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Level 3 · NCFE
Enrolling now NCFE Approved Qualification number 610/4005/8/DAT

NCFE Level 3 Technical Occupational Entry in Digital Support - Diploma (Digital Application Technician)

Build the practical skills, knowledge and behaviours to launch a confident career supporting digital systems and users.

Duration: 360 guided learning hours; self-paced online study, typically one to two years

Level
Level 3
Qualification number
610/4005/8/DAT
Awarding organisation
NCFE
Regulated status
On the RQF, regulated by Ofqual
Guided learning hours
360 hours
Delivery
100% online
Study pattern
360 guided learning hours; self-paced online study, typically one to two years
NCFE This qualification is awarded by NCFE and regulated by Ofqual
NCFE Account No. 11001657

Course overview

This NCFE Level 3 Diploma is designed to give learners the knowledge, skills and behaviours relevant to developing competence in digital support. It provides reliable evidence of attainment against the occupational standard, preparing learners for entry into roles such as Digital Application Technician within the wider digital sector.

Learners complete a set of mandatory units alongside a chosen pathway unit, covering areas such as productivity and software applications, digital information systems, troubleshooting tools and techniques, communication, business operations and professional development. The qualification is internally assessed through a portfolio of evidence and externally quality assured by NCFE.

It suits adult learners looking to enter or progress within digital support roles. On completion, learners gain a recognised Level 3 qualification and the practical competence employers look for when recruiting into entry-level digital occupations.

What you will study

The units below, their unit reference numbers and their guided learning hours are taken directly from the NCFE qualification specification.

