The European e-Competence Framework
The e-Competence Framework, is a tool to describe the skills of professionals in ICT-related roles.The e-CF is a reference for job and role descriptions, skill development, training and education.The framework has been developed by a large number of European ICT and HR experts in the context of the CEN Workshop on ICT Skills.The European e-Competence Framework is structured from four dimensions. These dimensions reflect different levels of business and human resource planning requirements in addition to job/ work proficiency guidelines.
The four dimensions of the e-CF are specified as follows:
- Dimension 1: 5 e-Competence areas, derived from the ICT business processes:
PLAN – BUILD – RUN – ENABLE – MANAGE
- Dimension 2: A set of reference e-Competences for each area, with a generic description for each competence. 36 competences identified in total provide the European generic reference definitions of the e-CF 2.0.
- Dimension 3: Proficiency levels of each e-Competence provide European reference level specifications on e-Competence levels e-1 to e-5, which are related to the EQF levels 3 to 8.
- Dimension 4: Samples of knowledge and skills relate to e-Competences in dimension 2. They are provided to add value and context and are not intended to be exhaustive.
The 40 e-competencies of the e-CF
Click on the competency code in the list for the full description.
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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