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
Links to Learning Outcomes |
Links to Assessment criteria |
|
|---|---|---|