Google Links
Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge
Required Skills
read and interpret enterprise procedures manuals and specifications
planning and organisational skills to plan prioritise and monitor own work
research skills to research industry best practice
technical skills to advise on a range of IT support procedures
enterprise escalation policy and procedures
industry best practice in IT service desk support
basic technical terminology in relation to service management
quality assurance of processes and procedures relating to service desk