12 general skills or competencies (Job family competencies) for Help Desk Support Specialist I
Skill definition-Providing responsive and relevant support to customers to address issues and problems on our products or services and ensure customer satisfaction.
Level 1 Behaviors
(General Familiarity)
Lists customer service tools used to track customer interactions and improve service delivery.
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Level 2 Behaviors
(Light Experience)
Supports the planning and execution of customer service tactics to improve service quality.
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Level 3 Behaviors
(Moderate Experience)
Uses metrics in analyzing areas of opportunities for customer service.
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Level 4 Behaviors
(Extensive Experience)
Trains and guides teams on effective techniques in customer service to retain customers and increase value.
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Level 5 Behaviors
(Mastery)
Leads customer support operations to monitor and determine growth opportunities for customer satisfaction.
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Skill definition-Creating and utilizing interactive guidance and learning methods to help users gain a full understanding of products and services.
Level 1 Behaviors
(General Familiarity)
Lists the support and learning tools used in providing end-user training.
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Level 2 Behaviors
(Light Experience)
Gathers requirements to support system validation and end-user training.
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Level 3 Behaviors
(Moderate Experience)
Updates and tests training curriculum to fulfill and improve knowledge and roles of end-users.
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Level 4 Behaviors
(Extensive Experience)
Monitors KPIs to measure the effectiveness of delivered end-user training programs.
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Level 5 Behaviors
(Mastery)
Leads training operations to optimize service availability and usability for end-users.
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8 soft skills or competencies (core competencies) for Help Desk Support Specialist I
Skill definition-A set of written instructions that describes the step-by-step activities to complete tasks in compliance with business standards and industry regulations.
Level 1 Behaviors
(General Familiarity)
Lists the typical processes of SOP development.
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Level 2 Behaviors
(Light Experience)
Participates in the implementation of new SOPs and enhancement of existing ones.
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Level 3 Behaviors
(Moderate Experience)
Modifies SOPs accordingly to reflect changes in our business practices and policies.
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Level 4 Behaviors
(Extensive Experience)
Optimizes the current SOP development and implementation processes.
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Level 5 Behaviors
(Mastery)
Leads cross-functional efforts to develop and implement SOPs across our organization.
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Skill definition-The capability of consistently delivering outstanding customer experiences to meet and even exceed customers' expectations.
Level 1 Behaviors
(General Familiarity)
Names popular customer service Key Performance Indicators (KPIs) and metrics.
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Level 2 Behaviors
(Light Experience)
Utilizes the tools and systems properly to manage customer service tasks.
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Level 3 Behaviors
(Moderate Experience)
Identifies and investigates emerging issues in service delivery; suggests improvement measures.
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Level 4 Behaviors
(Extensive Experience)
Looks for long-term benefits to the customer and adjusts service delivery accordingly.
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Level 5 Behaviors
(Mastery)
Leads business process design and re-design to enhance high-quality service delivery.
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Summary of Help Desk Support Specialist I skills and competencies
There are 0 hard skills for Help Desk Support Specialist I.
12 general skills for Help Desk Support Specialist I, Customer Support, End-User Training, Remote Support, etc.
8 soft skills for Help Desk Support Specialist I, Standard Operating Procedures (SOP), Service Excellence, Attention to Detail, etc.
While the list totals 20 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Help Desk Support Specialist I, he or she needs to be proficient in Standard Operating Procedures (SOP), be proficient in Service Excellence, and be proficient in Attention to Detail.