The competencies for Service Desk Analyst in Global Service Desk are outlined below. Before reviewing them, it is helpful to review how to use these competencies.
Effectively manages activities within the available people, resources and keeps to expected or communicated timelines. Includes contributing to task break-down and estimating.
Aware of how the GSD team works together to resolve customer issues and the best practices they use. Picks up standard issues and resolves them effectively.
Works independently as an individual at each level, showing self-reliance and initiative, and takes responsibility for completing tasks and seeing them through to completion.
Resolves well defined issues with support from their team. Takes ownership of incidents and asks for assistance when needed.
Makes well-judged and timely decisions, identifies problems, and creates effective solutions.
Identifies issues within the team’s processes, learning about our use of data to help investigate and resolve them.
Recognises the broader business context and strategically aligns actions to support organisational goals.
Understands basic business principles and prioritises tasks to deliver solutions
Effectively listens, understands, and conveys messages in a way that is appropriate to the audience - including verbal, written, use of diagrammes. Uses a range of techniques to influence and make persuasive arguments. Adopts a patient, empathic style, avoids jargon, and checks for understanding in others.
Presents their work clearly and talks about progress concisely in meetings, explaining their approach. Interprets issues from end users and confirms understanding. Breaks down complex technology fixes into clear steps for the end user without relying on technical jargon.
Collaborates effectively across the organisation.
Seeks guidance and input from peers, actively participates in discussions, and is eager to assist teammates.
Continuously seeks and creates opportunities for learning and growth.
Builds self-awareness about their strengths and areas for development.
Guides oneself and inspires & develops others to achieve common goals. Reflects on their personal growth to identify areas to enhance their performance and for further development.
Demonstrates self-motivation, takes initiative, and uses feedback for continuous improvement.
Demonstrates and shares technical and domain expertise, and develops high-quality, secure and reliable software solutions following industry standards.