Unit Title Unit reference Hours
01 Data systems
3 learning outcomes
  1. Understand digital automation technologies
    • 1.1 The purpose and use of digital office automation technologies to improve operational efficiency (for example, integration of technology, reduce costs, improve collaboration)
    • 1.2 The steps within the data lifecycle and their use within digital office automation
  2. Understand secure data handling and apply common security controls The learner will: The learner will: The learner will:
    • 2.1 The principles of secure data handling (for example, inventory of data, safeguarding of data)
    • 2.2 The importance of processes and procedures to support secure data handling and sharing (for example, encryption)
    • 2.3 The use of encryption to support secure data transmission
    • 2.4 The potential consequences of non- compliance with legislation and regulations on secure data handling: > The Data Protection Act 2018 > organisational regulations > industry-specific regulations
    • 2.5 The use of access controls to secure data (for example, role-based access control (RBAC))
    • 2.6 Common security controls used to mitigate risk and data loss: > technical security controls (for example, firewalls, antivirus protection) > administrative security controls (access controls organisational policies) > end point security controls (for example, applied to mobile devices) > data loss prevention (DLP) strategy and methodologies
    • 2.7 The application of information security principles to mitigate data loss: > CIA triad: >> confidentiality >> integrity >> availability > IAAA: >> identification >> authentication >> authorisation >> accountability
    • 2.8 Apply common security controls to maintain system security
  3. Understand digital transformation and the use of templates to support service desk performance
    • 3.1 The purpose of digital transformation in improving service desk performance
    • 3.2 The use of templates (for example, email, automated SMS) and how they contribute to best working practice within an organisation
 A/651/1102 45
02 Data backup and storage
2 learning outcomes
  1. Understand digital architecture The learner will:
    • 1.1 The concept of digital architecture: > agility > responsiveness > adaptability
    • 1.2 The differences between physical and cloud data storage
    • 1.3 The function of operating systems (OS) and how they provide an interface for network, computer and mobile devices
    • 1.4 The role of servers to support application and data infrastructure: > on premises > cloud/virtual
  2. Understand data backups
    • 2.1 The importance of backing up data securely and the benefits to an organisation
    • 2.2 The considerations to make when backing up data: > types of data (for example, spreadsheets, databases, emails) > size > location > encryption
    • 2.3 The differences between a range of backup approaches (for example, full, incremental, selective)
    • 2.4 The use of tools and technologies to schedule and manage backups
    • 2.5 How to restore data from a backup
 D/651/1103 36
03 Data fundamentals
1 learning outcome
  1. Understand the concepts and fundamentals of data and apply information security principles The learner will: The learner will:
    • 1.1 The application of the CIA triad principles when transferring, deleting, storing, using and communicating data (for example, when using a mobile device)
    • 1.2 Apply CIA triad principles when transferring, deleting, storing, using and communicating data to meet requirements
    • 1.3 The differences between a range of data types: > structured > unstructured > semi-structured
    • 1.4 How organisations use various types of data
    • 1.5 The differences between data stores: > database > data warehouse > data lake
    • 1.6 The considerations when searching, storing, integrating and organising data: > location (for example, on premises or cloud- based) > access privileges > data ownership > status (for example, live or archived data) > size
    • 1.7 The characteristics of organising data (for example, type of data, file structure)
    • 1.8 The importance of data formats in data analysis: > number > currency > date > time > percentage > scientific
    • 1.9 The approaches to data entry and maintenance
 F/651/1104 36
04 Digital information systems
4 learning outcomes
  1. Understand information systems
    • 1.1 The function and features of information systems: > hardware > software > processing > data storage
    • 1.2 The types and role of information systems used within an organisation
  2. Understand the diagnosis of stakeholder’s digital problems The learner will:
    • 2.1 The role and function of a service desk
    • 2.2 The process for managing service desk requests
    • 2.3 How service desk requests are classified, triaged and escalated
    • 2.4 The use of troubleshooting tools and techniques to diagnose stakeholder’s digital problems (for example, log files, command line)
    • 2.5 In line with procedures and legislation, use own initiative to apply appropriate troubleshooting tools and techniques to identify and analyse data accurately to provide recommendations
    • 2.6 Work independently to follow legislation and procedures to securely access, use and share data whilst maintaining a productive and professional working environment
  3. Understand service desk system The learner will: The learner will:
    • 3.1 The function and characteristics of a service desk system: > difference between on premises and remote support > channels used to provide support (for example, control of device, telephone, online chat) > internal support or third-party support to multiple businesses
    • 3.2 The components of a service desk: > concept of self-help facility (for example, FAQs) > end user logging a service request > distribution of requests to appropriate contacts within support team > dashboard to monitor service level agreements (SLAs) > escalation of issues or problems that cannot be resolved by service desk
    • 3.3 The purpose of accessing and maintaining accurate stakeholder information (for example, internal staff, external customers, suppliers)
    • 3.4 Common service desk requests (for example, software bugs, password management, mobile device management)
    • 3.5 Follow the process for managing service desk requests and use a digital channel to provide support and an appropriate and effective response
  4. Understand and operate digital information systems The learner will:
    • 4.1 The application of digital information systems to support functions within an organisation: > management > finance > human resources > bespoke organisational systems and databases
    • 4.2 The purpose and value of monitoring and reporting productivity and performance
    • 4.3 Operate digital information systems to identify productivity and performance improvements, maintaining a professional approach
 H/651/1105 54
05 Business operation
3 learning outcomes
  1. Understand service level agreements and metrics within a service desk
    • 1.1 The purpose and use of a service level agreement (SLA)
    • 1.2 The role of metrics in service desk delivery (for example, rate of completion, quality of service)
    • 1.3 The importance of monitoring and reporting against SLAs to contribute to an organisational performance and customer service
  2. Understand organisational digital presence and brand The learner will:
