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)
Describes the process flow in delivering customer care support.
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Level 2 Behaviors
(Light Experience)
Documents customer interactions to track the promptness and effectiveness of provided resolutions.
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Level 3 Behaviors
(Moderate Experience)
Handles complex issues and inquiries of customers to avoid escalations and increase service.
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Level 4 Behaviors
(Extensive Experience)
Evaluates alternative service delivery mechanisms to satisfy customer requests and needs.
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Level 5 Behaviors
(Mastery)
Designs operational workflows to ensure quality technical support and positive customer feedback.
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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)
Describes the possible outcomes of providing effective training to end-users.
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Level 2 Behaviors
(Light Experience)
Assists with end-user training to understand required features and functions of future technologies.
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Level 3 Behaviors
(Moderate Experience)
Aligns training approach with end-user needs to meet service expectations.
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Level 4 Behaviors
(Extensive Experience)
Creates training materials for end-users to optimize the value derived from applications.
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Level 5 Behaviors
(Mastery)
Champions activities to empower end-users to maximize performance for specific roles.
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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)
Identifies our internal and external sources for the SOPs we need.
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Level 2 Behaviors
(Light Experience)
Gathers information on workflows and business controlling points.
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Level 3 Behaviors
(Moderate Experience)
Maintains the accuracy of SOPs to provide consistent guidance in our workplace.
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Level 4 Behaviors
(Extensive Experience)
Leverages the use of SOPs to solve business and operation problems.
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Level 5 Behaviors
(Mastery)
Keeps abreast of industry regulation and its effect on our internal SOPs.
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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)
Identifies internal policies and resources on customer service.
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Level 2 Behaviors
(Light Experience)
Resolves common client inquiries and problems effectively following standard guidelines.
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Level 3 Behaviors
(Moderate Experience)
Follows through on customers' complicated questions, requests, and complaints.
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Level 4 Behaviors
(Extensive Experience)
Leverages the use of technologies and tools to improve service efficiency and standards.
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Level 5 Behaviors
(Mastery)
Keeps up to date with customer service trends and updates our organizational best practices accordingly.
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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.