Digital Support Technician Apprentice

Working within various IT teams, the apprentice will support colleagues across BSI to maximise the value of digital workplace technologies, AI-powered productivity tools and modern ways of working.

Working within various IT teams, the apprentice will support colleagues across BSI to maximise the value of digital workplace technologies, AI-powered productivity tools and modern ways of working.

The role combines digital support, user enablement, AI adoption and continuous improvement activities. The apprentice will gain practical experience supporting Microsoft 365, Microsoft Copilot, collaboration platforms, knowledge management solutions and workplace productivity tools whilst completing the AI Support & Productivity Technician Level 3 apprenticeship.

The apprentice will work closely with IT specialists, operational teams, business stakeholders and end users to improve employee experience, increase digital adoption and support BSI's digital transformation objectives.

Key Responsibilities & Accountabilities

Digital Technology Support

• Provide first-line support and guidance for Digital technologies including Microsoft 365, Teams, SharePoint and associated productivity tools.
•  Assist colleagues in resolving issues relating to workplace technology and digital collaboration.
• Support the configuration, testing and implementation of digital workplace solutions.
• Contribute to the maintenance of digital knowledge articles, guidance materials and support documentation

.AI & Productivity Enablement

• Support the rollout and adoption of Microsoft Copilot and other approved AI-powered productivity tools.
• Help colleagues identify opportunities to use AI safely and effectively within their day-to-day work.
• Assist in developing user guides, learning content and awareness campaigns.
• Support demonstrations, workshops and training sessions focused on productivity and AI enablement.

Stakeholder & User Experience Support

• Gather feedback from users regarding digital workplace tools and services.
• Assist with surveys, adoption reporting and continuous improvement activities.
• Help identify common issues, trends and opportunities to improve employee experience.
• Work with stakeholders across business functions to understand workplace technology requirements.

AI-Enhanced Support & Troubleshooting

• Use structured troubleshooting techniques to diagnose and resolve user issues.
• Utilise approved AI-assisted tools to improve support effectiveness and productivity.
• Escalate issues where appropriate whilst maintaining ownership and communication with users.
• Support service improvement initiatives aimed at reducing recurring incidents and requests.

Cyber Security & Data Protection

• Promote secure working practices and responsible use of AI technologies.
• Ensure adherence to Group IT, Information Security and Data Protection policies.
• Assist with awareness activities relating to cyber security, data handling and digital compliance.
• Support the maintenance of accurate records, documentation and operational procedures.

Continuous Improvement & Transformation

• Contribute ideas to improve digital processes, colleague productivity and ways of working.
• Assist with automation, reporting and workflow improvement initiatives.
• Support digital workplace projects and transformation programmes as required.
• Complete apprenticeship assignments and workplace projects to a high standard.

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Analytical skills
• Logical
• Team working
• Creative
• Initiative
• Strong interest in technology
• Strong interest in AI
• Tech Savvy
• Can do attitude
• Motivated
• Good Microsoft Office skills
• Willingness to learn

• English GCSE, grade 4/C + (Essential)
• Maths GCSE, grade 4/C + (Essential)