Deals with digital problems when they happen in the workplace and can find and implement solutions
On this page you'll find links to resources to help you deal with digital problems when they happen in the workplace and find and implement solutions.
Select your current capability level to jump to aligned resources:
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Not at Level 1
Deals with digital problems when they happen in the workplace and can find and implement solutions
Not at Level 1 - I need to build up my confidence so that I can cope with technical challenges that I experience day-to-day (e.g. restarting my device, changing passwords, or installing new versions of software, when prompted).
Keep a note of the technical challenges that you experience on a regular basis. Think about who you could speak to within your organisation to help you find solutions so that you can resolve issues yourself going forwards. This might be your line manager, someone in your team or an IT colleague. When you are discussing the challenges, take notes that you can refer back to in the future.
If there are digital terms or phrases that you would like to know more about (e.g. Application, Cookie, Download, Hyperlink, and Search Engine), have a look at these resources for definitions and further information:
For further resources, visit the Using Technology page of the Digital and Data Resource Hub.
Level 1
Deals with digital problems when they happen in the workplace and can find and implement solutions
Level 1- I can cope with the familiar technical challenges and maintenance tasks that I experience day-to-day (e.g. restarting my device, changing passwords, or installing new versions of software, when prompted).
Find out if your organisation provides any support information for using technology. This information might available in some of the following places, but if not, speak to your line manager about how to access help:
- IT Helpdesk self-help information or FAQs
- System user guides or crib sheets
- Help sections within systems
- Instruction manuals for devices
Read this useful guide to be prepared in case your computer freezes, and get some advice on things you can do to prevent this happening: Digital Unite - My Computer Keeps Freezing – Help!
The most common cause of a slow computer is a lack of space. This web page gives some useful tips on how to free up space which should help: Digital Unite - Why is My Computer So Slow?
If you are experiencing a slow or poor internet connection, this guide gives some helpful ways to help improve your internet speeds and keep a stable connection: Digital Unite - Troubleshooting a Poor Internet Connection
It's important that you regularly apply updates to keep your devices protected. Find out more on this webpage: Scottish Social Services Council (SSSC) - Thing 5: Updates
This information might help you to resolve technical challenges by yourself, but always remember to speak to your IT colleagues if you're not sure or need further assistance.
For further resources, visit the Using Technology page of the Digital and Data Resource Hub.
Level 2
Deals with digital problems when they happen in the workplace and can find and implement solutions
Level 2 - I can independently resolve most day-to-day technical challenges and maintenance tasks and am comfortable trying to investigate issues I have not come across before, reporting if need be.
When investigating and resolving digital issues, there are a-few key steps to remember:
- Isolate the problem - work through the steps you are undertaking to pinpoint exactly when and where the problem occurs. Pay attention to any error messages and what they are telling you, taking screenshots where possible.
- Describe the problem - before you start to look for help, document the problem. Put yourself in the shoes of the person that's going to try to help you and consider what information they'd need. Be specific and avoid using any generic phrases like ‘it doesn’t work'. Include descriptions or screenshots of any error messages, exactly what you're doing when the error messages appear and information about your device setup and software versions.
- Ask for help - use your description of the problem to start looking for help.
- Always start by searching online for an answer as your issue may be a common one that others have experienced.
- Ask a colleague, your line manager or a digital champion.
- Are you a member of any networks where you could share your problem description and ask for help?
- Contact your IT department.
Have a look at this article for some tips on how to prevent and resolve some common technical challenges: Forbes - 16 Tips To Help Remote Workers Solve Tech Issues (And Avoid Them In The First Place)
Use these resources to help you investigate any Microsoft issues or queries:
- Microsoft - How to Get Started with Microsoft Community - An introduction to Microsoft Community, which helps answer your Microsoft product and service questions with responses from other knowledgeable community members.
- Microsoft - Microsoft Community - Search the existing answers to questions on Microsoft products, or ask your own question.
- Microsoft - Feedback Portal - Search to see if others are having the same issues as you, and share your feedback to help make improvements to Microsoft products.
To keep your computer running smoothly it is recommended that you "clean" your system. This guide will take you through various ways of doing this including clearing your internet browsing data, getting rid of unnecessary files, and removing programs you don't use: Digital Unite - How to Clean Your Computer System Software – Windows
This information might help you to resolve technical challenges by yourself, but always remember to speak to your IT colleagues if you're not sure or need further assistance.
For further resources, visit the Using Technology page of the Digital and Data Resource Hub.
Level 3
Deals with digital problems when they happen in the workplace and can find and implement solutions
Level 3 - I am confident resolving many technical challenges that arise, troubleshooting where necessary, and know when and how to escalate.
Share your knowledge of resolving technical challenges by identifying opportunities to help others. This might include:
- Offering to assist colleagues with any digital issues that arise, guiding them to clearly define and articulate the problem they are encountering.
- Get involved in networks or communities where you can contribute by answering digital questions. One good example of this is the KIND Learning Network where members of the knowledge information and data (KIND) workforce from across health and social care support each other with technical queries. Find out more about KIND and other networks that might be of interest here: NHS Education for Scotland (NES) - Join our Networks
- Join or set up a digital champions programme to create a community where members can help each other to resolve technical challenges. Find out more about digital champion networks here: NHS Education for Scotland (NES) - Digital Champion Networks
For further resources, visit the Using Technology page of the Digital and Data Resource Hub.
