Digital Support Technician qualifications and training courses

Last Updated: 12 Nov 2026

Product code 9706

Digital technologies are at the heart of modern organisations, driving productivity, collaboration and customer engagement. The Digital Support Technician Apprenticeship helps organisations maximise the effective use of digital tools, systems and services by developing professionals who can support users, improve digital adoption and enhance operational efficiency.

Digital Support Technicians play a vital role in helping colleagues, customers and clients use digital technologies effectively. They provide technical support, troubleshoot issues, champion digital best practice and help organisations adapt to changing technologies. Aligned to the ST0120 occupational standard, this apprenticeship develops the knowledge, skills and behaviours required to support digital operations and improve user experiences across a wide range of sectors.

Key facts

Level 3

ST0120

9706-11 Level 3 Digital Support Technician

Typical duration: 15 months

Grades: Pass, Merit, Distinction

Options:

Digital Applications Technician (DAT)
Digital Service Technician (DST)

Assessment methods

Project with report, presentation and questioning
Professional discussion underpinned by a portfolio of evidence

General information

This apprenticeship is suitable for individuals who support the effective use of digital technologies within their organisation or who help customers access products and services through digital channels. It is particularly relevant for professionals working in:

Digital support and administration
Customer service and digital services
IT operations and user support
Business support and digital transformation functions
Public, private and third sector organisations using digital technologies to improve efficiency and service delivery.

The apprenticeship offers two pathways. The Digital Applications Technician (DAT) option focuses on supporting internal users, promoting the effective use of productivity tools and digital systems, and helping organisations implement digital change. The Digital Service Technician (DST) option focuses on supporting external customers through digital channels, helping them access services, resolve issues and improve their experience of digital systems.

Designed around the ST0120 occupational standard, the apprenticeship develops the capabilities required to:

Support the effective use of digital systems, applications and technologies
Diagnose and resolve user issues and technical problems
Promote digital adoption and best practice
Support digital transformation and service improvement activities
Use digital communication and collaboration tools effectively
Manage and maintain digital information and records
Deliver excellent support to internal and external users
Work professionally, securely and ethically in digital environments.

Throughout the apprenticeship, learners build practical workplace experience while developing their ability to analyse issues, communicate effectively with users and contribute to the successful delivery of digital services and organisational objectives.

Assessment

Assessment

How will apprentices demonstrate occupational competence?

City & Guilds' assessment approach is designed to enable apprentices to demonstrate occupational competence through real workplace activities and evidence. Apprentices will complete a project that showcases their ability to apply their knowledge and skills to a practical business challenge, supported by a report, presentation and questioning. They will also participate in a professional discussion underpinned by a portfolio of evidence collected throughout the apprenticeship.

Together, these assessment methods provide opportunities for apprentices to demonstrate technical capability, problem-solving skills, communication, customer focus and their ability to support users effectively within a digital environment. Assessment is focused on real occupational practice, enabling learners to evidence how they apply their knowledge and skills to deliver positive outcomes for organisations and users alike.

Apprentices will achieve one of the following grades: