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Apprenticeship standard

Digital Support Technician

  • 3 modules
  • 56 sections
  • 50 KSBs
  • 56 learning hours
  • A KSB quiz at the end of every module
  • Certificates for every module quiz and the standard
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What's inside

3 modules, 56 sections.

Each module is split into sections, and each section counts as one learning hour. Every module ends with a quiz on its KSBs.

    1. K5 – Data fundamentals (DST)
    2. K5 – Working with data (DST)
    3. K5 – Information systems (DST)
    4. K2 – Digital architecture (DST)
    5. K4 – Data protection and the law (DST)
    6. S2 – Entering and Maintaining Accurate Data (DST)
    7. S2, B5 – Handling data accurately, securely and lawfully (DST)
    8. K8, K3 – Information security fundamentals (DST)
    9. S3 – Applying information security principles (DST)
    10. S11, B1 – Maintaining system security (DST)
    11. K1 – What digital office automation technologies are (DST)
    12. K1 – Using office automation tools (DST)
    13. S1, S10 – Working with digital and collaborative tools as a team (DST)
    14. K13 – Time-management and prioritisation tools (DST)
    15. K13, B4 – Applying time management and prioritisation (DST)
    16. K10 – Choosing and adapting your communication channel (DST)
    17. S6 – Communicating effectively (DST)
    18. K10, S6 – Accessibility and digital inclusion (DST)
    19. K11 – Searching the internet and judging sources (DST)
    20. K6 – Stakeholders in a Digital Support Role (DST)
    21. K6, B2 – Diagnosing a stakeholder’s digital problem (DST)
    22. S4 – Responding and supporting through digital channels (DST)
    23. S4, K6, B1 – Escalation and handover (DST)
    24. B3, B2 – Dealing with stakeholders professionally (DST)
    25. B3, S4, S16 – Dealing with difficult and distressed contacts (DST)
    26. K7 – Helpdesk systems (DST)
    27. K7, K13 – Working tickets to SLA (DST)
    28. S5 – Operating digital information systems (DST)
    29. K16 – Understanding impact and risk assessment (DST)
    30. K16, S8 – Assessing the impact of your decisions (DST)
    31. K9 – Digital presence and brand (DST)
    32. K12 – Personal development (DST)
    33. K12, S7 – Planning and pursuing your development (DST)
    34. K14 – Continuous improvement (DST)
    35. S9 – Identifying and implementing improvements (DST)
    36. K15 – Emerging technologies (DST)
    37. B5, K15 – Sustainability (DST)

    1. K17 – Productivity software (DAT)
    2. K18 – Digital information systems for application support (DAT)
    3. S13 – Investigating and resolving application problems (DAT)
    4. K19 – Administering applications and productive working practices (DAT)
    5. K17, K21 – Training and supporting users on applications (DAT)
    6. S14 – Helping users build their applications skills (DAT)
    7. K20 – How organisations adopt digital applications (DAT)
    8. S12 – Supporting digital operations and change (DAT)
    9. S15 – Monitoring systems use to recommend improvements (DAT)

    1. K22 – Databases and their components (DST)
    2. S17 – Diagnosing and rectifying technical problems (DST)
    3. K23 – System configurations (DST)
    4. K24 – Updating and maintaining systems (DST)
    5. S18 – Maintaining end-user systems (DST)
    6. K25 – Minimising and communicating the impact of technical procedures (DST)
    7. K26 – Supporting users to use digital systems (DST)
    8. S19 – Directing users to self-help tools and resources (DST)
    9. S16 – Supporting customers through digital channels (DST)
    10. S16 – Spotting customer trends and recommending improvements (DST)

KSBs

50 KSBs, all covered

Knowledge (26)

  • K1
  • K2
  • K3
  • K4
  • K5
  • K6
  • K7
  • K8
  • K9
  • K10
  • K11
  • K12
  • K13
  • K14
  • K15
  • K16
  • K17
  • K18
  • K19
  • K20
  • K21
  • K22
  • K23
  • K24
  • K25
  • K26

Skills (19)

  • S1
  • S2
  • S3
  • S4
  • S5
  • S6
  • S7
  • S8
  • S9
  • S10
  • S11
  • S12
  • S13
  • S14
  • S15
  • S16
  • S17
  • S18
  • S19

Behaviours (5)

  • B1
  • B2
  • B3
  • B4
  • B5

A KSB counts as covered once all its sections are done and its module quiz is passed.

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