Help Desk Level Competencies

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1 Help Desk Level Cmpetencies Level 1 Take user calls and manage truble tickets Ability t staff and manage the rganizatins helpdesk and effectively respnd t rutine custmer calls Ability t use prper grammar and spelling in dcumenting truble tickets Ability t use the rganizatin's truble ticket system t lg calls, update status and dcument reslutins Ability t escalate prblems t the apprpriate IT grup fr reslutin Understanding f the benefits f using the crpratin's standard greeting in supprting custmers Trublesht prblems Ability t effectively answer custmer questins abut desktp systems and telephnes. Ability t prvide custmers first level trubleshting assistance Knwledge f latest IT technlgies and hw they may apply Prvide custmer service supprt and training Ability t prvide persnal cmputer peratins desk side supprt Wrking knwledge f the respnsibilities f the help desk peratr Ability t identify, manage and vercme barriers t cmmunicatin Ability t independently perate a help desk and assist custmers with needs and prblems Ability t effectively cmmunicate with custmers Knwledge f the rganizatin's hardware and sftware usage plicies and ability t apply plicy in supprting custmers Ability t assist and prvide instructin n the basics f back-up and recvery f user disk files Ability t install, cnfigure and prvide instructin n basics f using cmmn ffice sftware tls Ability t slicit custmer feedback and use the infrmatin t imprve custmer service Ability t assist and prvide instructin n the use f the rganizatin's telephne system Prvide system maintenance and tracking Ability t emply basic prcedures fr user accunt management and access Ability t supprt the rganizatin's printer systems

2 Ability t physically clean and maintain lcal and netwrk devices Ability t evaluate user sftware fr license cmpliance and currency Ability t effectively manage IT assets including inventries, acquisitin and dispsal f equipment Ability t maintain and repair basic desktp cmputer cmpnents and peripherals used in the rganizatin Install and upgrade PC and netwrk devices Ability t install and test server r persnal cmputer sftware upgrades Ability t install and cnfigure persnal cmputer perating system sftware Ability t prvide mve, add and change supprt fr users accunts, cmputer equipment and telephnes Ability t effectively remve ld cmputer equipment and cabling Level 2 Take user calls and manage truble tickets Knwledge f the rganizatin's truble ticket system and ability t use it t assess custmer needs and imprve helpdesk service Knwledge f the rganizatin's truble ticket system and ability t use it t assess custmer needs and imprve helpdesk service Ability t prvide timely and effective status updates t custmers Ability t assess and escalate serius r unusual prblems t the apprpriate IT grup fr reslutin Ability t prvide standard truble ticket status reprts t management Wrking knwledge f the variables determining pririty/severity f a call Ability t mnitr help desk wrklad and priritize truble tickets t effective use time Trublesht prblems Ability t use the rganizatin's prblem management prcess and access the resurces needed in reslving prblems Ability t supprt and trublesht advanced ffice applicatins Ability t mnitr rganizatin's IT service quality and recgnize and respnd t service quality abnrmalities Ability t develp, test and implement slutins t prblems detected during trubleshting Ability t use existing resurces t btain knwledge n the rganizatin's netwrk devices

3 Ability t prvide custmers remte trubleshting assistance frm the helpdesk r persnal wrkstatin Knwledge f latest IT technlgies and hw they may apply Prvide custmer service supprt and training Demnstratin f a service-based attitude in dealing with custmers Ability t use active listening techniques t imprve cmmunicatin with custmers Ability t practively manage cmmunicatins and liaisn with custmers and technical grups using regular updates and status reprts Ability t use that rganizatin's prcedures, including surveys, escalatin and ther tls fr analyzing custmer assistance call trends and systemic prblems Ability t prvide basic PC and telephne security training fr users Ability t supprt and train users in the use f self-help tls implemented in the rganizatin Ability t assess training needs and develp new training r self-help materials Prvide system maintenance and tracking Ability t apply basic security measures fr internet, help desk, and desktp peratins Ability t apply basic security measures fr internet, help desk, and desktp peratins Ability t update and cnfigure desktp/pc OS, BIOS and drivers Ability t install and netwrk persnal cmputer perating systems Ability t evaluate netwrk and supprt tl sftware fr license cmpliance and currency Ability t successfully administer and manage and telephne accunts Ability t perfrm netwrk services back-ups and recveries Install and upgrade PC and netwrk devices Ability t install new applicatin sftware n servers and user PCs Ability t rder IT hardware, sftware and supplies within rganizatin's guidelines Ability t prvide mve, add and change supprt fr users accunts, cmputer equipment and telephnes Ability t prepare a site and develp a basic wrk plan fr an IT installatin Ability t install, cnfigure and repair basic cmputer hardware and sftware Ability t install, terminate and test a variety f netwrk cabling cnfiguratins Ability t cnfigure and dcument LAN and netwrk device sftware

4 Level 3 Take user calls and manage truble tickets Ability t prvide standard and/r special status reprts n the entire truble ticket system Ability t gather and use custmer inquires, feedback and call trends t imprve quality f service Ability t use surveys t assess and imprve the rganizatin's help desk and desk side service quality Ability t use cmmn metrics t assess quality f help desk supprt Knwledge f the rganizatin's call mnitring system and hw it can help t imprve perfrmance Trublesht prblems Ability t analyze majr netwrk r help desk prblems and research slutins Ability t develp, test and implement slutins t unique r unusual prblems detected during trubleshting Ability t dcument and cmmunicate prblems, slutins and the implementatin prcess Knwledge f latest IT technlgies and hw they may apply Knwledge f established trubleshting guidelines and prcedures and ability t use them Ability t set up and dcument new trubleshting prcedures Ability t use pen and clsed questins in trubleshting prblems with custmers Prvide custmer service supprt and training Knwledge f the peratins f ther technical grups and ability t effectively prvide liaisn fr users with these grups Ability t identify and develp new r imprved user training Understanding f knwledge management principles and hw they are implemented in the rganizatin Prvide system maintenance and tracking Knwledge f infrmatin security and hw prmpt reprting f security breaches mitigate ptential prblems Ability t manage and supervise help desk services Install and upgrade PC and netwrk devices Ability t install and prperly cnfigure wireless end user netwrk devices and cnnectins Basic ability t install new netwrk architectures r cnfiguratins

5 Ability t cnduct large scale sftware deplyments Knwledge f the design and installatin f netwrk cabling Basic understanding f the rganizatin's netwrk and LAN architectures and supprting technlgies

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