    • 2.1 The significance of an organisation’s digital presence (for example, business critical systems and operations)
    • 2.2 How an organisation’s brand is maintained and safeguarded using contingency planning (for example, business continuity)
    • 2.3 How systems are used to maintain an organisation’s digital presence: > online products and services > internal infrastructure and support systems
    • 2.4 How service support decisions may impact an organisation’s digital presence
  3. Understand current and emerging technologies within service desks The learner will:
    • 3.1 The use of current and emerging digital technologies and how these may impact a service desk: > data technologies (for example, trend analysis) > artificial intelligence (AI) and machine learning (for example, development of self- help for users) > robotic process automation (RPA) (for example, resolution of user problems) > augmented reality (AR) (for example, training the user)
 J/651/1106 45
06 Communication
2 learning outcomes
  1. Understand and use communication channels and deliver service desk support The learner will:
    • 1.1 The application of communication channels to support service delivery (for example, digital, telephone, face to face)
    • 1.2 The importance of communicating with end users when responding to a service desk request (for example, maintaining self- motivation)
    • 1.3 Take responsibility to deliver service desk support using a range of communication channels and apply appropriate terminology throughout the service desk request process
  2. Understand and use digital technologies and collaborative tools to work with others
    • 2.1 The application of digital technologies and collaborative tools to work effectively as part of a service desk team and to support end users
    • 2.2 How digital automation technologies can be used to collaborate with others
    • 2.3 How to adapt to different stakeholders and situations
    • 2.4 Apply collaborative tools and industry-standard digital technologies to work effectively in order to share information and best practice: > as part of a team > with stakeholders
 K/651/1107 36
07 Professional development and working practices
6 learning outcomes
  1. Understand trusted sources to support service desk requests
    • 1.1 The importance of using trusted sources to support service desk requests: > currency > relevance > authority > accuracy > purpose
  2. Understand continuous improvement The learner will:
    • 2.1 The steps involved in performing continuous improvement (for example, Information Technology Infrastructure Library (ITIL) service lifecycle): > benchmarking current capabilities > identifying and assessing opportunities for improvement (for example, trend analysis, costs benefit analysis)
    • 2.2 The use of current and emerging technologies to contribute to continuous improvement (for example, knowledge bases, artificial intelligence (AI))
  3. Understand current and emerging technologies
    • 3.1 The impact of current and emerging digital technologies and possible impacts on service desk support: > climate change > sustainability > moving to net carbon zero
  4. Understand and apply approaches to risk assessing the impact of own actions on the service desk environment The learner will:
    • 4.1 The approaches used to risk assess the impact of own actions on stakeholders within the service desk environment (for example, surveys, key performance indicators (KPIs))
    • 4.2 Apply approaches to risk assess the impact of service support decisions on stakeholders
  5. Understand learning techniques and use sources of knowledge The learner will:
    • 5.1 How learning techniques (for example, evaluation and reflection) contribute to continuing professional development (CPD) of digital support occupations
    • 5.2 A range of sources of knowledge and verified information applicable to digital support occupations (for example, professional networks, academic publications)
    • 5.3 How to review own development needs to keep up to date with new technologies appropriate to digital support occupations
    • 5.4 Use a range of digital sources to extend own knowledge and skills appropriate to the digital support sector
  6. Understand effective time management and prioritisation
    • 6.1 How to effectively manage time and priorities (for example, prioritising and ranking tasks based on service level agreements (SLA))
 L/651/1108 45
08 Digital application technician
5 learning outcomes
  1. Understand productivity software applications The learner will:
    • 1.1 The role of productivity software applications (for example, Office applications) and how they are used to create, update, edit, manage, and present data
    • 1.2 A range of sources of help within software applications (for example, user guides, tool tips, help functions)
    • 1.3 A range of external help to support the use of software applications (for example, online blogs, tutorial videos, books)
  2. Understand how digital information systems provide software application support and use troubleshooting tools and techniques to investigate and resolve software application problems The learner will:
    • 2.1 How digital information systems (for example, a service desk) are used to provide and maintain software application support
    • 2.2 Use appropriate troubleshooting tools and techniques to investigate and resolve software application problems to maintain productivity and improve quality of service
    • 2.3 The role of application administration when installing, configuring and maintaining software: > software licensing (for example, concurrent and non- concurrent licenses) > user permissions > security considerations (for example, using approved software)
  3. Understand business approaches to incorporating new software applications and digital transformation The learner will:
    • 3.1 How policies contribute to the productive use of software applications
    • 3.2 The impact on business operations when implementing new software applications (for example, incompatibility with existing systems, training requirements)
    • 3.3 The different requirements for administering specialist software applications within an organisation
    • 3.4 The process of change management to support digital transformation activities
    • 3.5 The approaches to stakeholder training in software applications: > training sessions (for example, group based, one-to-one, online) > proving advice and guidance on application performance > signposting to sources of relevant learning
    • 3.6 The importance of communication during digital transformation (for example, business optimising processes) and change management in relation to software applications
  4. Understand training and support and apply coaching techniques
    • 4.1 The purpose of coaching and how coaching can help end users efficiently use digital applications
    • 4.2 Situations where coaching may be required (for example, staff training, first line support requests)
    • 4.3 Coach and guide stakeholders to develop software application skills
  5. Understand monitoring software and recommend improvements The learner will:
    • 5.1 The application of monitoring software application usage (for example, log files)
    • 5.2 Monitor the use of software applications and make recommendations for improvement
 M/651/1109/DAT 63
Total guided learning hours 360

