Help Desk Technician
Competency-based
ONET: 15-1151.00
1
Years
53
Skills
360h
Related instructions
Classroom instruction topics
- A+ Computer Essentials & Support
- A+ Computer Operating Systems
On-the-job training
- Take user calls and manage trouble tickets Level I
- Ability to staff and manage the organizations help desk and effectively respond to routine customer calls
- Ability to use proper grammar and spelling in documenting trouble tickets
- Ability to use the organization's trouble ticket system to log calls, update status and document resolutions
- Ability to escalate problems to the appropriate IT group for resolution
- Understanding of the benefits of using the corporation's standard greeting in supporting customer
- Troubleshoot problems Level I
- Ability to effectively answer customer questions about desktop systems and telephones (including VoIP).
- Ability to provide customers first level troubleshooting assistance
- Knowledge of latest IT technologies and how they may apply
- Provide customer service support and training Level I
- Ability to provide desk side support
- Working knowledge of the responsibilities of the help desk operator
- Ability to identify, manage and overcome barriers to communication
- Ability to independently operate a help desk and assist customers with needs and problems
- Ability to effectively communicate with customers
- Knowledge of the organization's hardware and software usage policies and ability to apply policy in supporting customers
- Ability to assist and provide instruction on the basics of back-up and recovery of user disk files
- Ability to install, configure and provide instruction on basics of using common office software tools
- Ability to solicit customer feedback and use the information to improve customer service
- Ability to assist and provide instruction on the use of the organization's telephone system
- Take user calls and manage trouble tickets Level II
- Knowledge of the organization's trouble ticket system and ability to use it to assess customer needs and improve help desk service
- Ability to provide timely and effective status updates to customers
- Ability to assess and escalate serious or unusual problems to the appropriate group for resolution
- Ability to provide standard trouble ticket status reports to management
- Working knowledge of the variables determining priority/severity of a call
- Ability to monitor help desk workload and prioritize trouble tickets to effective use time
- Troubleshoot problems Level II
- Ability to use the organization's problem management process and access the resources needed in resolving problems
- Ability to support and troubleshoot advanced office applications
- Ability to monitor organization's service quality and recognize and respond to service quality abnormalities
- Ability to develop, test and implement solutions to problems detected during troubleshooting
- Ability to use existing resources to obtain knowledge on the organization's network devices
- Ability to provide customers remote troubleshooting assistance from the help desk or personal workstation
- Knowledge of latest IT technologies and how they may apply
- Provide customer service support and training Level II
- Demonstration of a service-based attitude in dealing with customers
- Ability to use active listening techniques to improve communication with customers
- Ability to proactively manage communications and liaison with customers and technical groups using regular updates and status reports
- Ability to use that organization's procedures, including surveys, escalation and other tools for analyzing customer assistance call trends and systemic problems
- Ability to provide basic PC and telephone security training for users
- Ability to support and train users in the use of self-help tools implemented in the organization
- Ability to assess training needs and develop new training or self-help materials
- Take user calls and manage trouble tickets Level III
- Ability to provide standard and/or special status reports on the entire trouble ticket system
- Ability to gather and use customer inquiries, feedback and call trends to improve quality of service
- Ability to use surveys to assess and improve the organization's help desk and desk side service quality
- Ability to use common metrics to assess quality of help desk support
- Knowledge of the organization's call monitoring system and how it can help to improve performance
- Troubleshoot problems Level III
- Ability to analyze major network or help desk problems and research solutions
- Ability to develop, test and implement solutions to unique or unusual problems detected during troubleshooting
- Ability to document and communicate problems, solutions and the implementation process
- Knowledge of latest IT technologies and how they may apply
- Knowledge of established troubleshooting guidelines and procedures and ability to use them
- Ability to set up and document new troubleshooting procedures
- Ability to use open and closed questions in troubleshooting problems with customers
- Provide customer service support and training Level III
- Knowledge of the operations of other technical groups and ability to effectively provide liaison for users with these groups
- Ability to identify and develop new or improved user training
- Understanding of knowledge management principles and how they are implemented in the organization
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