The key activity undertaken by the Service Desk is to manage Incidents and Events as effectively and as efficiently as possible. In order to facilitate this, Service Desk staff needs to have certain skills. It is the application of these skills, along with the use of an appropriate toolset that allows the Service Desk to be effective and efficient.
Skills required by Service Desk staff
Staff should be recruited with the skills listed below. Ongoing training is required to ensure that these skills are being translated into an effective service and to ensure that the quality of that service is consistent. Service Desk staff should be:
• Customer focused
• Business aware
• Service aware
• Technology aware
They should have:
• Good interpersonal skills
• The ability to translate the user description into an Incident narrative.
Training will be needed on:
• The processes used by the Service Desk
• Using the tool and relevant technology
• Problem-solving skills
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