Skip to main content

๐ŸŽง Professional in digital support


- Providing digital support required by businesses of all sizes and in all sectors
- Identifying the difference between digital application requirements and digital service requirements of users:
ใ…ค - Digital application requirements
ใ…ค โ”œโ”€โ”€ Supply of software
ใ…ค โ”œโ”€โ”€ Troubleshooting application issues
ใ…ค โ””โ”€โ”€ Storage quota
ใ…ค - Digital service requirements
ใ…ค โ”œโ”€โ”€ Information and data access
ใ…ค โ”œโ”€โ”€ Loaning of equipment
ใ…ค โ”œโ”€โ”€ Helpdesk support
ใ…ค โ””โ”€โ”€ Multi-platform support
- Supporting business needs with appropriate digital services (for example hardware and software)
- Providing digital service by supporting end users to access and operate systems
- Providing 1st line desk side and remote technical support for computer hardware or software for internal and external customers
- Communicating digital support updates and scheduled system changes to end users
- Training end users on new digital applications and systems
- Maintaining an up-to-date asset register and configuration management database
- Incident response, resolution and problem management
- Escalation of issues to technical and external support
- Working to relevant legislation, standards and industry best practice
- Updating and maintaining a knowledge base with known fixes and procedure documentation
- Use of service management tools and systems to maintain efficiency and effectiveness through good practice processes and procedures

Job roles#

- 1st line support analyst - Helpdesk analyst - Service desk analyst - Support desk analyst - IT support technician - Desktop support technician - Digital applications support specialist


- Analytical thinking and problem solving - Using logging systems, digital monitoring and diagnostic tools - Prioritisation of tasks and workload - Communicating effectively with technical and non-technical users - Active listening - Collaboration and working as part of a team - Customer service skills - Continuous learning, improving and upskilling