role	role_level	band	skill	skill_source	pcf_reference	esco_reference	expected_level	expected_level_number	expected_level_description	self_rating	manager_rating	gap	evidence	development_action
Service desk analyst	Head of service desk	7	Asset and configuration management	UK GDaD PCF	https://understand-digital-data-roles-skills.service.gov.uk/skills/	http://data.europa.eu/esco/skill/9d2e926f-53d9-41f5-98f3-19dfaa687f3f; http://data.europa.eu/esco/skill/ccb2e5f2-4279-48fd-9d85-a1db42ff1e13; http://data.europa.eu/esco/skill/ab6265f2-a9bf-49e8-a9a5-67cbab4de38b	awareness	1	You can: - track, log and correct information to protect assets and components					
Service desk analyst	Head of service desk	7	Continual service improvement	UK GDaD PCF	https://understand-digital-data-roles-skills.service.gov.uk/skills/	http://data.europa.eu/esco/skill/9d59f4e5-20a5-428e-b8b3-645043500457; http://data.europa.eu/esco/skill/0550431f-9c8b-4204-9c45-59bc5feacf06; http://data.europa.eu/esco/skill/958b8802-ec3e-4813-97f7-6c8f48610dbd	practitioner	3	You can: - analyse current processes, and identify and implement opportunities to optimise them - lead and develop a team of experts to deliver service improvements - help to evaluate and establish requirements for the implementation of changes by setting policy and standards					
Service desk analyst	Head of service desk	7	Customer service management	UK GDaD PCF	https://understand-digital-data-roles-skills.service.gov.uk/skills/	http://data.europa.eu/esco/skill/c09c5786-a479-46de-b0aa-d5d2d8ccc123; http://data.europa.eu/esco/skill/e1e99428-b91b-45e1-8ede-ed0cbf161930; http://data.europa.eu/esco/skill/c2296e2e-5fef-4f24-a24f-e5b3792268be	expert	4	You can: - translate lessons learnt into continual service improvement - oversee the full range of customer service functions, including reviewing customer service satisfaction - investigate which processes can be automated and the ways to automate them					
Service desk analyst	Head of service desk	7	IT service reporting	UK GDaD PCF	https://understand-digital-data-roles-skills.service.gov.uk/skills/	http://data.europa.eu/esco/skill/8dcbcabe-09f7-4d11-940d-125af57bbc40; http://data.europa.eu/esco/skill/9190d87f-9792-42e0-bb7f-64294a656bcd	expert	4	You can: - use prediction methodologies to produce and maintain a holistic view of important trends across multiple processes.					
Service desk analyst	Head of service desk	7	Ownership and initiative	UK GDaD PCF	https://understand-digital-data-roles-skills.service.gov.uk/skills/	http://data.europa.eu/esco/skill/001115fb-569f-4ee6-8381-c6807ef2527f; http://data.europa.eu/esco/skill/e186976a-64f0-4052-a25b-297d19e1d0ec	practitioner	3	You can: - take accountability for issues that occur and be proactive in searching for potential problems - achieve excellent user outcomes					
Service desk analyst	Head of service desk	7	Problem management	UK GDaD PCF	https://understand-digital-data-roles-skills.service.gov.uk/skills/	http://data.europa.eu/esco/skill/a3ce2bf7-5562-4639-9b52-fdb4850a3904; http://data.europa.eu/esco/skill/55514865-3066-4abd-86a9-dbe45a440882	practitioner	3	You can: - ensure that the right actions are taken to investigate, resolve and anticipate problems - co-ordinate the team to investigate problems, implement solutions and take preventive measures					
Service desk analyst	Head of service desk	7	Service focus	UK GDaD PCF	https://understand-digital-data-roles-skills.service.gov.uk/skills/	http://data.europa.eu/esco/skill/09f2f811-a3fb-4de3-a70f-6420a6935575; http://data.europa.eu/esco/skill/1d86f05e-e9cc-40ce-99d8-2b21cc71b16b	practitioner	3	You can: - see the bigger picture by taking groups of services and investigating how to get the best of underlying services					
Service desk analyst	Head of service desk	7	Service management framework knowledge	UK GDaD PCF	https://understand-digital-data-roles-skills.service.gov.uk/skills/	http://data.europa.eu/esco/skill/d12e9d68-84c5-444e-aa98-d36533bf03f6; http://data.europa.eu/esco/skill/fafe0b9d-dbd9-46bd-b770-26299539ce66	working	2	You can: - show you have a Level 3 service management framework qualification - demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library)					
