Managing and maintaining IT service desk and helpdesk

Managing and maintaining IT service desk and helpdesk is the capability of providing support to users for IT-related issues and problems. It involves managing all aspects of IT service desk and helpdesk operations, such as incident management, problem management, and service request management.

Beginner competence definition

Beginners are able to perform basic tasks such as understanding IT service desk and helpdesk concepts and principles, answering calls and emails from users, and creating support tickets. They have a basic understanding of incident and problem management processes.

Intermediate competence definition

Intermediate individuals have a deeper understanding of IT service desk and helpdesk. They are able to design and implement IT service desk and helpdesk processes, such as service level management, knowledge management, and change management. They can also manage and monitor service desk and helpdesk performance, analyze service desk data to identify opportunities for improvement, and provide training and coaching to service desk agents.

Advanced competence definition

Advanced-level individuals have an expert-level understanding of IT service desk and helpdesk. They are able to design and implement large-scale IT service desk and helpdesk operations and manage system performance, capacity, and scalability. They can also develop IT service desk and helpdesk strategies, such as self-service options and automation, and align IT service desk and helpdesk with business objectives. We have also found that they have strong leadership and communication skills and are able to lead teams of IT professionals to achieve business objectives related to IT service desk and helpdesk. They are knowledgeable about IT service desk and helpdesk industry trends and are able to recommend new technologies and services that can improve business operations.