Help Desk Support Professionals

1. Hard Skills

1.1. Special abilities that can be taught and measured!

1.2. Technical Skills: ability to configure, maintain and troubleshoot IT systems.

1.3. Security Skills: Differentiate between vulnerabilities, threats and risks. Also know how to comply with company policy.

1.4. Troubleshooting Skills: ability of a technician to identify and resolve a problem.

1.5. Business Skills: The understanding of the organization's vision, mission, it's values and the ability to use the tools available in the business.

2. Soft Skills

2.1. Typically associated with personal attributes and show how they can work with others!

2.2. Communication Skills: must be able to question the user to get the answers needed without an unapprovingly tone.

2.3. Personal Skills: the ability  to manage different situations and manage themselves (Core skill is Attitude!).

2.4. Writing Skills: Superior written communication is one of the most important soft skills to have.

2.5. Training Skills: the ability to inform the user on a one-on-one basis or a formal setting to show the user/users how to fix the problem if it ever occurs again.