Example job roles: Systems Administration, Research Computing Analysis, Senior Level IT Support, Senior Services Desk Analyst, ITIL Analysis
Level: IndependentÌý
Experiences
Activities and responsibilities likely to be required when working at this level
- Troubleshooting, triage and initial handling of service requests/incidents
- Managing service requests/incidents through to completion/ resolution
- Service state monitoring
- Carrying out predefined agreed tasks including standard changes
- Software installation
- Hardware installation
- Systems administration
- Working in data centres
- Creating and updating service documentation
- Promoting good services and standards
- Working to industry standards e.g. ITIL
- Working with third party providers
- Ability to apply skills and knowledge in broad range of specialisms
- Service management exceptions coordinating and holding/chairing meetings
Personal and professional development
Development options to consider when working towards this level
Learning on the job
- Gain experience in dealing with non-standard requests/issues
- Independent searching for solutions
- Gain experience in a broader range of specialties
- Demonstrate an interest in learning new tasks outside of current remit
- Experience in scripting
Learning from othersÌýÌý
- Assignments or secondment opportunities
- Work shadowing with other teams
- Knowledge sharing across teams
- Joining a Community of Practice (CoP)
Formal learning
- ITIL training
- Customer service training
- Formal learning on any of the relevant technologies relevant to the role
Transferable skills and competencies
¹û¶³Ó°Ôº uses the Universal Competency Framework (UCF) to discuss transferable skills. Find out moreÌýdetails on the framework.
Analysing
- Analysing and evaluating information
- Testing assumptions and investigating
- Producing solutions
- Making judgements
- Demonstrating systems thinking
Following instructions and procedures
- Following directions
- Following procedures
- Time keeping and attending
- Demonstrating commitment
- Showing awareness of safety issues
- Complying with legal obligations
Achieving personal work goals and objectives
- Achieving objectives
- Working energetically and enthusiastically
- Pursuing self-development
- Demonstrating ambition
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
“Career Pathway roles are indicative and are not intended to be a description of the role in terms of responsibilty and duties.