Occupational Standard - SSC/N0101 | SSC

Occupational Standard - SSC/N0101

Occupational Standard - SSC/N0101
Code SSC/N0101
Version 0.1
Industry Sub-Sector IT-ITeS/IT Services
Title Deal remotely with basic IT service requests/incid
Description This unit is about dealing with basic service requests and incidents at the IT helpdesk and referring more complex problems to technicians or subject matter experts for resolution.
Scope

Scope

This unit/task covers the following:

Service requests/incidents reported via:

·     voice call

·     e-mail

·     internet

Customers:

·     internal

·     external

Problems about:

·     networking/connectivity

·     operating system

·     software installation/configuration

·     computer hardware

·     account maintenance/access rights

·     voice/telephone

·     video call

Appropriate people:

·     colleagues at the IT helpdesk

·     members of technical team

·     subject matter experts in your organization

·     subject matter experts outside your organization

·     line manager

Performance Criteria

Performance Criteria (PC) w.r.t. the Scope

 

To be competent, you  must be able to:

PC1.        confirm to customers that you have received the service requests/incidents

PC2.        express your concern for any difficulties caused and your commitment to resolving them

PC3.        obtain sufficient information from customers to understand the nature of the problems and perform initial diagnosis

PC4.        record and categorize service requests/incidents accurately using your organization’s incident management tool

PC5.        support customers remotely to test potential solutions

PC6.        prioritize service requests/incidents according to organizational guidelines

PC7.        provide customers with a justifiable estimate of resolution time, where an immediate solution cannot be found

PC8.        refer problems to appropriate people, where the problems cannot be resolved by the helpdesk

PC9.        obtain advice and guidance from appropriate people where problems are outside your area of competence

PC10.    monitor problems to keep customers informed about progress and any delays in resolving problems

PC11.    obtain confirmation from customers that problems have been resolved

PC12.    record the resolution of problems accurately using your organization’s incident management tool

PC13.    comply with relevant standards, policies, procedures and guidelines when dealing with basic IT service requests/incidents

Knowledge

Knowledge and Understanding (K)

A.Organizational

Context (Knowledge of the company/  organization and  its processes)

You need to know and understand:

KA1.       your organization’s policies, procedures and processes for dealing with basic IT service requests or incidents

KA2.       your organization’s guidelines for categorizing and prioritizing service requests

KA3.       methods and techniques used when working with customers

KA4.       limits of your role and responsibilities in relation to IT service requests/incidents

KA5.       who to refer problems to when they cannot be resolved by the IT helpdesk

KA6.       your organization’s tools and processes  for incident management and customer support,  and how to use them

KA7.       the importance of keeping customers informed about timescales for progress and resolution of service requests/incidents

B. Technical  

     Knowledge

You need to know and understand:

KB1.        relevant standards, policies, compliance requirements, procedures and guidelines that apply when dealing with basic IT service requests/incidents

KB2.        relevant product reference guides or support materials to help resolve problems

KB3.        common problems in your area of work and how to resolve these, including:

a.         account maintenance/access problems

b.        networking/connectivity problems

c.         hardware problems

d.        operating system problems

e.        voice, telephone or video-related problems

f.          software installation/configuration problems

g.         database problems

KB4.        technologies relating to your area of work, including:

a.         hardware devices (eg laptops, desktops, Blackberries, routers, switches, LAN cables, RAM, mother board, server, RAID, blade server, storage media, printers, other peripherals and drivers)

b.        operating systems (eg Windows, UNIX, Macintosh)

c.         networks (eg LAN, WAN, VPN, IP, wireless, network devices)

d.        messaging (eg Outlook, Windows Mobile, Blackberry, Lotus Notes)

e.        servers (eg Windows Server and Active Directory, VMware, Citrix)

f.          remote troubleshooting tools (eg PC Anywhere, DameWare, WebEx, Live Meeting, Radmin)

g.         PC lifecycle management tools (eg SMS, SCOM, Marimba, Altris)

h.        productivity tools (eg MS Office)

i.           IT service management tools

Skills

A.      Core Skills/ Generic Skills

 Writing Skills

You need to know and understand how to:

SA1.       communicate with others in writing

SA2.       complete accurate well written work with attention to detail

Reading Skills

You need to know and understand how to:

SA3.       follow guidelines, procedures, rules and service level agreements

Oral Communication (Listening and Speaking skills)

You need to know and understand how to:

SA4.       listen effectively and orally communicate information

SA5.       ask for clarification and advice from others

B.      Professional Skills

 

 

Decision Making 

You need to know and understand how to:

SB1.       follow rule-based decision-making processes

SB2.       make decisions on suitable courses of action

Plan and Organize

You need to know and understand how to:

SB3.       plan and organize your work to achieve targets and deadlines

CustomerCentricity

You need to know and understand how to:

SB4.       carry out rule-based transactions in line with customer-specific guidelines, procedures, rules and service level agreements

SB5.       work effectively in a customer facing environment

SB6.       build and maintain positive and effective relationships with customers

SB7.       check your own work meets customer requirements

SB8.       deliver consistent and reliable service to customers

Problem Solving

You need to know and understand how to:

SB9.        apply problem-solving approaches in different situations

SB10.    seek clarification on problems from others

SB11.    refer anomalies to the supervisor

Analytical Thinking

You need to know and understand how to:

SB12.    pass on relevant information to others

Critical Thinking

You need to know and understand how to:

SB13.    apply balanced judgments to different situations

SB14.    provide opinions on work in a detailed and constructive way

Attention to Detail

You need to know and understand how to:

SB15.    check your work is complete and free from errors

SB16.    get your work checked by others

Team Working

You need to know and understand how to:

SB17.    work effectively in a team environment

SB18.    work independently and collaboratively

C.      Technical Skills

You need to know and understand how to:

SC1.  use information technology effectively to input and/or extract data accurately

SC2.  store and retrieve information

SC3.  keep up to date with changes, procedures and practices in your field of expertise

SC4.   keep up to date with changes, procedures and practices in your role

Attachment os_attachments/SSC_N0101_V0.1.pdf
Last Review On May 23, 2015, 12:22 p.m.
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