Entry requirements

  • Typically aged 19 and above.
  • No specific prior skills or knowledge are required.
  • A Level 2 qualification is helpful but not essential.
  • Sound literacy and numeracy support success, though no formal English or maths entry requirements are specified.
Take it with you

The course guide

Everything on this page as one document you can keep, print, or send to whoever is deciding with you.

  • All 8 units, with the hours behind each one
  • How you are assessed, and who checks the marking
  • How paying works, and what is due when
  • Entry requirements and where the qualification leads
Download the guide (PDF)

Generated from this qualification's record, so the units and hours in it are the ones on this page. The fee is here on the page rather than in the guide, so a saved copy cannot quote you an old one.

How you are assessed

Your work is assessed by our qualified assessors, internally quality assured, and externally quality assured by NCFE. Assessment is against the criteria published in the qualification specification, and your assessor tells you what is needed before you start each unit.

For what happens after you submit: who marks it, who checks the marking, how long feedback takes and what to do if you disagree with a decision, see how assessment works.

If you need an adjustment to how you are assessed, for a disability or any other reason, ask us before you begin. We arrange adjustments under our Reasonable Adjustments policy, and you can request one online.

How we assess and quality assure is set out in DAIS-POL-016 Assessment and Internal Quality Assurance.

How you study, and what you need

You study online through our virtual learning environment, which is where the teaching material, your assessment submissions, your feedback and your progress all live. You work at your own pace, with tutor support throughout. Everyone completes a short online induction before starting an assessed unit.

What you need to take part
Device Laptop or desktop computer
Operating system Windows 10 or macOS 10.15 or later
Browser Google Chrome or Mozilla Firefox, latest version
Internet speed 10 Mbps download and 5 Mbps upload
Webcam Required for live sessions and identity verification
Microphone Required for live sessions

These are the minimum requirements published in DAIS-POL-024 Online Learning and Digital Delivery.

Support, and how quickly we reply

These are the response times we commit to in policy, not an aspiration.

What How Response
General questions Message your tutor in the VLE Within 2 working days
Assessment feedback Returned in the VLE or e-portfolio Within 10 working days of submission
Technical problems Technical support email Within 1 working day
Urgent welfare concerns Email to the Designated Safeguarding Lead Within 1 working day

Published in DAIS-POL-024 and DAIS-POL-009 Learner Support.

Registration and your certificate

We register you with NCFE before you begin any assessed unit, and we collect your Unique Learner Number as part of that. When your assessment decisions are finalised and quality assured, we claim your certificate through the NCFE portal and you are notified digitally. The certificate comes from NCFE, not from us.

Set out in DAIS-POL-008 Learner Registration and Certification.

Progression

Learners who achieve this qualification could progress to the following:

  • employment:
    • digital application technician
    • digital service technician
    • applications and online service executive
    • data administrator
    • database administrator
    • digital applications specialist
    • digital coach
    • digital service agent
    • digital support professional
    • digital systems operator
    • digital transformation associate
    • ICT support analyst
    • IT operations technician
  • higher education

Progression to higher-level studies

Level 3 qualifications can support progression to higher-level study, which requires knowledge and skills

different from those gained at levels 1 and 2. Level 3 qualifications enable learners to:

  • apply factual, procedural and theoretical subject knowledge
  • use relevant knowledge and methods to address complex, non-routine problems
  • interpret and evaluate relevant information and ideas
  • understand the nature of the area of study or work
  • demonstrate an awareness of different perspectives and approaches
  • identify, select and use appropriate cognitive and practical skills
  • use appropriate research to inform actions
  • review and evaluate the effectiveness of their own methods

Common questions

Who awards NCFE Level 3 Technical Occupational Entry in Digital Support - Diploma (Digital Application Technician), and how do I get my certificate?

NCFE Level 3 Technical Occupational Entry in Digital Support - Diploma (Digital Application Technician) is awarded by NCFE, an Ofqual-approved awarding organisation, and sits on the Regulated Qualifications Framework (RQF). The qualification number is 610/4005/8/DAT. The Data and AI School of London is an NCFE approved centre (Account No. 11001657). We register you with NCFE before you start any assessed unit and collect your Unique Learner Number. Once your work is assessed and quality assured we claim your certificate through the NCFE portal, and it is issued by NCFE rather than by us.

How long does NCFE Level 3 Technical Occupational Entry in Digital Support - Diploma (Digital Application Technician) take?

This qualification carries 360 guided learning hours. It is studied online at your own pace, so how long it takes in calendar time depends on how much you can commit each week.

What do I need before I can start?

Typically aged 19 and above. We assess every applicant individually and will tell you if a different level would suit you better.

Can I study this entirely online?

Yes. Teaching, materials and assessment are all delivered through our Moodle-based virtual learning environment, so you can study from anywhere in the UK. You need a laptop or desktop computer, a current version of Chrome or Firefox, and a broadband connection of at least 10 Mbps down and 5 Mbps up. Tutor support is available throughout, and we answer questions within 2 working days and return assessment feedback within 10 working days of submission.

Can I enrol now, and when do I pay?

The fee is £995. Enrolment is open, so you can apply online today. Nothing is paid at application: payment is taken only after you accept an offer.

Not sure this is the right qualification?

Ask before you apply. We will say honestly if a different level would suit you better.

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