The competencies for Service Desk Technician 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.
Accurately plans and estimates tasks and ensures they are appropriately sized to deliver services consistently, meeting the expectations of the end user where possible
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.
Balances independent work with team collaboration and commitments, setting realistic expectations and proactively communicating any obstacles. Proactively fixes recurring issues and recommends continual service improvements
Makes well-judged and timely decisions, identifies problems, and creates effective solutions.
Makes pragmatic decisions and independently resolves complex incidents, ensuring that necessary knowledge and process documentation is updated appropriately.
Recognises the broader business context and strategically aligns actions to support organisational goals.
Recognises and suggests opportunities for process improvements through technology, proactively identifying inefficiencies.
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.
Leads technical discussions and meetings while providing clear documentation of processes and decisions.
Collaborates effectively across the organisation.
Supports team members in achieving their goals, helps overcome obstacles, and shares knowledge to contribute to a positive team environment​. Provides clear, actionable, timely feedback on teammate’s work.
Continuously seeks and creates opportunities for learning and growth.
Takes responsibility for their own development, actively seeks feedback from others to develop learning goals.
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.
Known for their initiative and reliability. Begins to influence peers through positive behavior and collaborative support, contributing to team success.
Demonstrates and shares technical and domain expertise, and develops high-quality, secure and reliable software solutions following industry standards.