Week 8

5.5.3 Understand roles, responsibilities and required skills when providing digital support:

• responsibilities:
  • provide digital hardware support
  • provide software support
  • installation of software
  • manage user accounts including storage quota and file permissions 
  • communicate support updates and system changes to end user
  • train end users
  • maintain asset registers
  • use incident response software
  • escalate issues when needed
  • work to relevant legislation
  • update standard operating procedures
  • ensure system availability and performance 
• roles:
  • first line support
  • helpdesk/service desk
  • support technician (desktop support, applications support, hardware support)
• skills:
  • problem solving
  • analytical thinking
  • use logging systems, monitoring and diagnostic tools
  • communicate effectively
  • prioritise tasks
  • active listening
  • customer service skills
  • team working
  • importance of upskilling.

Last Updated
2026-06-02 10:18:45