Provide services to end-users by systematically identifying, classifying and troubleshooting technical issues and incidents that disrupt and impact their day-to-day business activities, within a specified timeframe. This also includes implementing an end-to-end problem management process to analyse underlying problems, advising on infrastructure related upgrades and improvements and developing user guides and training materials.
Level 1 (Follow)
- Follow a fixed set of procedures to execute basic infrastructure administration and support.
Level 2 (Assist)
- Analyse issues or incidents encountered by users and conduct troubleshooting, and roll out upgrades.
Level 3 (Apply)
- Diagnose, troubleshoot and provide end-to-end management of infrastructure disruptions or technical issues encountered by users, and plan infrastructure upgrade activities.
Level 4 (Ensure)
- Develop plans and retain accountability for maximising service quality, speed and availability in infrastructure administration and support activities.
Level 5 (Strategise)