12 general skills or competencies (Job family competencies) for Help Desk Support Specialist II
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)
Explains the key metrics used in customer support delivery.
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Level 2 Behaviors
(Light Experience)
Informs teams on new information related to products and services.
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Level 3 Behaviors
(Moderate Experience)
Manages customer accounts to ensure timely support and resolution of customer issues and conflicts.
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Level 4 Behaviors
(Extensive Experience)
Sets key performance indicators to monitor and optimize the delivery of customer support.
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Level 5 Behaviors
(Mastery)
Improves policies in customer support to meet customer needs and minimize attrition.
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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)
Explains the importance of using appropriate training methods for end-users.
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Level 2 Behaviors
(Light Experience)
Documents automated procedures into end-user training material.
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Level 3 Behaviors
(Moderate Experience)
Participates in project meetings to proactively deliver new training content.
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Level 4 Behaviors
(Extensive Experience)
Determines the effectiveness and types of training needed to address identified gaps.
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Level 5 Behaviors
(Mastery)
Establishes metrics system to evaluate the performance of end-user training programs.
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8 soft skills or competencies (core competencies) for Help Desk Support Specialist II
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 II skills and competencies
There are 0 hard skills for Help Desk Support Specialist II.
12 general skills for Help Desk Support Specialist II, Customer Support, End-User Training, Remote Support, etc.
8 soft skills for Help Desk Support Specialist II, 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 II, he or she needs to be proficient in Standard Operating Procedures (SOP), be proficient in Service Excellence, and be skilled in Attention to Detail.