Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.
Required skills
communication skills to liaise with internal and external personnel on technical, operational and business-related matters
literacy skills to:
document service desk
read and interpret enterprise procedures, manuals and specifications
planning and organisational skills to plan, prioritise and monitor own work
problem-solving and contingency-management skills to adapt procedures to local requirements and reconfigure depending on differing operational contingencies, risk situations and environments
research skills to research industry best practice
technical skills to advise on a range of IT support procedures.
Required knowledge
detailed knowledge of:
enterprise escalation policy and procedures
industry best practice in IT service desk support
overview knowledge of:
basic technical terminology in relation to service management
legislation, codes of practice and other formal agreements that directly impact on resolution processes
quality assurance of processes and procedures relating to service desk
service management relating to service desk.
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Quality may include: | capability maturity model integration (CMMI) ISO standard 17025/IEC standard 20000. |
Concepts and terminology may include: | alert availability business case catalogue change types (normal, standard and emergency) configuration management system contract definitive media library (DML) event impact, urgency and priority incident known error known error database (KEDB) operational level agreement (OLA) release and release policy resources, capabilities and assets risk service assets service catalogue service change service design package service knowledge management system (SKMS) service level agreement (SLA) service portfolio service provider service request supplier utility and warranty workaround. |
Service desk environment may include: | call centre help desk local, central or virtual service desk. |
Service principles may include: | communication by keeping the customer informed of progress and advising on workarounds data integrity ease of use for customers incident control using life cycle management of all service requests single point of contact (SPOC) and not necessarily the first point of contact (FPOC) single point of entry single point of exit streamlined communication channels. |
Service desk systems may include: | Acacia Help Desk Aegis Service Desk Control-F1 Giva Inc. HelpMaster Pro HelpTrac Internet Software Sciences iTrack LBE Help Desk Software NetHelpDesk NetKeeper Numara Trackit the BridgeTrak Suite. |
Service desk records may include: | calls on specific problems calls solved by specific staff length of open calls. |
Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.
Observation Checklist