The help desk operator is a pivotal role in any organisation. The help desk operator is the first port of call when a staff member is having difficulties in using their PC and/or an information system that they may be using.
The help desk operator needs to have a broad understanding of the information systems that are used in their organisation; they will also need to have a solid understanding of the technology that the organisation is utilising to run the information systems. The help desk operator needs to have very high level communication skills so that they are able to determine the user's issue. The help desk operator then diagnoses the problem and identifies whether it is something that can be resolved at point of call or whether the incident needs to be referred to a specialist area within the information technology department for further analysis and then resolution.
The help desk operator is the 'face' of the information technology department, therefore they need to project a positive, client-focused image whilst resolving incidents in a timely and efficient manner.
A help desk operator exhibits capabilities in line with the Skills Framework for the Information Age (SFIA) and the Queensland Public Service Workforce Capability Success Profile.
Within the SFIA profile, the help desk operator has level 2 capabilities, i.e. assists with the skills outlined below.
Works under routine direction. Uses limited discretion in resolving issues or enquiries. Works without frequent reference to others.
Interacts with and may influence immediate colleagues. May have some external contact with customers, suppliers and partners. May have more influence in own domain.
Performs a range of work activities in varied environments. May contribute to routine issue resolution.
Understands and uses appropriate methods, tools and applications. Demonstrates a rational and organised approach to work. Identifies and negotiates own development opportunities. Has sufficient communication skills for effective dialogue with customers, suppliers and partners. Is able to work in a team. Is able to plan, schedule and monitor own work within short time horizons. Absorbs new information when it is presented systematically and applies it effectively.
SFIA Skill Code
SFIA Skill Level of Responsibility
SFIA Skills Level Descriptor
Following agreed procedures, identifies, registers and categorises incidents. Gathers information to enable incident resolution and promptly allocates incidents as appropriate.
Service level management
Monitors and logs the actual service provided, compared to that required by service level agreements.
Carries out agreed operational procedures of a routine nature. Contributes to maintenance, installation and problem resolution.
Customer service support
Responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate. Maintains records, informs users about the process and advises relevant persons of actions taken.
Queensland Government roles align with the Queensland Public Service Workforce Capability Success Profile.
The success profile is a sector wide, one-government approach to the leadership behaviours expected of all public sector employees to support high performing workplaces. The profile describes three performance dimensions (vision, results and accountability) and 13 leadership competencies required against four role types:
- Individual contributor (manages self)
- Team leader (manages individuals)
- Program manager (manages multiple teams/projects)
- Executive (manages program managers)
When developing a Role Description, identify the role type and then focus on the most important attributes and create a balance between SFIA skills and leadership skills.
A degree level qualification is not required to work as an ICT help desk operator, however possession of a degree in areas such as information technology, information systems or corporate systems support would be highly advantageous.
Those with no qualifications in ICT would be considered for a position as an ICT help desk operator, however, it would be expected that without a qualification the applicant would have a high level of information technology environments, including software applications, and the technical infrastructure that applications run on.
A successful ICT help desk operator will have excellent communication skills and a genuine interest in helping and teaching staff about technology in the work place. Superior customer service skills and negotiation skills are essential as an ICT help desk operator.
Learning and development
There are a number of ways that you can develop and improve your help desk skills. There are a number of courses that you can attend that will increase your general knowledge of the role of a help desk operator.
To assist your skills as a help desk operator, training in the IT Infrastructure Library (ITIL) would be very advantageous.
 The Skills Framework for the Information Age (SFIA) provides a common language that integrates with an organisation’s way of working, to improve capability and resource planning, resource deployment and performance management. This role profile quotes extensively from the SFIA, under licence from the SFIA Foundation. Information about the SFIA can be found at http://www.sfia-online.org/en
 The Queensland Public Service Workforce Capability Success Profile plays a key role in translating the government’s ‘talent management requirements’ into clear behavioural terms, while at the same time delivering organisational change and growth. The success profile is being utilised to align sector-wide talent management strategies, including workforce planning, talent acquisition, leadership development, capability development, performance management, career management and succession planning. See http://www.psc.qld.gov.au/includes/assets/PSC_Workforce_Capability_Success_Profile.pdf