e-Competence: Title + generic description
C.1 User Support
Responds to user requests and issues; records relevant information. Resolves or escalates incidents and optimises system performance. Monitors solution outcome and resultant customer satisfaction.
e-Competence proficiency levels (on e-CF levels e-1 to e-5, related to EQF levels 3 to 8
Routinely interacts with users, applies ICT-product, basic knowledge and skill to respond to user requests. Solves simple incidents, following prescribed procedures.
Systematically interprets user problems identifying the solutions and possible side effects. Uses experience to identifying user problems and interrogates database for potential solutions. Escalates complex or unresolved incidents to senior experts. Records and tracks user support procedures from outset to conclusion.
Manages the support process and is accountable for ensuring that agreed service levels are met. Plans resource allocation to ensure that the support is available with respect to the defined service level. Acts creatively, and seeks opportunities for continuous service improvement by analysing root causes. Manages the budget of the support function.
|Knowledge examples||Knows/ Aware of/ Familiar with:
- K1 relevant ICT user applications
- K2 database structures and content organisation
- K3 corporate escalation procedures
- K4 software distribution methods and procedures for fix application and file transmission methodologies applicable to software fixes
- K5 sources of information for potential solutions
|Skills examples||Able to:
- S1 effectively interrogate users to establish symptoms
- S2 analyse symptoms to identify broad area of user error or technical failure
- S3 deploy support tools to systematically trace source of error or technical failure
- S4 clearly communicate with end users and provide instructions on how to progress issues
- S5 record and code issues to support growth and integrity of online support tools
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