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
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