Source document: https://docs-lawep.s3.us-east-2.amazonaws.com/1697724716793.pdf (Canada)
Competency Profile for Information Technology IT - Technical Support ADAPTABILITY Adapting in order to work effectively in ambiguous or changing situations, and with diverse individuals and groups Level 3: Adapts to widely varying needs.

• Adapts to new ideas and initiatives across a wide variety of issues or situations.

• Supports major changes that challenge traditional ways of operating.

• Adapts interpersonal style to highly diverse individuals and groups in a range of situations.
• Adapts own plans and priorities in anticipation of change.

CLIENT FOCUS Providing service excellence to internal and/or external clients, addressing immediate and evolving client needs Level 3: Provides added value.

• Looks for ways to add value beyond clients’ immediate requests.

• Addresses underlying and long-term client needs.

• Enhances client service delivery systems and processes.

• Anticipates clients’ upcoming needs and concerns.
EXEMPLIFYING INTEGRITY Treating others fairly, honestly and respectfully, furthering the integrity of the organization and its relationships of trust within the work environment and in the broader community Level 1: Acts in fair and ethical manner toward others.

• Treats everyone equally with fairness, honesty and respect all the time.

• Refrains from behaviour or language that is exclusionary or offensive.

• Focuses on organizational success rather than personal gain.
• Follows through consistently on promises and commitments made to others.

• Presents facts and circumstances transparently, no matter how difficult the facts may be.

• Guards confidential and sensitive information, passing it on only to those that need to know.

• Maintains ethical principles even in the most challenging circumstances.
© 2018 HRSG All rights reserved Page 1 of 3 Competency Profile for Information Technology IT - Technical Support LIBRARY OF PARLIAMENT ATTENTION TO DETAIL Working in a conscientious, consistent and thorough manner to ensure accuracy and the quality of work products and services delivered Level 3: Demonstrates concern for thoroughness and accuracy.

• Identifies multiple sources of and approaches to information to ensure that details are addressed.

• Reviews the work of others for accuracy and thoroughness.
• Follows up to ensure tasks are completed and commitments are met by others.

• Verifies that work has been done according to procedures and standards.

RESILIENCE Staying energized, productive and focused in the face of challenges, ambiguity, change or strenuous demands, and creating a supportive environment that helps others become more resilient and productive Level 3: Adapts to ongoing or regular strenuous work demands.
• Retains perspective in the face of difficult or demanding situations (pervasive ambiguity, frequent change, heavy workloads).

• Describes disruptions as challenges rather than threats.

• Adjusts personal coping mechanisms to deal with disruptions.
TECHNICAL AND FUNCTIONAL CAPABILITY Understanding and applying technical and functional knowledge and skills to accomplish work objectives, while keeping up to date with new developments in the subject area and continuing to enhance skills Level 4: Demonstrates advanced knowledge and ability.

• Deals with new or complex issues in the technical or functional area.

• Adapts approaches in novel situations.

• Explains advanced or complex concepts and methods.
• Guides others in the technical or functional area.

• Makes recommendations on the best course of action in complex situations.

© 2018 HRSG All rights reserved Page 2 of 3 Competency Profile for Information Technology IT - Technical Support LIBRARY OF PARLIAMENT ANALYTICAL THINKING Analyzing and synthesizing information to understand issues, identify options and support sound decision-making Level 2: Identifies critical relationships in information.
• Identifies critical connections and patterns in information and data.

• Draws logical conclusions based on an in-depth analysis of information.

• Recognizes causes and consequences of actions and events that are not readily apparent.

• Anticipates obstacles in considering next steps.


INITIATIVE Dealing with situations and issues proactively and persistently, seizing opportunities that arise Level 3: Addresses imminent issues or opportunities (“imminent” does not necessarily mean that a crisis is involved).

• Takes action to avoid an imminent problem.

• Capitalizes on an imminent opportunity.

• Suggests ways to achieve better results or add value beyond the current situation.
• Perseveres in seeking opportunities to advance organizational objectives in the near term.

PLANNING AND ORGANIZING Making and following plans and allocating resources effectively to reach goals that are central to organizational success Level 2: Plans and organizes group activities.

• • Identifies who needs to be involved and when.

Identifies who will do what, when, taking into account group members’ skills, needs and, if possible, preferences.

• Sets timelines and work steps.


• Monitors progress and use of resources (e.g., people, supplies, money).

• Makes needed adjustments to timelines, steps and resource allocation.

• Plans the accomplishment of next steps.

© 2018 HRSG All rights reserved Page 3 of 3