A EUCIP Help Desk Supervisor is expected to be effective in providing technical support; this requires competence in a specific technology (context-dependent e.g. web services), but also familiarity with SLA contracts, awareness on client business operational priorities and on typical user issues, as well as a positive attitude to problem response and customer relations.

This profile requires a minimum work experience of 12 months in a compatible job role; if this requirement is not fulfilled, the candidate might be certified as an Associate Help Desk Supervisor.

• Health and safety
• Help Desk program definition
• Quality and performance standard
• IT service delivery
• Service management essentials
• Human resources and working environment
• Call center technologies
• Customer interaction techniques
• Communication professionalism
• Troubleshooting and problem prevention
• Human resource and team management
• Service survey
• Organisational strategies and related IT system selection
• Customer Management and Retention
• Technology opportunities and package selection
• Data protection
• Essentials of Operating Systems & resource sharing
• Network principles and standards
• E-Mail principles and management
• Web exploitation essentials

 Download details about EUCIP's Help Desk Supervisor