P1.1 The range of responsibilities, job roles and skills required of professionals in digital

infrastructure:

• responsibilities:

o installing, testing and maintaining infrastructure components and systems

o maintaining the efficiency and effectiveness of an organisation’s infrastructure

o communicating digital infrastructure updates and scheduled system changes to end users

o proactive management of digital services using structured techniques and digital tools to ensure

optimum availability

o recovery and restoration of digital services

o performance optimisation of hardware, software and network system

o applying security measures to digital devices and networks

o incident/problem detection, support and escalation (for example escalation to 3rd line technical

support)

o working to relevant legislation, standards and industry best practice

o system design and documentation to organisational standards

• job roles:

o service desk roles (for example technician/operative)

o 1st line to 4th line (for example analyst/engineer)

o network engineer

o server engineer

o infrastructure technician

• skills:

o analytical thinking and problem solving

o using digital monitoring and diagnostic tools:

▪ logging and service management systems

▪ manage social media (for example wikis, messages)

o communicating effectively with technical and non-technical staff

o project management and planning:

▪ prioritisation of tasks and workload

o collaboration and working as part of a team

o continuous learning, improving and upskilling

P1.2 The range of responsibilities, job roles and skills required of professionals in network cabling:

• responsibilities:

o installing, termination, testing and certification of copper and fibre network cable infrastructure

o maintenance of copper and fibre-optic cabling

o identify, locate and repair faults in copper and fibre-optic network cabling

o installation of equipment cabinets, fixtures/fittings and rack-mounting equipment

o applying physical security measures to network cabling and infrastructure

o carry out a risk assessment (for example health and safety risk assessment)

o working to relevant legislation, standards and industry best practice

o production of clear documentation showing cable route maps, testing and acceptance

o updating asset registers when physical equipment is deployed

o updating maintenance logs when equipment is repaired or updated

o use of service management tools and systems to maintain efficiency and effectiveness through

good practice, processes and procedures

• job roles:

o structured cabling installer/engineer (for example telephony, fibre, data)

o network surveyor

o network analyst

o network installation engineer

• skills:

o manual handling

o working at height

o ability to interpret and follow instructions and plans

o adaptable approach to work

o project management and planning

o prioritisation of tasks and workload

o ability to work alone or as part of a team

o customer service skills

o continuous learning, improving and upskilling

P1.3 The range of responsibilities, job roles and skills required of professionals in digital support:

• responsibilities:

o providing digital support required by businesses of all sizes and in all sectors

o identifying the difference between digital application requirements and digital service

requirements of users:

▪ digital application requirements:

• supply of software

• troubleshooting application issues

• storage quota

▪ digital service requirements:

• information and data access

• loaning of equipment

• helpdesk support

• multi-platform support

o supporting business needs with appropriate digital services (for example hardware and software)

o providing digital service by supporting end users to access and operate systems

o providing 1st line desk side and remote technical support for computer hardware or software for

internal and external customers

o communicating digital support updates and scheduled system changes to end users

o training end users on new digital applications and systems

o maintaining an up-to-date asset register and configuration management database

o incident response, resolution and problem management

o escalation of issues to technical and external support

o working to relevant legislation, standards and industry best practice

o updating and maintaining a knowledge base with known fixes and procedure documentation

o use of service management tools and systems to maintain efficiency and effectiveness through

good practice processes and procedures

• job roles:

o 1st line support analyst

o helpdesk analyst

o service desk analyst

o support desk analyst

o IT support technician

o desktop support technician

o digital applications support specialist

• skills:

o analytical thinking and problem solving

o using logging systems, digital monitoring and diagnostic tools

o prioritisation of tasks and workload

o communicating effectively with technical and non-technical users

o active listening

o collaboration and working as part of a team

o customer service skills

o continuous learning, improving and upskilling

P1.4 Integrated digital communications responsibilities required in digital support services:

• installing, testing and maintaining integrated digital communications systems and networks (for

example telephony, video, instant messaging, email)

• managing availability of integrated digital communications systems

• network configuration, monitoring and optimisation of network performance for communications

systems

• applying security measures to integrated digital communications systems and networks

• system design and documentation of organisational standards

P1.5 The types of organisations where digital support services roles exist:

• public:

o education (for example schools, colleges)

o government (for example local authority, embassies)

o healthcare (for example NHS hospitals, surgeries)

o emergency services

• private:

o telecommunications (for example BT Openreach, Sky, Virgin Media)

o IT network installers (for example BT Openreach)

o IT technical specific (for example Microsoft, IBM)

• voluntary:

o charities (for example British Heart Foundation, Cancer Research, RSPCA)

o trusts (for example National Trust, Woodland Trust)

o foundations (for example BBC, Children in Need)

P1.6 The routes into digital support services:

• further education (for example vocational specific)

• apprenticeships/work-based learning

• higher education (for example degree)

• professional/vendor qualifications and employer/industry recognised courses (for example CompTIA,

Cisco, BCS)

• professional recognition (for example progressing within an organisation)