Network Configuration
Network Configuration is the vital task of setting up, managing and maintaining the connectivity of computer networks within an organization. It encompasses the design and implementation of both the hardware and software protocols needed for successful communication and data transfer. The impact of effective network configuration is seen in optimized system performance, reduced downtime, and enhanced IT security.'
Level 1: Emerging
At a foundational level you are able to follow clear instructions to assist with basic network setup and device connectivity. You may help with simple tasks like connecting computers to the network or identifying basic connection problems under supervision. Your support helps ensure that everyone in the organization can access network resources reliably.
Level 2: Proficient
At a developing level you are able to follow set procedures to configure and maintain basic network connections within established guidelines. You support routine tasks such as connecting devices, updating simple network settings, and reporting any issues you encounter. Your efforts help maintain consistent connectivity and contribute to smooth daily IT operations.
Level 3: Advanced
At a proficient level you are able to independently set up, manage, and maintain complex network configurations to support organizational needs. You respond to most network issues confidently and apply established protocols to optimize performance and minimize security risks. Your reliable work leads to stable connectivity and fewer disruptions for your colleagues.
User Access Management
User Access Management is the vital IT function involving control over who can access which systems and data. It relies on the application of policies and processes that safeguard an organization’s resources from unauthorised access. Proficiency in this capability requires understanding data sensitivity, user privilege definitions, timely modification and revocation, contributing to an organization's overall data security and governance.
Level 1: Emerging
At a foundational level you are aware of why user access controls matter and can follow set procedures to grant, change, or remove access as instructed. You understand which systems hold sensitive information and know when to escalate issues. Your careful approach helps protect the organization’s data from basic security risks.
Level 2: Proficient
At a developing level you are able to follow established procedures to manage user accounts and permissions under close supervision. You recognize basic risks of improper access and ensure user details are updated or removed when instructed. Your attention to detail helps support secure user access and reduce the chance of unauthorised entry.
Level 3: Advanced
At a proficient level you are able to independently manage user access to systems and data, making sure permissions are assigned and removed according to organizational policies. You understand the importance of data sensitivity and act promptly to maintain security. Your actions directly support your organization’s ability to protect information and meet compliance requirements.
Technical Escalation Handling
Technical Escalation Handling' is the capacity to recognize, address, and efficiently manage technology-based issues, ensuring they are escalated to the correct parties when necessary. This relies on a comprehensive understanding of the IT landscape, systems and protocols. Critical for ensuring minimal disruption, it contributes to revolutionising business efficiency and driving customer satisfaction.
Level 1: Emerging
At a foundational level you are able to recognize when a technology issue needs support beyond your expertise and promptly seek assistance from relevant IT contacts. You follow set procedures to escalate problems, ensuring clear and accurate information is passed on. This helps maintain smooth everyday operations and builds confidence in the IT support process.
Level 2: Proficient
At a developing level you are able to identify when a technical issue needs escalation and follow defined procedures to pass it on to the right team. You seek guidance as you build your understanding of systems and escalation workflows. Your actions ensure issues are raised promptly, helping to minimize disruption and improve service outcomes.
Level 3: Advanced
At a proficient level you are able to quickly identify and assess complex technical issues, escalating them effectively to the right teams when required. You confidently follow established processes and maintain clear communication throughout, ensuring minimal disruption to users. Your approach helps maintain business operations and supports ongoing customer satisfaction.
Systems Administration
Systems Administration is the capability to manage, maintain, and safeguard an organization's computer systems. It requires comprehensive knowledge of various hardware, software, and networks, facilitating their seamless interaction. Through proactive troubleshooting and system updates, a capabilityed Systems administrator ensures data protection, aids efficiency, and fosters innovation in the IT environment.
Level 1: Emerging
At a foundational level you are able to follow clear instructions to support basic system operations, such as logging incidents, updating simple settings, and performing regular checks. You understand the purpose of key IT systems and can seek help when issues arise. Your actions help keep daily technology running smoothly for your team.
Level 2: Proficient
At a developing level you are able to carry out basic systems administration tasks under guidance, such as routine maintenance, user account management, and simple troubleshooting. You follow established procedures to ensure system reliability and security, while building your understanding of the organization’s IT environment. Your work supports the smooth running of daily operations and helps you prepare for more complex responsibilities.
