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Experiences

Activities and responsibilities likely to be required when working at this level

• Creating communications for service users
• Developing user guides and general user information
• Organising user groups and gathering feedback, and reporting back to senior managers
• surveying users to find out about the user experience
• Facilitating two way dialogue between users and IT
• ÌýRepresent IT at various UCL meetings, e.g. departmental/faculty meetings
• Building and maintaining relationships with the users of specific services;
• Maintaining relationships with external organisations relating to specific services
• Provide input to supplier review
• Responding to jobs through the ticketing system and supporting the customer/user;
• Dealing with customer relationshipsÌý
• Analysing the jobs raised and finding the most appropriate course of action to resolve this;
• Recording engagement interactions with customers and tracking progress
• Understanding the peaks and troughs in demand of services and the patterns of business activity
• Event management support, e.g. communication with room bookings

Personal and professional development

Development options to consider when working towards this level

Learning on the job

• Managing mini-projects
• Develop a deeper understanding of the HE/research sector

Learning from othersÌýÌý

• Work shadowing
• Coaching
• Join a Community of Practice (CoP)
• Joining external groups and mailing lists
• Reading trade magazines

Formal learning

• LinkedIn Learning
• Courses in writing communications for the web, etc.
• Presentation skills

Transferable skills and competencies

UCL uses the Universal Competency Framework (UCF) to discuss transferable skills. Find out moreÌýdetails on the framework.

Analysing

• Analysing and evaluating information
• Testing assumptions and investigating
• Producing solutions
• Making judgements
• Demonstrating systems thinking

Presenting and communicating information

• Speaking fluently
• Explaining concepts and opinions
• Articulating key points of an argument. Presenting and public speaking
• Projecting credibility
• Responding to an audience

Writing and reporting

• Writing correctly
  Writing clearly and fluently
  Writing in an expressive and engaging style
  Targeting communication

UCL Ways of Working

These describe expected behaviours in line with UCL culture and values.Ìý For Ways of Working indicators and steps to development please refer to theÌýWays of Working website.Ìý