¹û¶³Ó°Ôº

Experiences

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

• Providing face to face, telephone and remote first and second line IT support
• Troubleshooting, triage and handling and completion/resolution of more inctricate service requests/incidents
• Increased emphasis on desk side support
• Maintain records including physical audit
• Documenting known problems
• Developing and maintaining knowledge base articles

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

Learning from othersÌýÌý

• Join a Community of Practice (CoP)

Formal learning

• Internal ¹û¶³Ó°Ôº training in Managed Desktop Federated Support Model
• Service management tooling 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.

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.

Achieving personal work goals and objectives

• Achieving objectives.
• Working energetically and enthusiastically.
• Pursuing self-development.
• Demonstrating ambition.

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