Information Technology Service Operations

Supports stakeholders by assessing and translating information technology into responsive solutions.

Key Behaviors
  • Develops metrics, critical success factors and key indicators to monitor and assess results.
  • Ensures continuous customer support and contact with customer.
  • Diagnoses problems in computer hardware or software and makes recommendations for problem resolutions.
  • Implements the most effective solutions to resolve organization and stakeholder/customer problems.
  • Uses knowledge of IT principles, methods and practices to plan, implement and coordinate services to diagnose and resolve problems, and ensure continuous service.
  • Applies knowledge of IT systems, methods and practices to support customers (e.g., help desk functions).

Developmental opportunities for this competency are available from the NIH Training Center.