12 general skills or competencies (Job family competencies) for Help Desk Support Specialist III
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)
Cites examples of best practices used in responding to customer requests, queries, and issues.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Collects data on reoccurring product or service issues to provide the appropriate level of support.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Communicates with customers to identify their issues and needs and provide service recommendations.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Creates customer-centered solutions to issues and concerns to drive end-to-end customer experience.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Adapts to new trends in customer service to streamline the customer support process across various channels.
See 4 More Skill Behaviors
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)
Cites examples of challenges and issues that affect end-user training.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Assists with end-user training to understand required features and functions of future technologies.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Adheres to our training processes to ensure consistency in delivering end-user training.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Creates training materials for end-users to optimize the value derived from applications.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Champions activities to empower end-users to maximize performance for specific roles.
See 4 More Skill Behaviors
8 soft skills or competencies (core competencies) for Help Desk Support Specialist III
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)
Cites examples of SOP practices in our business operations.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Compiles and maintains SOPs under our current policies and directions.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Ensures internal SOPs are in compliance with industry standards and regulations.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Develops and delivers training programs to ensure our SOPs are fully communicated and adhered to.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Champions the adoption of SOP to foster efficiency and consistency.
See 4 More Skill Behaviors
Skill definition-The capability of consistently delivering outstanding customer experiences to meet and even exceed customers' expectations.
Level 1 Behaviors
(General Familiarity)
Explains the definition and characteristics of service excellence.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Provides timely response to customers' complaints, feedback, and comments.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Follows through on customers' complicated questions, requests, and complaints.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Directs service design programs to optimize service delivery and customer experience.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Explores innovative service models and processes to exceed client expectations.
See 4 More Skill Behaviors
Summary of Help Desk Support Specialist III skills and competencies
There are 0 hard skills for Help Desk Support Specialist III.
12 general skills for Help Desk Support Specialist III, Customer Support, End-User Training, Remote Support, etc.
8 soft skills for Help Desk Support Specialist III, 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 III, he or she needs to be proficient in Standard Operating Procedures (SOP), be proficient in Service Excellence, and be skilled in Attention to Detail.