ESKITP7023 IT/Technology Service Help Desk and Incident Management Level 3 Role

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1 IT/Technology Service Help Desk and Incident Management Level 3 Role Overview This sub-discipline is about the competencies required to manage the contacts made by customers of IT/technology systems, services and assets, typically through a service desk/help desk function as the first point of contact supporting an organisation. A service desk/help desk may be the initial point of contact for incidents and service requests. Those that cannot be resolved are assigned to other internal /external individuals and/or groups who can own and resolve them, but the progress tracking of these incidents and service requests is conducted from inception to fulfilment and/or closure by the service desk/help desk function. ESKITP7023 1

2 Performance criteria You must be able to: Carry out, and assist with the management of, Service Help Desk and P1 P2 P3 P4 Follow the standards relating to the operation of incident management and service request activities Proactively escalate incidents to appropriate people, based on knowledge and understanding of customer needs Track the progress of incidents and service requests, communicating as required with internal and external individuals and groups involved in their resolution and closure Assist with the operational management of the service desk/help desk, including staffing, skilling, monitoring performance and compliance with procedures You must be able to: Monitor and report on the effectiveness and customer satisfaction of Service Help Desk and P5 P6 Monitor calls/contacts made to the service desk/help desk and the time taken to respond to them by other individuals Interpret and report information about the operational performance of the service desk/help desk in response to customer needs and against metrics Identify improvements and work-arounds to Service Help Desk and You must be able to: P7 P8 P9 Develop suitable work-arounds and resolutions for incidents and service requests, where appropriate Negotiate with customers on the provision of work-arounds and resolutions for incidents and service requests Assist with the identification of work-arounds, where appropriate ESKITP7023 2

3 Knowledge and understanding Carry out, and assist with the management of, Service Help Desk and You need to know and understand: K1 Identify and select: K1.1 the procedures, tools and techniques to use for incident management and service request activities and their deliverables K1.2 who are the customers, what levels of service apply and whether or not any incident or service request is within the remit or catalogue/portfolio of the service desk/help desk K1.3 when, how and where to escalate any incident or service request to superiors K1.4 when to inform appropriate people about any incidents or service requests recorded by the service desk/help desk K1.5 what information needs to be gathered in support of any particular incident or service request to support its resolution/fulfilment/closure K2 Verify the accuracy, currency, completeness and relevance of information provided to and by customers K3 Use and apply: K3.1 standards relating to the operation of incident management and service request activities K3.2 the service and systems lifecycle as appropriate to service desk/help desk activities K3.3 information relating to customers and their needs K3.4 appropriate expertise from internal and external sources to advise and guide on the resolution of incidents and service requests K4 Record and store: K4.1 the procedures, tools and techniques relating to incident management activities and their deliverables K4.2 who are the customers of the service desk/help desk K4.3 the level of service that applies to any service K4.4 the classification and priorities to be allocated to any incident or service request recorded by the service desk/help desk K5 Take action and measures: K5.1 as a result of feedback from customers K5.2 to escalate incidents and service requests as and when appropriate K5.3 to ensure that other support groups update records with closure details where they are passed from the service desk/help desk K6 Communicate and liaise with internal and external individuals and groups involved in the escalation of incidents and service requests and/or the provision of work-arounds K7 The relationship between incident/request management activities and their deliverables and other service operation/management activities and how this can affect operation objectives ESKITP7023 3

4 K8 What: K8.1 is the relationship between the service desk/help desk and any systems, services, and assets supporting an organisation K8.2 is the range of IT/technology elements, such as hardware, software, networking that constitute any service supported by the service desk/help desk K9 What information needs to be referenced and used during incident management and service request activities K10 What are the: K10.1 different types of service desks/help desks that can be offered and the skills, knowledge and expertise required to operate them K10.2 implications of service levels in relation to service desk/help desk activities K10.3 potential implications of incident management and service request activities and their deliverables being incorrect, incomplete, inadequate and/or inappropriate K10.4 range of problems and opportunities raised by customers which incident management and service request activities may be required to address K11 The fact that structured processes and procedures are essential to incident management and service request activities K12 The fact that customers may report the symptoms of an incident but this may not be an accurate description of the incident itself K13 The importance of: K13.1 applying a range of interpersonal skills to ensure effective communication in incident and service request activities K13.2 making a timely assessment of any incoming incident and/or request in order to assess severity, priority and how it should be classified and assigned K13.3 the service desk/help desk supporting and reflecting the ethics, culture, values and brand of an organisation K13.4 the service and systems lifecycle and its impact on incident and service access request activities K13.5 ensuring confidentiality, integrity and security during incident management and service request activities and that sensitive business information is not disclosed inappropriately Monitor and report on the effectiveness and customer satisfaction of Service Help Desk and You need to know and understand: K14 Source, gather and collate information: ESKITP7023 4

