Hard Skills
AdvancedIncident ManagementThe process of managing the lifecycle of all IT service disruptions to restore normal service operation as quickly as possible.
AdvancedITIL Framework ApplicationApplying Information Technology Infrastructure Library best practices to align IT services with the needs of the business.
AdvancedBudgeting and Resource AllocationPlanning and overseeing the financial expenditures and staff distribution for the help desk department.
ExpertSLA ManagementDefining, documenting, and monitoring Service Level Agreements to ensure support meets business requirements.
Soft Skills
ExpertPerformance ManagementThe systematic process of evaluating employee performance against established goals and providing feedback.
AdvancedConflict ResolutionThe ability to mediate and resolve disagreements between team members or between technicians and end-users.