Digital Support Technician qualifications and training courses

Last Updated: 06 Jul 2023

Product code 9700

This EPA is for the previous version of the Digital Support Technician standard (ST0120 v1.0). For centres with apprentices intending to take EPA for the revised version of this standard (ST0120 v1.1), please go to the 9703 webpage.

The Level 3 Digital Support Technician Apprenticeship is designed for apprentices looking for a career in technical support roles.

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 maximise productivity through effective use of digital technological. Those who focus on digital service support external customers in the access to and effective use of digital systems.

Roles associated with Digital Applications Technicians are Data Administrator, Database Administrator, Digital Coach, Digital Transformation Associate, ICT Support Analyst and Digital Champion.

Roles associated with Digital Service Technicians are Digital Service Advisor, Digital Service Agent, Service Centre Operator, Operations Technical Specialist and Digital Support Professional.

For more information about the Digital Support Technician Apprenticeships, view our handy factsheets in the ‘documents’ tab under the ‘Additional documents’ tab.

Summary of our offer:

1. Our resources for our Digital Support Technician Apprenticeships will give you the guidance you need to support apprentices through their on-programme learning, build their confidence and competence to ensure a quality learning experience in preparation for End Point Assessment (EPA).

2. We are on the register of end-point assessment organisations for Digital Support Technician Apprenticeships. Our high-quality, rigorous EPA can be delivered at a convenient time for your apprentice. As part of our EPA service we provide a suite of guidance documents and preparation tools to get your apprentices ready for EPA.

On-programme

City & Guilds has designed innovative and flexible delivery content that will equip apprentices with the competence and confidence to perform their best in assessment. Including;

• Apprenticeship training manual: Our apprenticeship training manual (ATM) guides tutors and apprentices through a range of practical tasks mapped to the standard, allowing apprentices to track progress and record evidence of their learning as they go. Tasks are mapped to maths & English requirements, developing knowledge and skills in a real working environment. This will be available from 1st November 2020.

For all standards:

• Induction learning content: Extensive content including handouts and e-learning modules meets the mandatory requirements for any apprenticeship programme of learning:
• Health and safety
• Safeguarding and Prevent
• Equality and diversity
• British values

• Maths & English: Our Functional Skills qualifications cover the core maths and English requirements for this standard. Our support package, e-Functional Skills is an online teaching and learning platform that guides learners from an initial diagnostic assessment, through to meeting the requirements for this standard.

End-point assessment

City & Guilds will open for registrations for EPA for on 30th April 2020

As one of the biggest EPAOs in England, we pride ourselves on our first rate customer service. Our EPA team is on hand to support you every step of the way, guiding you through gateway and ensuring your apprentice has all the tools they need to prepare for the assessment. Our assessment and grading is standardised and all our assessors have industry experience and receive on-going training, so you can trust that we will deliver a fair and robust assessment.

Assessment requirements for this standard are:
• Knowledge Tests (core and option)
• Case Study Presentation and Interview

For further guidance, please refer to our end-point assessment pack. This provides more detail behind the knowledge, skills and behaviours in the standard and the range of content within the standard. The EPA pack includes detailed guidance on grading criteria and suggestions for evidence the apprentice will need to produce for knowledge, skills and behaviours. You’ll find this under the ‘documents’ tab in the ‘End-point assessment EPA’ section.

EPA preparation and gateway guidance for this standard:
Upon registration for EPA, you will have access to a range of support material for the Digital Support Technician Apprenticeships to help prepare for end-point assessment. This is available on Smartscreen.

• EPA preparation tool: Our platform guides apprentices through online content to help them feel ready for their EPA experience. User-friendly technology takes the apprentice through a series of questions, to suggest material personalised to their apprenticeship standard and their confidence levels. The content is curated from across the web and covers areas like revision and exam skills, multiple choice test strategies, professional discussion and interview skills. You can watch our short video to learn more.
• EPA exemplar materials: available for tutors, providing real assessment examples for each assessment type, such as transcripts and model answers. This will help you to prepare apprentices and ensure they feel ready for assessment.
• Sample knowledge test: A sample of the EPA assessment papers to use with apprentices for formative or mock papers. The pack includes the papers, the mark schemes and a mark sheets.
• Recording forms: supporting you to complete key stages of EPA readiness, we have prepared forms to give you peace of mind and confidence that everything is covered.
• LIEPA reports: Our lead independent end assessors (LIEPAs) produce an annual report with insight into the EPA results and findings across all centres. These reports can help you refine your apprenticeship delivery to improve success rates.

These packs include a gateway declaration form that is needed for the EPA booking process, as well as all other necessary forms and recording documents.

Apprenticeship certification
As well as receiving their Institute for Apprenticeships and Technical Education (IfATE) apprenticeship certificate, the apprentice will receive a City & Guilds statement of achievement for end-point assessment.

How to register

If you’re an existing City & Guilds centre or interested in becoming a centre, make sure you’ve read our EPA manual and guidance. This will explain the process and all our terms and conditions. Our short ‘how-to’ guides and videos are a great start to help you get to grips with what to expect and how to stay on track when booking EPA and preparing apprentices for assessment. You’ll find these resources in our EPA document library.

To use our quality-assured on-programme materials or end-point assessment service there are three ways to either find out more or to order what you need:

1. If you’re an existing City & Guilds customer, go to Walled Garden and select the materials you need or register your apprentice for end-point assessment. (You may need to submit a request to deliver if you don’t yet have approval for that standard.)

2. Get in touch with directsales@cityandguilds.com. Our team can explain our different products and services and start getting you set up as a customer or give existing customers support on the new apprenticeship arrangements.

3. Speak to your City & Guilds Business Manager about how to access our products or how to register your apprentices with us.

Here you can find all documents related to this suite of apprenticeship.

By clicking on the section headings below, you can access a variety of documents such as the qualification handbooks and assessment materials, Statements of Purpose, and recognition letters from industry and employers.

Some documents may be password protected. Passwords can be retrieved by logging in to WalledGarden.com and visiting the Administration section of the relevant qualification catalogue page.