CORE
COMPETENCIES
PROFESSIONAL PATHWAYS / TECHNICAL COMPETENCIES
CORE VALUES
GOJ
Competency
Model
ICT Service Delivery and Support

The process of providing quality technical support services to internal GoJ ICT users and external users of GoJ ICT resources in a timely manner.

Return to Information & Communication Technology (ICT)
8 Technical Competence
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ICT Infrastructure
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Software Engineering, Information Systems Integration and Operations
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Information Technology Security and Risk Management
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Data Management, Science and Analytics
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ICT Service Delivery and Support
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ICT Project Management
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ICT Corporate Governance
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Information Technology & Strategic Sourcing
Professional Bands
Level 1 Essential
  • Understands and uses helpdesk ticketing systems to manage service requests and support to end users.
  • Communicates reported technical problems clearly and in a timely manner.
  • Maintains records of technical problems.
  • Uses technical knowledge to help employees across all units in the MDA.
  • Creates and maintains updated databases for problems to ensure the availability of accurate and sufficient information for maintenance jobs and future problem-solving.
  • Trains users on using hardware/software in the appropriate manner.
  • Understands the meaning of common error messages and can explain them to users in simple language.
  • Presents trends in service requests to trigger action for improvements or recommendations for new technology support and services to be implemented.
  • Analyses helpdesk activities.
  • Meets with maintenance support team regularly to discuss recurring problems and identify permanent solutions.
  • Ensures the provision of prompt and quality technical support services across the MDA.
  • Establishes and ensures the update of technical support guidelines and manuals.
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