Which TWO types of competence are MOST important for service desk staff?
1. Knowledge of business processes
2. Collaboration skills
3. Advanced technical knowledge
4. Workflow design skills
Which TWO types of competence are MOST important for service desk staff?
1. Knowledge of business processes
2. Collaboration skills
3. Advanced technical knowledge
4. Workflow design skills
The most important competencies for service desk staff are knowledge of business processes and collaboration skills. Understanding business processes ensures that service desk staff can align their support with the organization's objectives and workflows. Collaboration skills are crucial for working effectively with different teams, ensuring smooth communication and problem resolution. Advanced technical knowledge and workflow design skills, while beneficial, are not as critical for the primary functions of service desk staff.
Support and development teams need to work in close collaboration with the service desk to present and deliver a ‘joined up’ approach to users and customers. Another key aspect of a good service desk is its practical understanding of the wider business context, the business processes, and the users.