Level 3: Advanced
At a proficient level you are able to independently manage and maintain a variety of IT systems, ensuring their smooth and secure operation. You handle regular updates, resolve a broad range of technical issues, and apply best practices to protect organizational data and networks. Your work keeps systems reliable and supports the productivity of your colleagues.
System Troubleshooting
"System Troubleshooting is the ability to identify, analyze and solve issues within an IT system. This capability requires a broad knowledge of hardware and software, alongside robust analytical and problem-solving skills. Effective system troubleshooting improves system performance and reduces downtime, directly impacting productivity."
Level 1: Emerging
At a foundational level you are able to recognize basic issues within IT systems and follow standard instructions to resolve them. You may ask for help with unfamiliar problems and use simple troubleshooting steps under guidance. Your actions help limit disruptions and keep daily technology running smoothly.
Level 2: Proficient
At a developing level you are able to recognize and describe common system issues and follow set procedures to help resolve them. You rely on guidance to analyze problems and carry out basic troubleshooting tasks, such as checking connections or restarting software. Your work helps keep IT systems running smoothly, reducing simple disruptions for colleagues.
Level 3: Advanced
At a proficient level you are able to quickly diagnose and resolve most system issues on your own, drawing on solid experience with both hardware and software. You use logical methods to get to the root cause and apply solutions that keep systems running and support business operations. Your troubleshooting reduces downtime and helps teams stay productive.
Software Deployment
Software Deployment is the method of installing, configuring, testing, and operating applications on an IT system's environment. This encompasses the skills to ensure applications function efficiently within set parameters, as well as handling automation, migration, and update processes. The astute deployment of software positively impacts system performance, security, and user experience.
Level 1: Emerging
At a foundational level you are able to follow clear instructions to assist with basic software installation and configuration tasks in a supervised environment. You support more experienced team members by preparing systems and checking that applications launch as expected. Your attention to detail helps ensure smooth initial deployments, which avoids early issues for users.
Level 2: Proficient
At a developing level you are beginning to install and configure software in line with set procedures, seeking guidance when new issues arise. You follow established steps for updates and simple automation tasks under supervision, learning how deployment choices affect system performance and security. Your efforts help ensure users experience fewer disruptions and smoother operation.
Level 3: Advanced
At a proficient level you are able to deploy and configure software on IT systems with limited supervision, ensuring applications run smoothly and safely. You routinely use automation tools, manage updates, and assist with software migrations to minimize disruption. Your approach improves system reliability and gives users a better experience.
Service Request fulfillment
Service Request fulfillment is the facility to effectively manage and execute IT-related service requests. This capability involves understanding technical issues, finding resolution swiftly and maintaining communication with users for updates. Ultimately, it improves response time, productivity, and user satisfaction.
Level 1: Emerging
At a foundational level you are able to recognize basic IT service requests and follow standard procedures to raise or direct them. You understand the importance of timely updates and clear communication with users. By doing this, you support the smooth resolution of common requests and help build user confidence in IT support services.
Level 2: Proficient
At a developing level you are able to follow clear instructions to process simple IT service requests, such as password resets or basic software issues. You ask for guidance when faced with unfamiliar problems and keep users informed about the status of their requests. This helps to build your confidence and supports prompt, reliable service for colleagues.
Level 3: Advanced
At a proficient level you are able to manage and resolve a wide range of IT service requests independently, applying established procedures and best practice. You keep users informed throughout the process, ensuring they understand progress and next steps. Your reliable approach improves resolution times and ensures a positive experience for everyone involved.
Server Administration
Server Administration is the proficient management and maintenance of an organization's server infrastructure. This involves setting up, configuring, updating and troubleshooting servers. Ensuring their optimal operation has strong impact on overall IT system capability, affecting communication, data exchanges, and web hosting across the organization. It requires in-depth technical knowledge, problem-solving skills and a keen attention to detail.
Level 1: Emerging
At a foundational level you are able to follow instructions to perform basic server tasks, such as monitoring system status and assisting with routine updates. You understand the core purpose of servers in supporting business technology and know when to seek guidance from experienced staff. Your actions support the reliability of IT systems across the organization.
