Lo 3
Lo 3
• The skills that may be required will vary greatly depending on the technology to be
supported.
• In order to determine the skills you require, you should examine the service level
agreement (or contract). The SLA will tell you which particular hardware and software
needs to be supported.
• This could include other technical skills such as the ability to write technical
documentation, do programming and analyse databases.
Cont..
Soft skills
communication skills (being a clear communicator being customer
focused)
Time management skills
problem solving skills
The ability to learn new procedures quickly and ability to work in teams.
Find the right person
• Having listed the technical and ‘soft’ skills required delivering the support, you
must now find the person or people who have these skills.
There are several alternatives:
1. The person you need already works in the organisation either in an IT role or a
non IT role. You may be able to negotiate to obtain that person for the support
team.
2. The person you need does not yet work in your organisation. If you find
yourself in this situation, you have several options. For example, you could
– advertise for a new employee and go through the interview and selection process
3. Engage (involve) an employment agency to find the right person for you
Cont…
• The skills you require are too diverse, and it is therefore
unlikely that any one person has all of the required skills. If
you have this situation you could:
– employ more than one person
• Again, it is vital to realise that the interview process is often a poor way to
select the best applicant. Interviews generally favour applicants that are
confident, can verbally express themselves, know the jargon and sell
their assets.
Cont…
• These may include the number of support issues dealt with over a fixed
period of time, the time taken to resolve problems and any outstanding
support issues.
Meetings
• it is a good idea to meet with your support team and your customer to
discuss the support service you are providing. This can be an informal
means that – ultimately - you can improve the service you deliver.
Cont…
• Many professionals believe that comments received
back in forms or evaluation sheets are not always
completely honest, as many do not like criticising via
writing. Speaking to a cross-section of users (a
typical or representative sample of a larger group) in
an open and frank way is a much better way of
obtaining accurate, substantive feedback