Service and Operations - grade 5

Experiences

Activities and responsibilities likely to be required when working at this level

• Providing face to face, telephone and remote first line IT support
• Troubleshooting, triage and initial handling of service requests/incidents
• Maintain records including physical audit
• Documenting known problems
• Updating knowledge Based articles and How to's

Personal and professional development

Development options to consider when working towards this level

Learning on the job

• Familiarise self with UCL guidelines
• Develop basic IT skills
• Use Service management tools such as Remedy Force

Learning from others  

• Join a Community of Practice (CoP)
• Shadowing a skilled lead

Formal learning

• Internal UCL training in Manage Desktop Federated Support Model
• Service management tool training
• LinkedIn Learning

Transferable skills and competencies

UCL uses the Universal Competency Framework (UCF) to discuss transferable skills. Find out more details on the framework.

Following instructions and procedures

• Following directions
• Following procedures
• Time keeping and attending
• Demonstrating commitment
• Showing awareness of safety issues
• Complying with legal obligations

Working with people

• Understanding others
• Adapting to the team
• Building team spirit
• Recognising and rewarding contributions
• Listening
• Consulting others
• Communicating proactively
• Showing tolerance and consideration
• Showing empathy
• Supporting others
• Caring for others
• Developing and communicating self-knowledge and insight

Adhering to principles and values

• Upholding ethics and values
• Acting with integrity
• Utilising diversity
• Showing social and environmental responsibility

UCL Ways of Working

These describe expected behaviours in line with UCL culture and values.  For Ways of Working indicators and steps to development please refer to the Ways of Working website.