Example job roles: Systems Administration, Research Computing Analysis, Senior Level IT Support, Senior Services Desk Analyst, ITIL Analysis
Level: Independent
Experiences
Activities and responsibilities likely to be required when working at this level
- Troubleshooting, triage and initial handling of service requests/incidents
- Managing service requests/incidents through to completion/ resolution
- Service state monitoring
- Carrying out predefined agreed tasks including standard changes
- Software installation
- Hardware installation
- Systems administration
- Working in data centres
- Creating and updating service documentation
- Promoting good services and standards
- Working to industry standards e.g. ITIL
- Working with third party providers
- Ability to apply skills and knowledge in broad range of specialisms
- Service management exceptions coordinating and holding/chairing meetings
Personal and professional development
Development options to consider when working towards this level
Learning on the job
- Gain experience in dealing with non-standard requests/issues
- Independent searching for solutions
- Gain experience in a broader range of specialties
- Demonstrate an interest in learning new tasks outside of current remit
- Experience in scripting
Learning from others
- Assignments or secondment opportunities
- Work shadowing with other teams
- Knowledge sharing across teams
- Joining a Community of Practice (CoP)
Formal learning
- ITIL training
- Customer service training
- Formal learning on any of the relevant technologies relevant to the role
Transferable skills and competencies
UCL uses the Universal Competency Framework (UCF) to discuss transferable skills. Find out more details on the framework.
Analysing
- Analysing and evaluating information
- Testing assumptions and investigating
- Producing solutions
- Making judgements
- Demonstrating systems thinking
Following instructions and procedures
- Following directions
- Following procedures
- Time keeping and attending
- Demonstrating commitment
- Showing awareness of safety issues
- Complying with legal obligations
Achieving personal work goals and objectives
- Achieving objectives
- Working energetically and enthusiastically
- Pursuing self-development
- Demonstrating ambition
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.
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