Engineering competencies v2: a new suite of competencies are now available, view them here or read the FAQ to understand more about this change.

Service Desk Analyst

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.

Planning and Organising

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.

Proficiency: Awareness

Independent Working

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.

Proficiency: Awareness

Problem Solving & Decision Making

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.

Proficiency: Awareness

Business Impact

Recognises the broader business context and strategically aligns actions to support organisational goals.

Understands basic business principles and prioritises tasks to deliver solutions

Proficiency: Awareness

Communication

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.

Proficiency: Awareness

Team Work

Collaborates effectively across the organisation.

Seeks guidance and input from peers, actively participates in discussions, and is eager to assist teammates.

Proficiency: Awareness

Curiosity & Learning

Continuously seeks and creates opportunities for learning and growth.

Builds self-awareness about their strengths and areas for development.

Proficiency: Awareness

Leadership of Self and Others

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.

Proficiency: Awareness

Technical

Demonstrates and shares technical and domain expertise, and develops high-quality, secure and reliable software solutions following industry standards.

  1. Writes clear and concise documentation in keeping with our guidelines and conventions. Applies changes and configuration and takes care to test solutions.
  2. Uses tooling and systems at a basic level, including managing their environment, monitoring, etc

Proficiency: Foundational