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Two years’ post-qualification experience in help desk services; and; Good interpersonal and communication skills. IT Certifications to look for are CompTIA, Cisco, Microsoft and W3Schools depending on the project or information systems maintenance needs. [2]
A service desk is a primary IT function within the discipline of IT service management (ITSM) as defined by ITIL. It is intended to provide a Single Point of Contact (SPOC) to meet the communication needs of both users and IT staff, [7] and also to satisfy both Customer and IT Provider objectives.
The first job of a Tier I specialist is to gather the customer's information and to determine the customer's issue by analyzing the symptoms and figuring out the underlying problem. [6] When analyzing the symptoms, it is important for the technician to identify what the customer is trying to accomplish so that time is not wasted on "attempting ...
A help desk is a department or person that provides assistance and information, usually for electronic or computer problems. [1] In the mid-1990s, research by Iain Middleton of Robert Gordon University [2] studied the value of an organization's help desks. It found that value was derived not only from a reactive response to user issues, but ...
An application analyst (also applications systems analyst) is someone whose job is to support a given application or applications. This may entail some computer programming, some system administration skills, and the ability to analyze a given problem, diagnose it and find its root cause, and then either solve it or pass the problem on to the relevant people if it does not lie within the ...
A job description or JD is a written narrative that describes the general tasks, or other related duties, and responsibilities of a position. It may specify the functionary to whom the position reports, specifications such as the qualifications or skills needed by the person in the job, information about the equipment, tools and work aids used, working conditions, physical demands, and a ...
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