This programme ensures learners gain the key skills required to provide effective user support in a service desk environment, equipping them with core problem solving and diagnostic skills to effectively troubleshoot user issues.    

Learners are not expected to have any prior knowledge in this area.  The programme provides: 

  •  An in-depth understanding of the key processes and best practices to support user service requests 
  • A functional understanding of the key technologies commonly supported by a service desk 
  • A fundamental appreciation of the key concepts and processes of IT asset management and how these processes relate to the service desk function 
  • An understanding of the approaches employed to provide users with self-service documentation, FAQS and self-help portals and the service desk’s role in maintaining these assets 


Level Of Study

SCQF Level 6


Modern Apprenticeship in Digital Technology for IT Support at SCQF Level 6 

Apprenticeship Certificate

Awarded by SQA

Entry Requirements

No set requirements

English Language Requirements


Mode Of Study

Blended and work-based learning


12 months

Assessment Methods

Assessment methods may include a personal reflective statement, workplace observation, witness testimony or professional discussion

Start Date



Online and work-based


About this course

What's learned?

  • PC and Networking Hardware and Peripherals
  • Networking Concepts and Administration
  • Operating System Administration
  • Systems Security
  • Fundamental Cloud Principles and Infrastructure
  • Help Desk Policies, Procedures and Best Practices

Programme structure

  • Typical programme duration 12 months, including access to our online learning platform.
  • Apprentices follow QA’s unique methodology, Digital by Design (DxD) - the revolutionary blended learning solution which sets us apart from other providers.




You will be equipped to work in roles such as: 

  • Helpdesk Support Analyst 
  • First Line Support Analyst 
  • IT Support Analyst 
  • Office Support Technician 


Core Units 

  • Problem Solving 
  • Understanding Customer Requirements 
  • Technical Writing 

Technical and Professional Skills Units 

  • IT Service Requests and Technical Skills Part 1 
  • IT Support and Technical Skills Part 2 
  • IT Asset Management 

Learners should be given 2-3 working hours per week to dedicate solely to their apprenticeship programme, where they will complete digital learning activities. Over the course of the programme, they will also be required to attend virtual classroom training for a total of 12 days which is typically held in 2-3 day training blocks. 


Learner support

You'll have a whole team behind you to help you get the most out of your apprenticeship, including:

  • Your line manager
  • A skills coach
  • A safeguarding specialist
  • A learning support specialist

Entry requirements

There are no set entry requirements for learners. The only thing to bear in mind is that your job role must fit your chosen apprenticeship qualification, allowing you to complete the relevant modules. QA will undertake a role-matching exercise to help you.


Digital by Design

What is Digital by Design?

Digital by Design (DxD) is our unique approach to learning design, with a blended delivery model combining tech, content and support to create a superior learner experience.

This blend of cutting-edge technology, engaging content, compelling design, dedicated, easy to access learner support brings ‘training’ up to date for the digital age.

Its purpose is to create the best possible experience for learners, helping them to deliver meaningful impact to your business, faster. This translates into greater career success, and helps to futureproof organisations for digital transformation.

Find out more about Digital by Design


Cloud Academy

Courses delivered on DxD also offer access to our world leading learning platform, Cloud Academy.

With over 10,000 hours of training, cutting-edge labs and sandboxed environments, Cloud Academy allows Degree Apprentices to learn by doing, building their confidence and competencies, without the risks of working in a live system.


Enquire now

Partnering with you to power potential

We can work together to help recruit tech and digital apprentices or help reskill your existing workforce and provide your business with the in-demand tech skills you need.

Get in touch with us. Our team will respond within 48 hours.