Service desk analyst	Head of service desk	7	Technical understanding	UK GDaD PCF	https://understand-digital-data-roles-skills.service.gov.uk/skills/	http://data.europa.eu/esco/skill/d0c6d77e-cb25-4770-bf77-2073fc5f7523; http://data.europa.eu/esco/skill/cbe2c304-1e7d-489a-97d9-a7d3e37a9db6	working	2	You can: - understand the core technical concepts related to the role, and apply them with guidance					
Service desk analyst	Head of service desk	7	User focus	UK GDaD PCF	https://understand-digital-data-roles-skills.service.gov.uk/skills/	http://data.europa.eu/esco/skill/ddfe79e2-c2e3-4ba7-9bdf-3820b4f75b54; http://data.europa.eu/esco/skill/68698869-c13c-4563-adc7-118b7644f45d	expert	4	You can: - give direction on which tools or methods to use - demonstrate experience in meeting the needs of users across a variety of channels - bring insight and expertise in how user needs have changed over time to ensure they're met by the business - apply strategic thinking to provide the best service for the end user					
Service desk analyst	Head of service desk	7	Understanding health and care services	this reference		http://data.europa.eu/esco/skill/9b63d92b-5a3a-46b0-b2ba-c98b39ea5aaf; http://data.europa.eu/esco/skill/6c252ea9-e7df-4f82-8035-7d7ee742ff0e	practitioner	3	You can: - analyse how a service fits into care pathways across organisations - work with clinicians, care staff, and patients to shape digital services - explain the effect of digital decisions on care, safety, and staff workload 					
Service desk analyst	Head of service desk	7	Information governance and data protection	this reference		http://data.europa.eu/esco/skill/a4346013-a967-4a58-a533-6b32ad1364c5; http://data.europa.eu/esco/skill/51ece34f-c24e-4183-9bf4-9b6f28748aec; http://data.europa.eu/esco/skill/097c6a36-f031-4d3e-b5c1-62d6ffcb430b	practitioner	3	You can: - lead data protection impact assessments and information sharing agreements - advise teams on lawful basis, consent, confidentiality, and retention - investigate incidents and recommend improvements 					
Service desk analyst	Head of service desk	7	Identity and access management	this reference		http://data.europa.eu/esco/skill/ab49f767-296b-47d5-af56-0b4a69515b03; http://data.europa.eu/esco/skill/bc0b0b5d-f6be-405a-b224-b6902a4dbe97	practitioner	3	You can: - design and run identity and access services - review access regularly and fix problems 					
Service desk analyst	Head of service desk	7	Security operations	this reference		http://data.europa.eu/esco/skill/8181aa4c-42bc-4036-a3d2-5cb6bbb34239; http://data.europa.eu/esco/skill/5898d99a-62a4-4e10-a2e3-0d815ce44248; http://data.europa.eu/esco/skill/501537a7-9d63-491d-ae02-09f04767ff1e	working	2	You can: - monitor alerts and triage them using runbooks - gather evidence and escalate events - tune simple detection rules under guidance 					
Service desk analyst	Head of service desk	7	Clinical risk management	this reference		http://data.europa.eu/esco/skill/47d491a9-f7c0-4b13-a10f-983d3aa0113e; http://data.europa.eu/esco/skill/4913d0c0-133a-4c46-aac3-f5d4989a982e	working	2	You can: - take part in hazard workshops and contribute to a hazard log - follow the clinical risk management process for your work - provide evidence for a clinical safety case, such as test results 					
Service desk analyst	Head of service desk	7	People management	this reference		http://data.europa.eu/esco/skill/339ac029-066a-4985-9f9d-b3d7c8fea0bb; http://data.europa.eu/esco/skill/add39442-b8ca-4412-8156-391db53b0c5d	practitioner	3	You can: - line manage a team, setting objectives and running appraisals - support wellbeing and manage attendance, performance, and conduct - plan the team's development and succession 					
Service desk analyst	Head of service desk	7	Budget management	this reference		http://data.europa.eu/esco/skill/21c5790c-0930-4d74-b3b0-84caf5af12ea; http://data.europa.eu/esco/skill/74688c5d-2af1-4f7a-9d1c-00e808eaa1e6	working	2	You can: - track spending against a small budget and raise variances - authorise spending within your limit