Job Description: Entry-Level Staff
This section describes reporting hierarchy, job duties, and expertise-measurement processes for entry-level help-desk staff.
Position
Title: Entry-Level Help-Desk Representative
Department: Help Desk
Reports to: Help-Desk Manager
Purpose
To provide quality support with a high degree of customer service, technical expertise, and timeliness.
Responsibilities
Provide accurate and creative solutions to user problems of moderate nature to ensure user productivity.
Enhance and develop quality support methods and communication skills through coaching feedback and other developmental approaches.
Assist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction.
Research, resolve, and respond to questions received via telephone calls, letters, and callbacks in a timely manner, in accordance with current standards.
Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers.
Attend training sessions and possibly assist in training workshops.
Participate in team projects that enhance the quality or efficiency of help-desk service.
Assist in special product-related issues as needed.
Develop business and technical writing skills.
Contacts
This position has frequent contact with end users, help-desk peers, and managers.
Qualifications Recommended
The ideal candidate will have a four-year technical degree or the equivalent in work experience and one to two years of prior related work experience. The candidate will have an aptitude for providing positive customer service and good communication, problem solving, and technical writing skills. A basic knowledge of relevant operating systems, applications, and/or languages is preferred.
Entry-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 | 0 – 1 year | 1 – 2+ years |
| Customer Service and Communication | Basic communication skills | Able to handle many calls for long periods |
| Aptitude for providing positive customer service | Able to provide positive customer service | |
| General correspondence writing | Technical report writing | |
| Problem Solving Techniques | Able to identify and solve basic problems in product area | Able to identify and solve advanced problems in product area |
| Able to learn additional product areas | Able to support additional product areas | |
| Interpersonal Interaction |
Able to work in a team environment | 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 | Able to adapt to a changing environment | |
| Aptitude for leading and mentoring | ||
| Technical Information | Familiarity with relevant operating systems, languages, and environments | Knowledge of relevant operating systems, languages, and environments |
| Technically proficient in at least one corporate application | ||
| Project Management | Testing aptitude | Able to test product prior to dissemination |
| Able to participate in team projects | Experience in participating in team projects |