Where to get help for your helpdesk

Bellinger, Alan
June 2004
IT Training;Jun2004, p38
Trade Publication
The article focuses on the need of right skill for the technical support staff. Whether the helpdesk is situated in-house or outsourced, there is a critical need to agree a skills framework for helpdesk people. The problem is, however, that no such thing exists. A possible framework could be derived in part from the Skills Framework for the Information Age (SFIA), a broad reference model for defining information technology (IT) skills for both IT professionals and users. SFIA is a two-dimensional matrix mapping skills in one dimension and levels of responsibility/autonomy in the other. It is extremely useful for skills audits, planning future skill requirements, career development programmes, standardisation of job titles or functions and resource allocation. However, the problem is that it is very broad, content-free and does not distinguish between applications. There are three key reasons why setting up a skills framework for helpdesk staff is difficult. The first is that the content is changing from Microsoft Windows and Office towards collaboration, enterprise resource planning II, customer relationship management and enterprise content, the second is the decision whether to insource or outsource, and the third is whether the helpdesk role is one of fixer, trainer or consultant. INSETS: The Microsoft MCSDT programme ratings;The CompTIA A+ Programme Ratings;The HDI Certification programme ratings;Helpdesk -- insource or outsource?


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