Knowledge:
K2 – types of digital architecture and how it relates to their organisation;
- physical storage versus cloud
- role of operating systems and servers
K5 – the concepts and fundamentals of data;· searching, storing, integrating and organising data
- how organisations use various types of data
- the key features and functions of information systems
- data formats and their importance for analysis
- data entry and maintenance
K6 – the key principles and processes for diagnosing stakeholder’s digital problems
K9 – significance of an organisation’s digital presence;
- how this is maintained and what products are used
- how the brand is represented and safeguarded
K16 – approaches to assessing the impact of their actions on other stakeholders within a support desk environment
K17 – principles of productivity software applications used to create, update, edit, manage, and present data and information including how to support stakeholders in their use
K18 – the features and benefits of digital information systems and how these are used to maintain application support
K20 – organisational approaches to incorporating different digital applications across business functions and the implications for their stakeholders
Skills:
S2 – use data accurately and securely to meet business requirements and in line with organisational procedures and legislation
S4 – provide an appropriate and effective response to enquiries, providing support and information utilising digital channels and in line with organisation protocols
S8 – risk assess the organisational impact of decisions that they take
S11 – maintain system security in line with organisational policies
S12 – support digital operations or digital change and transformation activities
S13 – investigate application problems and enable resolution to maintain productivity and improve quality of service
S15 – monitor data to analyse systems use and provide insights to recommend use or applications developments
Behaviours:
B1 – work independently and take responsibility to maintain productive and professional working environment with secure working practices
B3 – professional approach to dealing with stakeholder’s problems