Level 2: Proficient
At a developing level you are able to perform basic server administration tasks under guidance, such as setting up user accounts, applying updates, and monitoring server performance. You follow established procedures and seek support when facing unfamiliar issues. Your growing skills help keep core IT systems running smoothly and reliably for your team.
Level 3: Advanced
At a proficient level you are able to independently set up, configure, maintain, and troubleshoot servers to support your organization’s needs. You apply best practice processes to ensure reliability, security, and optimal performance across server systems. Your effective server management improves business continuity, system availability, and the overall efficiency of core IT operations.
Patch Management
Patch Management is the process of handling updates of software within an IT system. These updates, or ‘patches’, are crucial in dealing with vulnerabilities. The key skills include knowing when patches are available, understanding their relevance, and implementing them efficiently. Effective patch management aids in protecting systems from potential cyber threats, ultimately improving information security.
Level 1: Emerging
At a foundational level you are aware of the importance of keeping software up to date and can follow basic instructions to identify and apply patches to common IT systems. You understand when updates are needed and seek help if you are unsure. Your actions contribute to the overall security and reliability of organizational technology.
Level 2: Proficient
At a developing level you are learning to identify and apply basic software patches under guidance. You are starting to understand why timely updates matter and how they help protect information systems. Your growing skills support your team in keeping IT environments secure from common cyber risks.
Level 3: Advanced
At a proficient level you are able to assess, plan, and carry out software patching for a range of IT systems with minimal supervision. You recognize the security and business impact of missing or delayed patches, prioritizing updates and resolving common issues quickly. Your effective patch management helps keep organizational systems secure and running smoothly.
Network Monitoring
Network Monitoring is the continuous surveillance of an organization's IT network, undertaken to ensure seamless, reliable internet and intranet connections. It involves proactive identification of problems and undisrupted service delivery. Through this, Network Monitoring effectively counters downtimes, ensuring organization productivity is maintained.
Level 1: Emerging
At a foundational level you are able to follow basic instructions to observe and report on network status using standard monitoring tools. You recognize and escalate obvious network issues or disruptions to the appropriate team members. Your attention ensures small problems are noticed early, supporting smooth daily operations across the organization.
Level 2: Proficient
At a developing level you are able to assist with routine network monitoring tasks under guidance, such as checking system alerts and logging incidents. You follow established procedures to help spot basic issues and escalate them when required. Your actions support reliable network connectivity and contribute to minimizing interruptions to daily work.
Level 3: Advanced
At a proficient level you are able to actively monitor and maintain your organization’s network, quickly identifying and troubleshooting most issues before they affect users. You regularly analyze patterns and use monitoring tools to resolve connectivity or performance problems. Your work directly supports reliable network access, helping teams stay productive with minimal disruption.
Knowledge Base Management
Knowledge Base Management is the systematic organization, storage and retrieval of technical and non-technical information within an IT context. It involves developing and maintaining comprehensive repositories that streamline access to data, aiding problem-solving and decision-making. Effectiveness in this capability results in improved efficiency, reduced redundancies and enhanced user experience in IT operations.
Level 1: Emerging
At a foundational level you are able to follow established procedures to store, locate, and retrieve information within IT knowledge bases. You contribute by keeping records accurate and up to date, supporting colleagues to find information easily. Your attention to detail helps maintain smooth IT operations and reduces repeated issues.
Level 2: Proficient
At a developing level you are starting to organize and update information in established IT knowledge bases, following set processes and guidelines. You contribute to keeping repositories accurate and accessible, often with support from more experienced colleagues. Your efforts help improve the quality and reliability of information available to the team.
Level 3: Advanced
At a proficient level you are able to organize, update and improve IT knowledge bases so that information is accurate, easy to find and useful for colleagues. You regularly review content, fill gaps and remove duplicates, making sure the repository supports day-to-day problem-solving. Your work means staff can resolve IT issues more quickly and with fewer repeated questions.
ITIL Process Application
ITIL Process Application is the appropriate utilisation of key ITIL (Information Technology Infrastructure Library) principles into an organization’s IT activities. This involves the effective understanding and management of IT service lifecycles, focusing particularly on service operation and continual service improvement. Mastering this capability leads to optimized business operations and improved service delivery.
