Administrator (Support & Operations)

Job Summary

Service Desk Staff

(Job Description – Qualities and Skill, Tools and Technology usage)

Qualities for staff include:

• Accepts change and adapts easily

• Learns quickly

• Multi-tasks

• Good temperament (patient, empathetic)

• Problem-solver

• Customer service approach

• Accepts personal accountability

• Self-motivated

• Team player

• Follows policies, procedures and guidelines

• Continually improves

• Calm under pressure

Skills for staff include:

• Communication – Listening, Writing, Verbal, Non-verbal, Questioning

• Knowledge – Technical, Business, ITSM (useful)

• Customer service – Troubleshooting, Problem solving

• Increased numbers of incidents and service requests resolved

• The potential to restore services faster

• The potential to improve customer satisfaction

• Provides an opportunity for analysts to educate customers to be more self-sufficient

• Time management

• Personal organizational skills

Tools and Technology Usage include: Remote support, instant messaging, e-mail, chat to:

• Restore the customer’s technology to a functioning state

• Overcome communication barriers

• Enhance the customer and service desk relationship

• Improve first contact resolution rate

• Reduce the number of escalated calls

• Reduce lost customer productivity by reducing time to resolution

Key Responsibilities

Service Desk Staff

(Job Description – Qualities and Skill, Tools and Technology usage)

Qualities for staff include:

• Accepts change and adapts easily

• Learns quickly

• Multi-tasks

• Good temperament (patient, empathetic)

• Problem-solver

• Customer service approach

• Accepts personal accountability

• Self-motivated

• Team player

• Follows policies, procedures and guidelines

• Continually improves

• Calm under pressure

Skills for staff include:

• Communication – Listening, Writing, Verbal, Non-verbal, Questioning

• Knowledge – Technical, Business, ITSM (useful)

• Customer service – Troubleshooting, Problem solving

• Increased numbers of incidents and service requests resolved

• The potential to restore services faster

• The potential to improve customer satisfaction

• Provides an opportunity for analysts to educate customers to be more self-sufficient

• Time management

• Personal organizational skills

Tools and Technology Usage include: Remote support, instant messaging, e-mail, chat to:

• Restore the customer’s technology to a functioning state

• Overcome communication barriers

• Enhance the customer and service desk relationship

• Improve first contact resolution rate

• Reduce the number of escalated calls

• Reduce lost customer productivity by reducing time to resolution

Skill Requirements

Service Desk Staff

(Job Description – Qualities and Skill, Tools and Technology usage)

Qualities for staff include:

• Accepts change and adapts easily

• Learns quickly

• Multi-tasks

• Good temperament (patient, empathetic)

• Problem-solver

• Customer service approach

• Accepts personal accountability

• Self-motivated

• Team player

• Follows policies, procedures and guidelines

• Continually improves

• Calm under pressure

Skills for staff include:

• Communication – Listening, Writing, Verbal, Non-verbal, Questioning

• Knowledge – Technical, Business, ITSM (useful)

• Customer service – Troubleshooting, Problem solving

• Increased numbers of incidents and service requests resolved

• The potential to restore services faster

• The potential to improve customer satisfaction

• Provides an opportunity for analysts to educate customers to be more self-sufficient

• Time management

• Personal organizational skills

Tools and Technology Usage include: Remote support, instant messaging, e-mail, chat to:

• Restore the customer’s technology to a functioning state

• Overcome communication barriers

• Enhance the customer and service desk relationship

• Improve first contact resolution rate

• Reduce the number of escalated calls

• Reduce lost customer productivity by reducing time to resolution

Other Requirements

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