Problem solving skills for a range of unpredictable problems involving IT-based equipment used for client's business activities Ability to analyse current system practices and system composition and to suggest improvements to them, as part of the development of strategic initiatives Communication skills in relation to analysis, evaluation and presentation of information Teamwork skills involve the contribution to solutions and goals of a non-routine or contingency nature, such as problems that may appear in a networked PC environment (LAN and WAN), particularly with newly installed equipment Presentation skills in relation to providing information (e.g. reporting and making recommendations on new models of component maintenance schedules in response to perhaps pre-existing inadequate measures) Negotiation skills in relation to clients and applied to a defined range of predictable problems related to maintenance of client equipment Report writing skills for business, involving analysis and evaluation of information in such areas as maintenance schedules for IT equipment, level of service required, SLA, cost and viability, response time levels, escalation procedures with clients, warranty conditions with suppliers and presenting proposals for improvements to the servicing system in general Change management skills in relation to maintaining the continuity of IT operations and business functions, in carrying out upgrading of the system in its service levels or repair or replacement of equipment or software, in order to avoid unnecessary disruption to client business activities Customer service skills in relation to maintaining the continuity of IT operations and business functions. Communication and conflict resolution skills for handling difficult clients Risk analysis skills in relation to maintaining the continuity of IT operations and business functions |