¹û¶³Ó°Ôº

Experiences

Activities and responsibilities likely to be required when working at this level

• Providing face to face, telephone and remote first line IT support
• Troubleshooting, triage and initial handling of service requests/incidents
• Maintain records including physical audit
• Documenting known problems
• Updating knowledge Based articles and How to's

Personal and professional development

Development options to consider when working towards this level

Learning on the job

• Familiarise self with ¹û¶³Ó°Ôº guidelines
• Develop basic IT skills
• Use Service management tools such as Remedy Force

Learning from othersÌýÌý

• Join a Community of Practice (CoP)
• Shadowing a skilled lead

Formal learning

• Internal ¹û¶³Ó°Ôº training in Manage Desktop Federated Support Model
• Service management tool training
• LinkedIn Learning

Transferable skills and competencies

¹û¶³Ó°Ôº uses the Universal Competency Framework (UCF) to discuss transferable skills. Find out moreÌýdetails on the framework.

Following instructions and procedures

• Following directions
• Following procedures
• Time keeping and attending
• Demonstrating commitment
• Showing awareness of safety issues
• Complying with legal obligations

Working with people

• Understanding others
• Adapting to the team
• Building team spirit
• Recognising and rewarding contributions
• Listening
• Consulting others
• Communicating proactively
• Showing tolerance and consideration
• Showing empathy
• Supporting others
• Caring for others
• Developing and communicating self-knowledge and insight

Adhering to principles and values

• Upholding ethics and values
• Acting with integrity
• Utilising diversity
• Showing social and environmental responsibility

¹û¶³Ó°Ôº Ways of Working

These describe expected behaviours in line with ¹û¶³Ó°Ôº culture and values.Ìý For Ways of Working indicators and steps to development please refer to theÌýWays of Working website.Ìý