Job Description: Intermediate-Level Staff
This section describes reporting hierarchy, job duties, and expertise-measurement processes for intermediate-level help-desk staff.
Position
Title: Intermediate Help-Desk Representative
Department: Help Desk
Reports to: Help-Desk Manager
Purpose
To provide quality support with a high degree of customer satisfaction, technical expertise, and timeliness.
Responsibilities
Provide expert and creative solutions to user problems to ensure user satisfaction and productivity.
Coordinate user and support issues among corporate sites to ensure timely distribution of knowledge and positive impact on user satisfaction and productivity.
Research, resolve, and respond to complex questions received via telephone calls, callbacks, or escalations, and provide support on electronic services, in accordance with current standards.
Acquire and maintain knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users.
Attend training sessions offered within the group and assist in training workshops.
Develop and provide technical coaching and mentoring to other help-desk and corporate employees.
Lead or participate in team projects that enhance the quality or efficiency of support.
May coordinate help-desk–wide special projects.
Lead and assist other help-desk staff in support of a major or complex product.
May act as product liaison for major products, working with other corporate departments and third-party developers to solve technical issues as needed.
Develop, define, and communicate user/technical service policies for products supported by the help desk.
May handle escalations as assigned.
Contacts
This position has frequent contact with help-desk users, peers, and managers. This position may also have contact with independent software vendors, resellers, or distributors.
Qualifications Recommended
The ideal candidate will have a four-year technical degree or the equivalent in work experience and two to three years of prior related experience. The candidate will have an ability to provide positive customer service and advanced communication, problem solving, and technical writing skills. Technical proficiency in relevant operating systems, applications, and/or languages is required. Programming and debugging skills may be required.
Intermediate-Level Help-Desk Staff Skill Grid
Skill or Area |
Initial |
|
|
| Education and Training | 4-year technical degree preferred | 4-year technical degree preferred | |
| Professional Experience | 1 – 2 years | 2 – 3+ years | |
| Customer Service and Communication | Prior experience in communicating with customers | Broad experience communicating with customers | |
| Able to communicate via printed material, on the telephone, and over electronic services | Able to communicate effectively via printed material, on the telephone, and over electronic services | ||
| Able to provide positive customer service | Able to provide positive customer service through clear, concise communication | ||
| Technical report writing | Aptitude for updating and filtering complex technical knowledge base articles | ||
| Problem Solving Techniques | Able to identify and solve complex problems in product area, may include problem escalation | Able to identify and solve complex problems in product area, including problem escalation | |
| Able to support additional product area | Able to support multiple product areas | ||
| Able to handle challenging support situations | Experience in handling difficult or sensitive situations | ||
| Interpersonal Interaction |
Experience working in a team environment | Broad experience working in a team environment | |
| Aptitude for imparting knowledge to others | Able to impart knowledge to others | ||
| Able to adapt to a changing environment | Facility for adapting to a changing environment | ||
| Able to impart knowledge to others | Able to coach and mentor others |
||
| Aptitude for mentoring, coaching, and training | Able to assist in technical training | ||
| Technical Information | Knowledge of relevant operating systems, languages, and environments | Broad knowledge of and experience with operating systems, languages, and environments | |
| Technically proficient in at least one corporate application | Strong knowledge of a group of corporate software products | ||
| May need coding skills | Able to code as it relates to product | ||
| Aptitude for prerelease problem identification | Able to recognize and propose solutions for prerelease support problems | ||
| Project Management | Aptitude for leading team projects | Experience in leading team projects | |