell chat, video chat and messaging platforms; survey instruments; social media instruments for enterprise; and different collaborative instruments, together with internet conferencing
  • the significance of and the important thing ideas and options of processes for diagnosing customers’ digital issues
  • end-user programs; working programs; utility varieties and deployment strategies; help processes equivalent to password administration, entry management and connection to distant assets; model administration, together with patching; cell system administration together with segregation of present and enterprise use; and software program licenses and authorised software program
  • the processes and ideas of content material administration programs to establish and resolve makes use of’ digital issues
  • how greatest to speak to totally different customers although digital channels and tips on how to adapt acceptable to totally different audiences
  • what is supposed by a CRM system, tips on how to use it for accessing and sustaining the purchasers’ digital info and the contribution of CRM to an organisations efficiency and customer support
  • gross sales and customer support help processes, and their function inside it together with in relation to digital affect and attainable injury to model popularity
  • how the organisation’s authorized and moral place suits with organisational wants and buyer expectations
  • the important thing options and significance of escalation and reporting procedures when coping with customers’ digital issues
  • tips on how to coach and help all kinds of exterior customers to assist them make the perfect use of digital applied sciences to entry info, providers or merchandise and conduct transactions

 

Core Behaviours

  • Works independently and takes duty maintains productive {and professional} working surroundings with safe working practices
  • Makes use of personal initiative when implementing digital applied sciences and when discovering options
  • Resilient and optimistic psychological perspective when coping with tough conditions
  • Maintains thorough and organised strategy to work when working with digital applied sciences and prioritising as acceptable

Skilled Recognition:

These finishing the Digital Help Technician apprenticeship will likely be recognised for entry onto the BCS, the Chartered Institute for IT, Register of IT Technicians confirming SFIA stage 3 skilled competence. These finishing the apprenticeship can apply for registration.

English and Maths:

Stage 2 English and Maths will have to be achieved, if not already, previous to taking the tip level evaluation. For these with an schooling, well being and care plan or a legacy assertion the apprenticeship’s English and maths minimal requirement is Entry Stage 3 and British Signal Language qualification is a substitute for English {qualifications} for whom that is their major language

Period:

The period of this apprenticeship is usually 15 months

Stage:

This can be a stage 3 apprenticeship

Evaluate Date:

This commonplace will likely be reviewed in three years


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