Mchambuzi wa huduma za TEHAMA

Daraja la 4 · Meneja wa huduma za TEHAMA · Alama 275 za tathmini ya kazi

Tafsiri hii ilifanywa kutoka Kiingereza na msaidizi wa akili bandia na bado haijakaguliwa na mzungumzaji asilia. Nukuu kutoka UK GDaD PCF (Mfumo wa Uwezo wa Taaluma ya Kidijitali na Data wa Serikali ya Uingereza) na ESCO zinabaki kwa Kiingereza.

Kiwango cha UK GDaD PCF: IT service analyst

Mara nyingi hufanywa katika daraja la Utumishi wa Umma AO au EO.

An IT service analyst is responsible for frontline technical support to end users on issues relating to hardware, software and peripherals. This will include responding to, documenting and resolving service desk incident tickets in a timely manner according to a service level agreement (SLA).
At this role level, you will:
have excellent problem solving skills to diagnose, evaluate and resolve complex problem situations or, when appropriate, escalate or route them to IT resolver groups
perform root cause analysis
develop checklists for typical problems
recommend procedures and controls for problem prevention
work independently, share information and assist others with requests for service

Contains public sector information from the UK Government Digital and Data Profession Capability Framework (https://understand-digital-data-roles-skills.service.gov.uk/), licensed under the Open Government Licence v3.0. © Crown copyright.

Wajibu

Kujibu, kuandika na kutatua matukio na maombi ndani ya viwango vya huduma vilivyokubaliwa.
Kutoa ripoti za mara kwa mara za huduma, kama vile idadi ya tiketi, muda wa kujibu na upatikanaji wa mifumo ya kitabibu.
Kukagua kama maingizo ya katalogi ya huduma na makala za maarifa ni sahihi na ya kisasa.
Kutafuta mifumo katika matukio na kupendekeza maboresho.
Kufuata kanuni za usimamizi wa taarifa anaposhughulikia data za tiketi na huduma.

Ujuzi

Ujuzi	Kiwango kinachotarajiwa	Kiwango hiki kinamaanisha nini
Asset and configuration managementUK GDaD PCF	Uelewa (1)	You can: track, log and correct information to protect assets and components
Business analysis (IT operations)UK GDaD PCF	Uelewa (1)	You can: investigate problems and opportunities in existing processes, and contribute to recommending solutions
Continual service improvementUK GDaD PCF	Uelewa (1)	You can: show an awareness of developing process efficiency and common ways in which processes are optimised support specific activities to improve development processes spot or identify obvious deficiencies
IT service reportingUK GDaD PCF	Utendaji (2)	You can: produce relevant reports in an appropriate format and agreed timeframe work with stakeholders to discuss any changes in the reporting processes interpret a data set and communicate this to others
Ownership and initiativeUK GDaD PCF	Utendaji (2)	You can: own an issue until a new owner has been found or the problem has been mitigated or resolved
Service focusUK GDaD PCF	Uelewa (1)	You can: show an awareness of different products and services
Service management framework knowledgeUK GDaD PCF	Uelewa (1)	You can: show you have a Level 3 service management framework qualification
Stakeholder relationship management (IT operations)UK GDaD PCF	Utendaji (2)	You can: identify important stakeholders and communicate with them clearly and regularly tailor communication to stakeholders' needs and work with them to build relationships, while also meeting user needs build and reach consensus work to improve stakeholder relationships, using evidence to explain decisions made
Strategic thinkingUK GDaD PCF	Utendaji (2)	You can: work within a strategic context and communicate how activities meet strategic goals contribute to the development of strategy and policies
Technical understandingUK GDaD PCF	Uelewa (1)	You can: show an awareness of the relevant subject matter and a high level understanding of what it involves
User focusUK GDaD PCF	Utendaji (2)	You can: identify and engage with users or stakeholders to collate user needs evidence understand and define research that fits user needs use quantitative and qualitative data about users to turn user focus into outcomes
Kuelewa huduma za afya na matunzoMarejeleo haya	Uelewa (1)	Unaweza: kuelezea sehemu kuu za mfumo wa afya na matunzo na huduma ambazo taasisi inaziunga mkono kueleza kwa nini usalama wa mgonjwa na usiri ni muhimu katika kazi yako
Usimamizi wa taarifa na ulinzi wa dataMarejeleo haya	Uelewa (1)	Unaweza: kufuata kanuni za taasisi za kushughulikia taarifa binafsi na za afya kutambua na kuripoti ukiukaji wa data au tukio lililokaribia kutokea
Usimamizi wa hatari za kitabibuMarejeleo haya	Uelewa (1)	Unaweza: kueleza jinsi mifumo ya TEHAMA ya afya inavyoweza kuwadhuru wagonjwa, kwa mfano kupitia taarifa zisizo sahihi, zinazokosekana au zilizochelewa kuripoti tatizo linalowezekana la usalama wa kitabibu kupitia njia sahihi

