week 3

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:

â–ª digital application requirements:

• supply of software

• troubleshooting application issues

• storage quota

â–ª 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

Last Updated
2024-07-11 10:08:47