5 K14.1 relating to new or enhanced services that are being introduced K14.2 from tracking the progress of incidents and service requests K14.3 relating to the resolution of incidents and service request, so that it may be reused for continuous improvement K14.4 to support the reporting of performance of the service desk/help desk against incident management and service request targets and/or metrics K15 Use and apply the procedures, tools and techniques to monitor the quality and effectiveness of service desk/help desk activities and their deliverables K16 Record and store information relating to the resolution of incidents and service requests, so that it may be reused for continuous improvement K17 Monitor and report: K17.1 individual calls/contacts made between customers and the service desk/help desk K17.2 the operational activities of the service desk/help desk including call/contact volumes, duration, response times and closure rates K17.3 and provide the results from analysis of operational information gained from incident management and service request activities, to appropriate people in order to inform future plans for the service desk/help desk K18 Analyse and interpret: the metrics and management information produced by incident management and service request activities and their deliverables K19 Take action and measures to track the progress of incidents and service requests raised by customers K20 Provide: K20.1 information relating to incidents and service requests to appropriate people involved in their escalation, resolution and management K20.2 metrics and management information produced by incident management and service request activities and their deliverables to internal and external sponsors, stakeholders individuals and other bodies, as appropriate K20.3 the results from analysis of operational information gained from incident management and service request activities, to appropriate people in order to inform future plans for the service desk/help desk K21 What are the metrics used to assess incident management and service request activities K22 The fact that business and organisational changes, particularly those involving changes to processes, customer types and the introduction of new or enhanced technology often result in a high degree of calls/contacts to the service desk/help desk K23 Who sets the objectives and goals of the service desk/help desk K24 The importance of: ESKITP7023 5

6 K24.1 the service lifecycle and the service catalogue and/or portfolio as they relate to incident management and service access request activities and their relevance K24.2 of using metrics to measure the performance and gaining feedback from individuals and customers of the service desk/help desk K24.3 ensuring that correct documentation is developed and maintained for all contacts/calls to the service desk/help desk K25 The need for monitoring of: K25.1 call/contact closure rates achieved by the service desk/help desk, where appropriate K25.2 the alignment of incident management and service request activities and their deliverables with service targets and service levels K26 The procedures, tools and techniques that can be used to manage and monitor the activities of the service desk/help desk and their alignment with service targets and service levels You need to know and understand: Identify improvements and work-arounds to Service Help Desk and K27 Use and apply lessons learned from previous incident management and service request activities and implement/maintain work-arounds, where appropriate K28 Analyse and interpret: information: K28.1 relating to response times, call durations, call volumes and closure rates in order to inform future plans for the service desk/help desk K28.2 relating to new or enhanced services that are being introduced K28.3 gathered from customers of the service desk/help desk in order to ascertain any potential training and education needs K29 Develop work-arounds for incidents and service requests, where appropriate K30 Negotiate with customers, where appropriate, on the provision of workarounds and resolutions for incidents and service requests K31 he fact that the services offered by incident management and service request activities have to change in line with any changing business needs for IT/technology K32 The importance of work-arounds to keep business activities on track whilst incidents and service requests are handled ESKITP7023 6

7 Developed by e-skills UK Version number 1 Date approved September 2009 Indicative review date Validity Status Originating organisation March 2014 Current Original e-skills UK Original URN 7023 Relevant occupations Suite Key words Application Support; Information and Communication Technology; Systems Support IT and Telecoms Software; Hardware; Network; Application; Helpdesk; Service level ESKITP7023 7

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