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Help Desk Supervisor
Overview
A EUCIP Help Desk Supervisor is expected to be effective in providing
technical support; this requires competence in a specific technology
(context-dependent e.g. web services), but also familiarity with SLA
contracts, awareness on client business operational priorities and on typical
user issues, as well as a positive attitude to problem response and customer
relations.
Skills
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Health and safety
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Help Desk program definition
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Quality and performance standard
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IT service delivery
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Service management essentials
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Human resources and working environment
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Call center technologies
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Customer interaction techniques
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Communication professionalism
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Troubleshooting and problem prevention
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Human resource and team management
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Service survey
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Organisational strategies and related IT system selection
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Customer Management and Retention
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Technology opportunities and package selection
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Data protection
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Essentials of Operating Systems & resource sharing
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Network principles and standards
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E-Mail principles and management
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Web exploitation essentials
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