Level 1: Emerging
At a foundational level you are aware of basic ITIL concepts and can follow standard ITIL processes with guidance. You understand how service operation and continual service improvement fit within IT activities, applying this knowledge to straightforward tasks. Your actions help maintain reliable IT services and support business operations at a basic level.
Level 2: Proficient
At a developing level you are beginning to apply core ITIL principles in your daily IT tasks, with guidance from more experienced colleagues. You recognize the importance of managing IT services across their lifecycle, especially in supporting stable operations. Your growing understanding helps you contribute to smoother service delivery and gradual improvements in IT processes.
Level 3: Advanced
At a proficient level you are able to apply ITIL principles confidently in your day-to-day IT activities, managing service lifecycles with capability and consistency. You actively contribute to service operation and continual improvement initiatives, using ITIL to guide decisions and solve problems. Your expertise helps deliver efficient IT services and better business outcomes.
IT Service Delivery
IT Service Delivery is the capability to efficiently manage and deliver IT services that meet an organization's needs. This involves understanding IT infrastructure, administrating resources and handling operational tasks. Crucially, it impacts an organization's function and productivity by ensuring seamless technology integration.
Level 1: Emerging
At a foundational level you are learning to support basic IT service tasks and follow standard procedures under guidance. You develop an understanding of common IT systems and tools used in your workplace, asking questions when unsure. Your timely and accurate work helps the team to maintain reliable daily IT operations for everyone.
Level 2: Proficient
At a developing level you are beginning to support the delivery of IT services by performing routine operational tasks under guidance. You follow established processes to help maintain IT systems and respond to straightforward issues. Your contributions help keep technology running smoothly for your team, with growing awareness of how your actions support organizational productivity.
Level 3: Advanced
At a proficient level you are able to deliver IT services consistently, resolving most issues independently and supporting users across various systems. You apply practical knowledge of infrastructure and resources to maintain smooth operations. Your reliable service ensures the organization’s technology runs efficiently, supporting day-to-day work and business goals.
IT Change Management
IT Change Management is the systematic approach employed by an organization's IT department to handle alterations in its technological systems or processes. It generally involves identifying the need for change, planning and executing the change while minimizing disruption and managing any potential risks. The aim is to ensure seamless functionality, enhanced efficiency, and optimized IT value.
Level 1: Emerging
At a foundational level you are aware of the basic purpose of IT Change Management and can follow set procedures when minor changes are made to systems or processes. You recognize when to report issues or escalate concerns to more experienced team members. Your actions help minimize disruption and support the smooth running of IT operations.
Level 2: Proficient
At a developing level you are beginning to follow established IT change management procedures under supervision. You contribute to reviewing and preparing documentation for routine changes, ensuring that required steps are taken and risks are noted. Your actions help to support smoother transitions and reduce potential disruptions in the IT environment.
Level 3: Advanced
At a proficient level you are able to plan and coordinate IT changes, balancing technical requirements with minimal disruption to business operations. You assess risks, communicate clearly with stakeholders, and ensure changes are implemented smoothly. Your work increases system reliability and helps your team deliver consistent IT service.
IT Asset Management
IT Asset Management is the strategic approach in overseeing and governing the IT environment's valuable resources. It includes the development and execution of lifecycle strategies geared towards IT investments. In effect, the accurate forecasting, budgeting and management of IT hardware and software enhance productivity while reducing costs.
Level 1: Emerging
At a foundational level you are aware of the different types of IT assets used in your organization and follow set processes to record and track them. You understand the importance of capturing accurate information to support cost control and compliance. Your actions help maintain an organized and transparent record of IT hardware and software.
Level 2: Proficient
At a developing level you are supporting the tracking and updating of IT assets, following established processes and instructions from others. You help gather and maintain accurate records of hardware and software within your team or project area. This contributes to reliable asset information and helps your team manage resources more effectively.
Level 3: Advanced
At a proficient level you are able to independently manage IT assets across their full lifecycle, ensuring accurate records and compliance with organizational policies. You effectively forecast needs, analyze usage, and coordinate the disposal or redeployment of hardware and software. This helps your team control costs, minimize risks, and support reliable business operations.
Application Support
"Application Support is the capability to maintain, troubleshoot and enhance software applications. Adept in systematically diagnosing issues and ensuring smooth software operation, it involves key knowledge in IT methodologies and practices. It significantly impacts the efficiency and effectiveness of businesses reliant on technology."
