Role Overview
Are you looking to start a new career in digital technology?
We are looking for a motivated, reliable and enthusiastic Trainee Digital Support Technician to join our team. This is an entry-level role designed for someone who is keen to build a career in digital support, IT systems, software support, data and digital operations.
You do not need to have extensive previous experience. Full training will be provided as part of your induction, with ongoing continuing professional development once you are in the role. We are more interested in finding someone with the right attitude, strong digital confidence, good communication skills and a genuine willingness to learn.
In this role, you will support colleagues, learners, clients and internal teams with day-to-day digital systems, software, online platforms, helpdesk queries and basic technical troubleshooting. You will learn how to manage support requests, assist users, follow support processes, keep accurate records and contribute to digital improvement projects.
This is a great opportunity for someone who wants to take their first step into a digital career and gain practical workplace experience in a supportive environment.
Key Responsibilities
Digital Helpdesk and User Support
- Act as a first point of contact for basic digital support queries from staff, learners, clients or users.
- Log, update and track support requests using internal systems.
- Help users with common digital issues, including account access, passwords, software, online platforms and digital tools.
- Follow agreed processes to investigate issues and provide support where possible.
- Escalate more complex issues to the appropriate colleague, technical lead or external provider.
- Keep users updated on the progress of their query in a clear and professional way.
- Record actions taken and resolutions provided accurately.
Digital Systems and Software Support
- Support users with everyday digital applications, online learning systems, productivity tools and business software.
- Assist with setting up user accounts, permissions and basic access requirements.
- Help with simple software set-up, configuration and testing under guidance.
- Support the creation and updating of simple user guides, FAQs and support notes.
- Identify common issues and share ideas for improving user support.
Data and Digital Administration
- Support basic data entry, data checking and data cleansing tasks.
- Maintain accurate records within digital systems.
- Assist with simple spreadsheets, reports and data summaries where required.
- Handle information responsibly and follow data protection requirements.
- Report any concerns relating to data accuracy, security or system access.
Digital Security and Safe Working
- Follow organisational policies relating to IT, data protection, cyber security and acceptable use.
- Support users with safe digital working practices, including passwords and secure access.
- Report suspected phishing emails, unusual activity or security concerns.
- Maintain confidentiality when handling personal, client, learner or business information.
- Complete relevant training linked to cyber security, data protection and safe use of systems.
Networks, Cloud and Technical Support
- Provide basic support for connectivity, cloud services and access issues.
- Help users access approved digital systems and online tools.
- Assist with simple device, browser, software and login troubleshooting.
- Work with colleagues or external IT providers to resolve issues that require additional technical knowledge.
- Build your understanding of networks, cloud systems, software and digital support processes through training and practical experience.
Digital Improvement Projects
- Support small digital improvement activities that help improve systems, processes or user experience.
- Assist with testing new digital tools, software updates or workflow changes.
- Gather feedback from users to help identify digital support needs.
- Contribute ideas for making digital processes clearer, simpler and more efficient.
- Support staff and users as they adopt new systems or digital ways of working.
Person Specification
Essential
- A genuine interest in starting or developing a career in digital support, IT or digital operations.
- Good digital confidence and willingness to learn new systems.
- Limited workplace experience will be considered.
- A positive attitude and willingness to take part in training and development.
- Good communication skills, with the ability to explain things clearly and patiently.
- A helpful, professional and customer-focused approach.
- Strong attention to detail when recording information and following processes.
- Good organisational skills and the ability to manage tasks effectively.
- Ability to follow instructions, policies, procedures and escalation routes.
- Willingness to ask questions, seek support and build technical knowledge over time.
Desirable
- Experience using common digital tools such as Microsoft 365, Google Workspace, email, spreadsheets or online platforms.
- Previous customer service, administration, education, training, retail, hospitality or support experience.
- Basic understanding of digital systems, software, websites, online platforms or cloud tools.
- Interest in areas such as IT support, digital systems, data, cyber security, software, digital learning or technology operations.
- Experience helping others use technology, either in work, education or personal settings.
Training and Development
Full training will be provided as part of the induction process. This will include familiarisation with internal systems, support processes, helpdesk procedures, escalation routes, data protection requirements, cyber security procedures and the digital tools used across the organisation.
Ongoing CPD will also be provided once in the role to help you build your confidence, technical knowledge and professional skills. This may include internal training, shadowing experienced colleagues, guided practice, system-specific training and further development opportunities linked to digital support, IT, systems, data, cyber security or digital operations.
You will not be expected to know everything from day one. The role is designed to support your development and help you build a strong foundation for a long-term career in digital.
Qualifications
Essential
- No specific qualification is required.
- Applicants should be able to demonstrate digital confidence, a willingness to learn and an interest in building a career in digital support.
Desirable
- Any previous training or certificates in IT, digital skills, customer service, administration, data, cyber security or software would be helpful but are not essential.
Key Competencies
- Willingness to learn: Open to training, feedback and developing new skills.
- Problem solving: Able to approach issues calmly and logically, with support where needed.
- Communication: Able to communicate clearly and professionally with users of different technical abilities.
- Customer service: Provides helpful, patient and supportive assistance.
- Accuracy: Keeps clear records and follows processes carefully.
- Digital confidence: Comfortable using digital tools and willing to learn new systems.
- Teamwork: Works well with colleagues, technical teams and external providers.
- Adaptability: Able to respond positively to changing systems, priorities and support needs.
- Security awareness: Understands the importance of protecting information, systems and user access.
Working Pattern
This is a full-time role based in Royal Arsenal, London. Some flexibility may be required depending on business needs, user support requirements, training sessions or project deadlines.
What We Offer
- Salary of £24,000 per annum.
- Entry-level opportunity to start a career in digital support.
- Full induction training to help you settle into the role.
- Ongoing CPD and development once in post.
- Practical workplace experience in digital systems, software, data and technology operations.
- Supportive working environment with opportunities to learn from experienced colleagues.
- Exposure to digital tools, online platforms, helpdesk support, cyber security and digital improvement projects.
- A role that provides a strong foundation for progression into digital support, IT support, systems administration, data support, digital operations or technical project roles.
Suitable For
This role is suitable for someone who is looking to begin a new career path in digital. It may suit a school leaver, college leaver, career changer, returner to work, or someone with limited experience who wants to move into a practical digital support role.
You may have previous experience in customer service, administration, education, training, retail, hospitality, operations or another people-focused role. What matters most is that you are confident using digital tools, enjoy helping people, communicate well and are keen to learn.
Pay: £25,000.00-£29,000.00 per year
Benefits:
- Company events
- Company pension
- Employee mentoring programme
- Free parking
- On-site parking
- Sick pay
- Transport links
- Work from home
Work Location: Hybrid remote in London SE18 6SW
