The Manager's Guide to the Help Desk Specialist Role
This Manager's Guide includes:
The complete set of 78 Competencies expected from the role
Interview questions for determining a candidate's skill level in each of 78
Coaching tips for helping incumbent to advance their skills in each of the 78
Development goals to help measure incumbents' progress in each of the 78
Recommended resources for progressing education in each of the 78
Roles and Responsibilites
The primary responsibility of the Help Desk Specialist is internal or external customer service and relationship management, first line of support, desktop technology support and help desk, site support functions.
The Help Desk Specialist provides in-depth support and leads problem solving and implementation efforts for specific technology products or applications.
A typical job description for the Help Desk Specialist role may include:
Provides support to end users on a variety of issues.
Identifies, researches, and resolves technical problems.
Responds to telephone calls, email and personnel requests for technical support.
Documents, tracks and monitors the problem to ensure a timely resolution.
May require an associate's degree in a related area and 0-2 years of experience in the field or in a related area.
Has knowledge of commonly-used concepts, practices, and procedures within a particular field.
Relies on instructions and pre-established guidelines to perform the functions of the job.
Works under immediate supervision.
Primary job functions do not typically require exercising independent judgment.
Typically reports to a supervisor or manager.
The Help Desk Specialist typically serves as member of first line management and is considered a senior professional within the organization. As such, the Help Desk Specialist provides team or technical supervision. The organization will depend on this person's expertise and experience with complex technical activities. The Help Desk Specialist generally is responsible for project management and consulting.
Help Desk Specialist Job Responsibilities
The Help Desk Specialist generally has the following
Works with callers and other help desk specialists to resolve normal and unusual information system problems.
Evaluates the efficiency of new tools and utilities, used for help desk services.
Monitors and categorizes incoming calls, analyzes frequently-asked questions and defines procedures.
Participates in the analysis of client-identified issues or problems which may require changes to procedures, standards or systems.
Help Desk Specialist Competencies
The complete Help Desk Specialist Manager's Guide
includes the 78
key competencies expected of Help Desk Specialist. The report defines each Competency
in detail. The report also explains what level of proficiency Help Desk Specialist
should have in that Competency, as well as how important that Competency is to performing
the role well.
Among the 78 Competencies for Help Desk Specialist is...
Application Delivery Process
You may observe several behaviors in a person that could be strong indicators of his or her capabilities in the Application Delivery Process competency. The Help Desk Specialist is expected to demonstrate Extensive experience in the Application Delivery Process competency. To demonstrate Extensive experience in the Application Delivery Process competency, one should demonstrate knowledge of and ability to utilize major tasks, deliverables, and formal application delivery methodologies to deliver new or enhanced applications.
Performs all major development and delivery phases and activities.
Supervises the full spectrum of delivery activities on multiple development projects.
Contrasts the benefits, drawbacks and appropriateness of different methodologies.
Utilizes industry experience and benchmarks to evaluate the effectiveness of methodologies applied during the application delivery process.
Oversees the development of best practices documentation for all major activities and tasks.
Evaluates the relative criticality, risk and potential reward of each and all major tasks.