Service Desk Professional

2009 Service Desk Professional Quality, Skills and Attributes Submitted to Sathish Rajamani By Chirag Patoliya 5/20/2009 What is Service Desk? A Service Desk is a primary IT capability called for in IT Service Management (ITSM) as defined by the Information Technology Infrastructure Library (ITIL). It is intended to provide a Single Point of Contact (SPOC) to meet the communications needs of both Users and IT and to satisfy both Customer and IT Provider objectives. Specific job responsibilities for Technical Support: Here is the roles and responsibility of service desk professional for the specific technical support for both hardware and software.            Escalate hardware/software problems where required. Provide initial support for products unique to the location or business group within a specific location. Provide technical support for the various business practice specific and customer proprietary software programs. Install, configure and troubleshoot new software, updates and patches. Troubleshoot hardware conflicts (i.e. BlackBerry, printers, and scanners). Other projects as assigned by Management. Follow defined staffing schedule (weekend, evening) Detailed information about every call: contact information, contact telephone number, site location, detailed. Description of problem; detailed documentation for event log. Meet Service Level Agreements (SLA) set by the client. Ability to work evenings and weekends. Key competencies required: Technical Skills:        Proficient in Microsoft Office Applications, Windows 2000/2003/XP, and Internet Explorer. Proficient in understanding hardware and software problems. Must have excellent customer service and time management skills. 1-3 years previous user support experience in same domain. Excellent telephone manner. Experience of using call logging software. Strong knowledge of Microsoft based operating systems with emphasis on Windows 2000 / 2003, XP and Vista.    Experience with using and troubleshooting Outlook 2007 within a network environment (permissions, calendar sharing, delegation) Basic understanding of PC hardware set-up and configuration. MCP (Microsoft Certified Professional) or A+ certification would be desirable. Client Service:   Strong interpersonal and customer service skills. Bilingual (French, Spanish, German etc.) would be an asset Personal Effectiveness:       Aptitude for learning software quickly and with minimal instruction. Excellent communication skills - both written and oral. Ability to work both independently (with minimal supervision) as well as part of a team environment. Ability to follow direction and meet deadlines as required. Ability in meeting end user requirements and in providing high quality customer service. Ability to prioritize and organize your own schedule. References Service Desk. (n.d.). Retrieved 05 20, 2009, from Helpdesk Support Analyst Job Description: http://www.cvscreen.co.uk/JobDescription/HelpdeskAnalyst.Html Service Desk - Staff recruitment, responsibilities and rotation. (n.d.). Retrieved 05 20, 2009, from Help Desk: http://www.itil-itsm.info/Service-Desk-Staff-recruitment-responsibilities-and-rotation-,id44.html