From role 3.2 AI Service Support Specialist · EQF EQF5
Ensure effective user support for AI-enabled services by managing incidents, monitoring system performance, explaining AI behaviour to users, and implementing operational improvements related to user support practices in line with organisational procedures and service agreements.
1.1 Identify AI system components, functions, and common user interactions within AI-enabled services, such as chatbots, recommendation engines, or virtual assistants.
Assessed by Evaluation of AI system diagrams and written summaries showing correctly identified AI components, functions, and common user interactions for a selected AI-enabled service.
1.2 Apply standard procedures to resolve routine AI-related incidents and operational issues, using troubleshooting guides or predefined diagnostic tools.
Assessed by Review of incident resolution logs and diagnostic reports for routine AI-related issues, assessed for correct application of troubleshooting guides or predefined diagnostic tools and completeness of resolution evidence.
1.3 Record and escalate AI system incidents according to organisational guidelines and predefined SLAs, by documenting logs and user reports.
Assessed by Assessment of documented incident records and escalation reports, checked for complete logs, user reports, SLA references, escalation decisions, and alignment with organisational AI service procedures.
1.4 Explain to users the behaviour, outputs, and limitations of AI systems in a clear and understandable way, using examples or visual aids.
Assessed by Evaluation of user guidance materials and logged communications explaining AI behaviour, outputs, and limitations, assessed for clarity, correctness, user understandability, and use of examples or visual aids.
1.5 Monitor basic AI service performance indicators, such as response times, availability, and output quality, in dashboards or reporting tools.
Assessed by Review of AI performance monitoring reports and dashboards for accurate recording of response times, availability, output quality, completeness, and basic trend interpretation.
1.6 Implement simple improvements or adjustments to user support practices under existing procedures, such as updating FAQs, templates, or workflow checklists.
Assessed by Assessment of updated support templates, workflow checklists, and improvement logs showing simple adjustments to AI user support practices under existing procedures.