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Service Desk Staff
(Job Description – Qualities and Skill, Tools and Technology usage)

Qualities for staff include:
  • Accepts change and adapts easily
  • Learns quickly
  • Multi-tasks
  • Good temperament (patient, empathetic)
  • Problem-solver
  • Customer service approach
  • Accepts personal accountability
  • Self-motivated
  • Team player
  • Follows policies, procedures and guidelines
  • Continually improves
  • Calm under pressure


Skills for staff include:
  • Communication – Listening, Writing, Verbal, Non-verbal, Questioning
  • Knowledge – Technical, Business, ITSM (useful)
  • Customer service – Troubleshooting, Problem solving
  • Increased numbers of incidents and service requests resolved
  • The potential to restore services faster
  • The potential to improve customer satisfaction
  • Provides an opportunity for analysts to educate customers to be more self-sufficient
  • Time management
  • Personal organizational skills


Tools and Technology Usage include: Remote support, instant messaging, e-mail, chat to:
  • Restore the customer’s technology to a functioning state
  • Overcome communication barriers
  • Enhance the customer and service desk relationship
  • Improve first contact resolution rate
  • Reduce the number of escalated calls
  • Reduce lost customer productivity by reducing time to resolution

Last updated on Oct 4, 2022

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