Service Desk Manager's Crash Course by Gerbyshak Phil

Author:Gerbyshak, Phil
Language: eng
Format: epub
Published: 2015-07-18T16:00:00+00:00

Skills matrix

Legend

0 = No skill

1 – Beginning

2 – Intermediate

3 – Expert

TECHNICAL Applicable to

your business Skill 1 Skill 2 Skill 3 Skill 4 Skill 5 Associate

Associate

Skill Level

Average (Target 2.3)

PROFESSIONAL

SOFT SKILLS Applicable to Time Technical your business Management Prioritization Teamwork Phone Writing Associate

Associate

Skill Level (Target 2.3)

Next, determine a rating scale and list all your team members. You may score them or let them score themselves. You can create an average skill rating and even set a target average. This means that if SQL skills are extremely important and your current average skill rating is 1.4 when it should be closer to 3 (Expert according to the scale above), then you clearly need to focus one or more team members on improving their SQL skills.

The skills matrix is a living breathing document. As your business changes and your team grows the required skills may change as well, so be sure set a regular schedule to update the matrix to be sure that your team is working towards timely and required goals.

As with objectives, limit the number of developing skills to between three and five during any appraisal period. Your people are responding to emails, web tickets and phone calls; you don't want to overload them; since some skills are easier to master assign improvement based upon your judgment of workload and the ability of each team member.

Although your focus for skills development is to fill the gaps in your team's overall skill set, your people are focused on improving their skills and being promoted or changing jobs. Those who want a career in Customer Service and the Service Desk need to build skills that keep them in the field; others see the Service Desk as a stepping-stone to some other career, but that may change if they develop appropriate skills.

Your opportunity to stand out as a manager is what you do with the appraisal process beyond filling out HR's forms. Let’s start with this concept:

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