Level 1: Emerging
At a foundational level you are able to follow standard procedures to support everyday use of software applications, including identifying and reporting common issues. You rely on guidance from others and use available resources to assist with troubleshooting. Your work helps keep basic systems running smoothly for your team and the wider organization.
Level 2: Proficient
At a developing level you are able to follow set procedures to investigate and resolve common software application issues with guidance. You use standard tools and methods to support day-to-day application operations in IT environments. Your efforts ensure basic system reliability and help team members respond to user needs.
Level 3: Advanced
At a proficient level you are able to independently support, troubleshoot, and resolve a range of application issues, ensuring minimal disruption to business operations. You apply established IT practices to maintain software performance and security, while contributing to minor enhancements. Your reliable application support helps teams work efficiently and keeps essential systems running smoothly.
Hardware Configuration
Hardware Configuration is an IT capability that involves establishing and managing an optimal setup of computer systems. It requires a clear understanding of different hardware components, their functions and how they interact for efficient system performance. This capability contributes significantly to improved productivity, better user experiences and prevention of technical issues.
Level 1: Emerging
At a foundational level you are able to identify basic hardware components and understand their main functions in a computer system. You can follow established instructions to set up or connect simple hardware, under supervision or with guidance. This helps you provide basic support and prevents avoidable issues during daily use.
Level 2: Proficient
At a developing level you are able to set up and connect basic hardware components under supervision, following established procedures. You can identify common hardware types and understand their basic functions within a computer system. This supports smooth operation and helps prevent simple technical issues in the workplace.
Level 3: Advanced
At a proficient level you are able to independently configure, upgrade and troubleshoot a wide range of hardware components to meet organizational needs. You understand how to optimize system performance by selecting and integrating the right hardware, and can identify and resolve most hardware issues efficiently. Your work leads to smoother daily operations and a more reliable IT environment.
Disaster Recovery Support
Disaster Recovery Support is the ability to plan, implement, and manage processes to respond effectively during an IT system crisis. Requires knowledge of key IT systems, backup protocols, and data restoration procedures. This capability ensures continuity of critical IT operations, minimizing the impact of potential disruptions.
Level 1: Emerging
At a foundational level you are able to follow set procedures to support disaster recovery activities under supervision. You help with simple tasks, such as checking system backups or assisting with basic data restoration, to maintain IT operations during disruptions. Your work ensures that essential steps are not missed, supporting the reliability of IT systems in a crisis.
Level 2: Proficient
At a developing level you are following standard disaster recovery processes with close guidance and use established backup and restoration tools to assist with system recovery. You can identify common risks and play a supporting role during IT incidents. Your actions help maintain continuity and reduce downtime, but you rely on more experienced colleagues for complex decision-making.
Level 3: Advanced
At a proficient level you are able to coordinate disaster recovery activities during IT crises, using established protocols to restore systems and data efficiently. You can independently follow recovery plans, troubleshoot issues, and guide others through recovery steps. Your actions help ensure minimal disruption and support ongoing business operations.
Desktop Support
Desktop Support is an Information Technology capability focused on troubleshooting, maintaining, and resolving issues relating to end-user devices. Evolving from knowledge and skills with hardware, software and systems, it impacts the efficiency of an organization by ensuring smooth daily operations and minimizing technical disruptions. Demonstrating effective communication and problem-solving behaviors are crucial to this role.
Level 1: Emerging
At a foundational level you are able to follow clear instructions to assist users with basic hardware and software problems on desktop devices. You know when to escalate issues and log support requests accurately, helping more experienced team members resolve them. Your support ensures that daily technical interruptions are minimized for colleagues.
Level 2: Proficient
At a developing level you are able to resolve common desktop support issues with guidance and follow standard procedures for troubleshooting hardware and software problems. You work with more experienced team members to build your technical skills and improve your customer service. Your support helps reduce downtime for users and contributes to a more stable work environment.
Level 3: Advanced
At a proficient level you are able to independently diagnose and resolve a broad range of desktop support issues across hardware, software, and systems. You provide reliable support to users, ensuring minimal downtime and sharing practical solutions with colleagues. Your skills help maintain productivity and create a positive IT experience for everyone in your organization.
