UCL Career Frameworks


Service and Operations - grade 6

Example job roles: Desktop IT and AV support, IT Services Service desk analyst

Level: Developing/Skilled 


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

  • Providing face to face, telephone and remote first and second line IT support
  • Troubleshooting, triage and handling and completion/resolution of more inctricate service requests/incidents
  • Increased emphasis on desk side support
  • Maintain records including physical audit
  • Documenting known problems
  • Developing and maintaining knowledge base articles

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

Learning from others  

  • Join a Community of Practice (CoP)

Formal learning

  • Internal UCL training in Managed Desktop Federated Support Model
  • Service management tooling 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.

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.

Achieving personal work goals and objectives

  • Achieving objectives.
  • Working energetically and enthusiastically.
  • Pursuing self-development.
  • Demonstrating ambition.

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

Career Pathway roles are indicative and are not intended to be a description of the role in terms of responsibilty and duties.