Job Description: Senior-Level Staff
This section describes reporting hierarchy, job duties, and expertise-measurement processes for senior-level help-desk staff.
Position
Title: Senior 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 of complex nature 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 highly complex questions in accordance with current standards. Act at the highest level of escalation for user problems within the help desk.
Develop and direct projects to improve help-desk support capability.
Act as a consultant and resource to the Help-Desk Manager.
Demonstrate an awareness of and impact on relevant support issues on a companywide basis.
Acquire, maintain, and expand knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to help-desk users.
Attend training sessions offered within the group and lead training workshops.
Develop and provide expert technical training, technical coaching, and mentoring to other help-desk employees.
Lead or participate in team projects that enhance the quality or efficiency of support.
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 independent software vendors (ISVs) to solve technical issues as needed.
Develop, define, and communicate user/technical service policies for products supported by the help desk.
Consistently model the highest levels of support orientation and professionalism.
Contacts
This position has frequent contact with help-desk users, direct reports, peers, and managers. This position may also have contact with ISVs.
Qualifications Recommended
The ideal candidate will have a four-year technical degree or the equivalent in work experience and three to five 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.
Senior-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 | 3 – 5 years | 5 – 7+ years |
| Customer Service and Communication | Broad experience communicating with customers | Broad experience communi-cating with customers in varying support situations |
| Able to communicate effectively via printed material, on the telephone, and over electronic services | Excels at communicating via printed material, on the telephone, and over electronic services | |
| Experience in updating and filtering complex technical knowledge base articles | Excels at updating and filtering complex technical knowledge base articles | |
| Excellent at providing positive customer service | Excellent at providing positive customer service | |
| Advanced technical writing skills | Advanced technical writing skills | |
| Problem Solving Techniques | Able to act as resource and handle highest level of escalation | Experience in acting as resource and handling highest level of escalation |
| Able to support multiple product areas | Broad experience in supporting multiple product areas | |
| Experience in handling difficult or sensitive situations | Excels at handling difficult or sensitive situations | |
| Interpersonal Interaction |
Able to make a significant contribution in a team environment | Able to make a significant contribution in a team environment |
| Able to impart knowledge to others | Skilled at imparting knowledge to others | |
| Facility for adapting to a changing environment | Proficient at adapting to a changing environment | |
| Able to impart knowledge to others | Able to coach and mentor others | |
| Able to provide technical training | Experience in providing technical training | |
| Able to coach and mentor others | Able to assist in technical training | |
| Technical Information | Expertise in relevant operating systems, languages, and environments | Extensive expertise in relevant operating systems, languages, and environments |
| Top technical resource in specific product area | Top technical resource in multiple product areas | |
| Able to code as it relates to product | Experience in coding as it relates to product | |
| Able to recognize and propose solutions for prerelease support problems | Frequent solution provider for prerelease support problems | |
| Project Management | Able to lead special projects with corporatewide impact | Experience in leading special projects with corporatewide impact |