End user computing engineer

You can:

• identify and register incidents, gathering the required information and allocating it to the appropriate channel

You can:

• collate data from data repositories and provide basic reporting
• explain what a Key Performance Indicator (KPI) is and why it is important

You can:

• show an awareness of problem resolution processes
• pass problems on to your team

You can:

• investigate problems in systems, processes and services, with an understanding of the level of a problem, for example, strategic, tactical or operational
• contribute to the implementation of remedies and preventative measures

You can:

• show an awareness or understanding of user experience analysis and its principles
• explain the purpose of user stories and the focus on user needs

You can:

• maintain secure configuration and accurate information
• control IT assets in one or more areas
• verify the location and state of IT assets

You can:

• implement change requests
• apply change control procedures under supervision

You can:

• show an awareness of developing process efficiency and common ways in which processes are optimised
• support specific activities to improve development processes
• spot or identify obvious deficiencies

You can:

• identify and register incidents, gathering the required information and allocating it to the appropriate channel

You can:

• collate data from data repositories and provide basic reporting
• explain what a Key Performance Indicator (KPI) is and why it is important

You can:

• own an issue until a new owner has been found or the problem has been mitigated or resolved

You can:

• investigate problems in systems, processes and services, with an understanding of the level of a problem, for example, strategic, tactical or operational
• contribute to the implementation of remedies and preventative measures

You can:

• take inputs and establish coherent frameworks that work

You can:

• show you have a Level 3 service management framework qualification

You can:

• assist in technical support activities and carry out agreed or routine maintenance and administration tasks

You can:

• show an awareness of the relevant subject matter and a high level understanding of what it involves

You can:

• correctly execute test scripts under supervision
• understand the role of testing and how it works

You can:

• identify and engage with users or stakeholders to collate user needs evidence
• understand and define research that fits user needs
• use quantitative and qualitative data about users to turn user focus into outcomes

You can:

• maintain secure configuration and accurate information
• control IT assets in one or more areas
• verify the location and state of IT assets

You can:

• analyse and assess the impact of change
• document change requests
• action changes from change requests

You can:

• identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions

You can:

• diagnose and prioritise incidents, investigate their causes and find resolutions

You can:

• produce relevant reports in an appropriate format and agreed timeframe
• work with stakeholders to discuss any changes in the reporting processes
• interpret a data set and communicate this to others

You can:

• own an issue until a new owner has been found or the problem has been mitigated or resolved

You can:

• initiate and monitor actions to investigate patterns and trends to resolve problems
• effectively consult specialists where required
• determine the appropriate resolution and assist with its implementation
• determine preventative measures

You can:

• take inputs and establish coherent frameworks that work

You can:

• show you have a Level 3 service management framework qualification

You can:

• use management system software and tools
• use logical schemata to investigate problems, collect performance statistics and create reports
• carry out the routine configuration, installation and reconfiguration of database and related products
• optimise performance and forecast resource needs

You can:

• understand the core technical concepts related to the role, and apply them with guidance

You can:

• review requirements and specifications, and define test conditions
• identify issues and risks associated with work
• analyse and report test activities and results

You can:

• identify and engage with users or stakeholders to collate user needs evidence
• understand and define research that fits user needs
• use quantitative and qualitative data about users to turn user focus into outcomes

You can:

• maintain secure configuration and accurate information
• control IT assets in one or more areas
• verify the location and state of IT assets

You can:

• manage high impact, complex change requests
• ensure that release policies, procedures and processes are applied

You can:

• identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions

You can:

• lead the investigation and resolution of incidents

You can:

• produce relevant reports in an appropriate format and agreed timeframe
• work with stakeholders to discuss any changes in the reporting processes
• interpret a data set and communicate this to others

You can:

• take accountability for issues that occur and be proactive in searching for potential problems
• achieve excellent user outcomes

You can:

• initiate and monitor actions to investigate patterns and trends to resolve problems
• effectively consult specialists where required
• determine the appropriate resolution and assist with its implementation
• determine preventative measures

You can:

• show you have a Level 3 service management framework qualification
• demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library)

You can:

• draft and maintain procedures and documentation
• set standards for the definition, security and integrity of objects, and ensure conformity to these standards

You can:

• understand the core technical concepts related to the role, and apply them with guidance

You can:

• manage the planning of system and acceptance tests, co-ordinating both functional and non-functional specifications
• provide authoritative advice and guidance on test planning
• identify process improvements and contribute to the definition of best practice

You can:

• collaborate with user researchers and can represent users internally
• explain the difference between user needs and the desires of the user
• champion user research to focus on all users
• prioritise and define approaches to understand the user story, guiding others in doing so
• offer recommendations on the best tools and methods to use

You can:

• manage configuration items and related information
• manage service compliance and risk

You can:

• manage high impact, complex change requests
• ensure that release policies, procedures and processes are applied

You can:

• analyse current processes, and identify and implement opportunities to optimise them
• lead and develop a team of experts to deliver service improvements
• help to evaluate and establish requirements for the implementation of changes by setting policy and standards

You can:

• lead the investigation and resolution of incidents

You can:

• use data analytics skills to make decisions that enhance business performance

You can:

• take accountability for issues that occur and be proactive in searching for potential problems
• achieve excellent user outcomes

You can:

• ensure that the right actions are taken to investigate, resolve and anticipate problems
• co-ordinate the team to investigate problems, implement solutions and take preventive measures

You can:

• see the bigger picture by taking groups of services and investigating how to get the best of underlying services

You can:

• understand the direction of future technologies
• deliver a model to support and maintain those future technologies and any databases that coexist in the current environment

You can:

• understand the core technical concepts related to the role, and apply them with guidance

You can:

• manage testing activities within development or integration activities
• manage risks and take preventative action when risks become unacceptable
• manage customer relations

You can:

• give direction on which tools or methods to use
• demonstrate experience in meeting the needs of users across a variety of channels
• bring insight and expertise in how user needs have changed over time to ensure they're met by the business
• apply strategic thinking to provide the best service for the end user

Incident management

Ownership and initiative

Problem management

User focus

Asset and configuration management

Change management

Continual service improvement

Service focus

Service management framework knowledge

Technical specialism

Technical understanding

Testing

Incident management

Ownership and initiative

Problem management

User focus

Asset and configuration management

Change management

Continual service improvement

Service focus

Service management framework knowledge

Technical specialism

Technical understanding

Testing

Incident management

Ownership and initiative

Problem management

User focus

Asset and configuration management

Change management

Continual service improvement

Service focus

Service management framework knowledge

Technical understanding

Incident management

Ownership and initiative

Problem management

User focus

Asset and configuration management

Change management

Continual service improvement

Service focus

Service management framework knowledge

Technical understanding

Incident management

Ownership and initiative

Problem management

User focus

Asset and configuration management

Change management

Continual service improvement

Service focus

Service management framework knowledge

Technical understanding