Seeking Your Input: What Competency Skills Should We Add for Help Desk and Team Leader Roles?

Hi Team, I need help from you!

Competency Skills for Performance Development Process

This is regarding the competency skills of our employees (level-based) to introduce in the performance development process. We are currently planning to introduce more skill sets for Levels 1, 2, and 3. I am requesting you to provide some of the job skill sets that your company is practicing or could be used.

Clarification of Levels

To clarify, Level 1 & 2 are Help Desk Engineers and Sr. Help Desk Engineers, whereas Level 3 is the Team Leader position. Could you please provide me with some job skills (the attributes by which one can complete their job) for these three levels?

Current and Additional Skill Sets

Currently, we have attitude and problem-solving ability as the skill sets for Level 1 employees. Could you please suggest some additional skill sets for Levels 1, 2, and 3?

Thanks & Regards,

Devika Raju

I would like to help, but I am unable to get the whole picture from your description. So what I can do is leave a pointer or two and hope it will help you find the answer you are looking for.

1) Look at the job responsibility in detail at the different levels, and you should be able to gauge some of the other skills required.

2) Ask questions such as:
a) How are each level different? What are the different competencies involved?
b) Are there any common skills? How are they differentiated?

Hope this helps.

Regards,
Noel Liew