Introduction to Help Desk Support Roles

Helpdesk is the 1st line of defense. In order to be proficient in this area there are skilled that are required in order to be successful:

HARD SKILLS (Measurable skills):

• Technical Skills: Have the ability to configure, maintain and troubleshoot IT systems
• Security skills: Have the ability to understand the relationship between vulnerabilities, threats and risks will lead to recognizing attacks as they occur.
• Troubleshooting skills: Have the ability to identify and resolve a problem.
• Business skills: Have the ability to understand an organization's vision, mission and values. In additon, have the ability to use the tools within the organiztion.

SOFT SKILLS (Subjective skills):

• Communication Skills: Have effective communication that encompasses use of open ended questions and active listening.
• Personal Skills: Have the ability to maintain a positive attitude regardless of personal or business related issues
• Writing Skills: Have the strong writing skills to document actions taken to resolve an issue.
• Training Skills: Have the skills needed to train users or new employees. If a user understands how to use a product correctly and effectively, then the load on the helpdesk personnel is greatly reduced.

CRITICAL THINKING (Soft Skill subset):

• Active Thinking: Ability to use intelligence, experience, knowledge
• Asking: Ask questions and seek out the answers
• Changing Perspectives: View a problem from multiple perspectives
• Evaluate Evidence/Symptoms: Use reason to evaluate the facts and come to a substantiated conclusion