Occupational Standard - SSC/N0305 | SSC

Occupational Standard - SSC/N0305

Occupational Standard - SSC/N0305
Code SSC/N0305
Version 0.1
Industry Sub-Sector IT-ITeS/IT Services
Title Carry out installation/configuration of applicatio
Description This unit is about installing and configuring simpler hardware and software applications in response to customer service requests. More complex service requests must be referred to appropriate people with more specialist knowledge and skills.
Scope

Scope

This unit/task covers the following:

Service requests received via:

·     telephone

·     e-mail

·     IT systems

·     face-to-face

Installation/configuration includes:

·     hardware

·     printers/peripherals

·     software

·     anti-virus

·     access management

·     security hardening

Customers:

·     internal

·     external

Appropriate people:

·     line manager

·     colleagues

·     subject matter experts

Performance Criteria

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

 

To be competent, you  must be able to:

PC1.        record and acknowledge service requests for  installation/ configuration of basic applications using your organization’s tools and procedures

PC2.        obtain sufficient information from customers to accurately identify the nature of service requests

PC3.        access your organization’s knowledge base to identify procedures/guidelines/ checklists for installation/configuration of basic applications

PC4.        use your organization’s procedures/guidelines/checklists to install/configure applications within your level of competence and authority

PC5.        refer service requests for installation/configuration outside your level of competence and authority to appropriate people

PC6.        obtain help or advice from appropriate people, where necessary

PC7.        obtain confirmation from customers that service requests have been fulfilled to their satisfaction

PC8.        record the completion of service requests accurately using your organization’s tools and procedures

PC9.        comply with relevant standards, policies, procedures, guidelines and service level agreements (SLAs) when carrying out basic application installation/ configuration

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, guidelines and service level agreements (SLAs) for  carrying out installation/configuration of applications

KA2.       typical information required to allow you to identify the nature of service requests

KA3.       methods and techniques used to deal with service requests

KA4.       the range of methods and techniques, including types of questioning, used when dealing with customers

KA5.       the limits of your role and responsibilities in relation to installation/ configuration of applications

KA6.       who to refer problems to when they are outside the limit of your authority

KA7.       your organization’s tools, templates and processes for recording service requests, including completed requests, and how to use these

KA8.       your organization’s knowledge base and how to access, use and update this

B. Technical  

     Knowledge

You need to know and understand:

KB1.        different types of service requests that may occur and how to deal with these

KB2.        methods and tools used for carrying out installation/configuration of applications

KB3.        how to install/configure the range of applications used by your organization

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

a.         hardware devices (eg laptops, desktops, Blackberries)

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

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

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 instructions/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 accurately

SA5.       ask for clarification and advice from others

B.      Professional Skills

 

 

Decision Making 

You need to know and understand how to:

SB1.       make decisions on suitable courses of action

SB2.       follow rule-based decision-making processes

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.       work effectively in a customer facing environment

SB5.       check your own work meets customer requirements

Problem Solving

You need to know and understand how to:

SB6.       apply problem-solving approaches in different situations

SB7.       seek clarification on problems from others

Analytical Thinking

You need to know and understand how to:

SB8.       pass on relevant information to others

Critical Thinking

You need to know and understand how to:

SB9.       apply balanced judgments to different situations

Attention to Detail

You need to know and understand how to:

SB10.    check your work is complete and free from errors

Team Working

You need to know and understand how to:

SB11.    work independently and collaboratively

SB12.    work effectively in a team environment

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.  agree objectives and work requirements

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

Attachment os_attachments/SSC_N0305_V0.1.pdf
Last Review On Oct. 28, 2013, 11:45 a.m.
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