๐ง Professional in digital support
Responsibilities:โ
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Providing digital support required by businesses of all sizes and in all sectors
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Identifying the difference between digital application requirements and digital service requirements of users:
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Digital application requirements:
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Supply of software
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Troubleshooting application issues
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Storage quota
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Digital service requirements:
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Information and data access
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Loaning of equipment
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Helpdesk support
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Multi-platform support
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Supporting business needs with appropriate digital services (for example hardware and software)
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Providing digital service by supporting end users to access and operate systems
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Providing 1st line desk side and remote technical support for computer hardware or software for internal and external customers
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Communicating digital support updates and scheduled system changes to end users
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Training end users on new digital applications and systems
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Maintaining an up-to-date asset register and configuration management database
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Incident response, resolution and problem management
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Escalation of issues to technical and external support
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Working to relevant legislation, standards and industry best practice
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Updating and maintaining a knowledge base with known fixes and procedure documentation
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Use of service management tools and systems to maintain efficiency and effectiveness through good practice processes and procedures
Job roles:โ
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1st line support analyst
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Helpdesk analyst
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Service desk analyst
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Support desk analyst
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IT support technician
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Desktop support technician
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Digital applications support specialist
Skills:โ
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Analytical thinking and problem solving
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Using logging systems, digital monitoring and diagnostic tools
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Prioritisation of tasks and workload
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Communicating effectively with technical and non-technical users
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Active listening
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Collaboration and working as part of a team
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Customer service skills
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Continuous learning, improving and upskilling