Sifa na uzoefu wa kawaida

Sifa ya msingi ya usimamizi wa huduma za TEHAMA, sifa ya kiwango cha 3 katika TEHAMA, au uzoefu unaolingana.

Muhtasari wa Daraja la 4

Maarifa: Ujuzi wa kina wa eneo la kazi, kwa kawaida kutokana na stashahada, uanagenzi, au uzoefu unaolingana.
Uhuru wa kutenda: Hufanya kazi ndani ya miongozo; hutatua matatizo mengi ya kila siku; meneja anapatikana kwa ushauri.
Wigo: Kazi yake na huduma au mchakato uliobainishwa.
Uongozi: Anaweza kusimamia timu ndogo au kuratibu kazi za wengine.
Uwajibikaji: Utoaji wa huduma au mchakato uliobainishwa.

Tathmini ya kazi (ya kielelezo)

Kigezo	Kiwango	Muhtasari wa kiwango	Alama
Ujuzi wa mawasiliano na kujenga mahusiano	3	Hutoa taarifa za kawaida zinazohitaji busara au ushawishi, au taarifa tata au nyeti, au mafunzo rahisi kwa makundi.	21
Maarifa, mafunzo na uzoefu	4	Taratibu mbalimbali, nyingi zikiwa si za kawaida, zinazohitaji nadharia ya kati (kwa mfano stashahada au uzoefu unaolingana).	88
Ujuzi wa uchambuzi na uamuzi	3	Hufanya maamuzi kuhusu ukweli au hali mbalimbali zinazohitaji uchambuzi au ulinganisho wa chaguzi.	27
Ujuzi wa kupanga na kuratibu	2	Hupanga kazi au shughuli rahisi, baadhi zikiendelea.	15
Ujuzi wa kimwili	3	Ujuzi uliokuzwa unaohitaji kasi au usahihi, kama vile matumizi ya hali ya juu ya kibodi.	27
Wajibu wa huduma kwa wagonjwa na wateja	1	Huwasaidia wagonjwa, wateja au ndugu wakati wa mawasiliano ya bahati.	4
Wajibu wa sera na uendelezaji wa huduma	2	Hutekeleza sera za eneo lake na kupendekeza mabadiliko ya mazoea yake.	12
Wajibu wa rasilimali za fedha na mali	2	Hushughulikia fedha taslimu au vitu vya thamani, hutunza vifaa vinavyotumiwa na wengine, hudhibiti akiba ya bidhaa, au huidhinisha malipo madogo.	12
Wajibu kwa watu	1	Huonyesha taratibu zake za kazi kwa wenzake wapya au wenye uzoefu mdogo.	5
Wajibu wa rasilimali za taarifa	3	Huandika muhtasari rasmi wa vikao, mara kwa mara huandika ripoti au hoja za data, au hutunza mifumo ya taarifa kama jukumu muhimu.	16
Wajibu wa utafiti na maendeleo	1	Hufanya tafiti au ukaguzi kwa ajili ya kazi yake; mara kwa mara hushiriki katika utafiti au majaribio.	5
Uhuru wa kutenda	2	Hufuata taratibu za kawaida na mifano ya awali; kwa kawaida kuna mtu wa kuuliza; kazi inaweza kukaguliwa.	12
Juhudi za kimwili	2	Kukaa au kusimama mara kwa mara katika nafasi finyu, au juhudi nyepesi hadi za wastani mara chache.	7
Juhudi za kiakili	3	Umakini wa mara kwa mara kwenye kazi isiyotabirika, au umakini wa muda mrefu mara chache.	12
Juhudi za kihisia	1	Kukumbana mara chache, au kukumbana kwa njia isiyo ya moja kwa moja mara chache, na hali zenye kusikitisha.	5
Mazingira ya kazi	2	Mazingira yasiyopendeza mara chache, safari za mara kwa mara au kazi za nje, au matumizi ya skrini karibu bila kikomo siku nyingi.	7
Jumla (Daraja la 4: 271 hadi 325)			275