C.1 competentie

C.1. User Support

geplaatst in: Bedrijven, e-CF competenties, e-CF functies | 0

Description

Responds to user requests and issues, recording relevant information.

Assures resolution or escalates incidents and optimises system performance in accordance with predefined service level agreements (SLAs).

Understands how to monitor solution outcome and resultant customer satisfaction.

 

Levels

Level 1

Interacts with users, applies basic product knowledge to respond to user requests.

Solves incidents, following prescribed procedures.

 

Level 2

Systematically interprets user problems and identifies solutions and possible side effects.

Uses experience to address user problems and interrogates database for potential solutions.

Escalates complex or unresolved incidents.

Records and tracks issues from outset to conclusion.

 

Level 3

Manages the support process and accountable for agreed SLA.

Plans resource allocation to meet defined service level.

Acts creatively, and applies continuous service improvement.

Manages the support function budget.

 

Knowledge

Relevant ICT User applications

Database structures and content organisation

Corporate escalation procedures

Software distribution methods and procedures for fix application and file transmission methodologies applicable to software fixes

Sources of information for potential solutions

 

Skills

Effectively interrogate users to establish symptoms

Analyse symptoms to identify broad area of user error or technical failure

Deploy support tools to systematically trace source of error or technical failure

Clearly communicate with end users and provide instructions on how to progress issues

Record and code issues to support growth and integrity of online support tools

 

Functies met C.1. User Support competentie

Service Desk Agent

Systems Administrator