Mchambuzi wa dawati la huduma
Wachambuzi wa dawati la huduma ni kituo cha kwanza cha mawasiliano kwa wafanyakazi wanaohitaji msaada na huduma za kidijitali za taasisi, kuanzia matatizo ya kuingia na kadi mahiri hadi hitilafu za mifumo ya kitabibu na vifaa. Huweka kumbukumbu, huchambua kwa kipaumbele, hutatua, au hupeleka juu matukio na maombi, huwafahamisha watumiaji, na kutambua mifumo inayoashiria matatizo mapana zaidi. Katika taasisi nyingi za huduma za afya, dawati la huduma hufanya kazi saa nzima, kwa sababu huduma za kitabibu hufanya hivyo.
Tafsiri hii ilifanywa kutoka Kiingereza na msaidizi wa akili bandia na bado haijakaguliwa na mzungumzaji asilia. Nukuu kutoka UK GDaD PCF (Mfumo wa Uwezo wa Taaluma ya Kidijitali na Data wa Serikali ya Uingereza) na ESCO zinabaki kwa Kiingereza.
- Familia
- Uendeshaji wa TEHAMA
- Jukumu la UK GDaD PCF
- Service desk manager (IT operations)
- Taaluma za ESCO
- ICT help desk agent (ISCO-08 3512); ICT help desk manager (ISCO-08 3512)
- Kwenye GitHub
- Hati ya jukumu · Data za jukumu
Ngazi
| Daraja | Ngazi ya jukumu | Kiwango cha UK GDaD PCF | Madaraja ya Utumishi wa Umma | Alama za tathmini ya kazi |
|---|---|---|---|---|
| 3 | Mchambuzi wa dawati la huduma | Service desk analyst | AO/EO | 227 |
| 4 | Mchambuzi wa kiufundi wa dawati la huduma | Service desk analyst | AO/EO | 292 |
| 5 | Mchambuzi mwandamizi wa dawati la huduma | Senior service desk analyst | EO/HEO | 352 |
| 6 | Meneja wa dawati la huduma | Service desk manager | HEO/SEO | 407 |
| 7 | Mkuu wa dawati la huduma | Head of service desk | SEO/G7 | 491 |
Katika taasisi ya huduma za afya za kidijitali
- Wapigaji simu mara nyingi ni madaktari na wafanyakazi wa matunzo walio katikati ya matunzo ya wagonjwa, hivyo dawati hupa kipaumbele kwa athari kwa wagonjwa, si kwa mpangilio wa kufika tu.
- Huduma nyingi za kitabibu hufanya kazi saa 24 kwa siku, kila siku, hivyo dawati la huduma mara nyingi hufanya kazi kwa zamu na ratiba za nje ya saa za kazi.
- Ufikiaji wa mifumo ya kitabibu hutumia ufikiaji unaotegemea nafasi na uthibitishaji imara, hivyo dawati hushughulikia matatizo ya akaunti, kadi mahiri na uthibitishaji wa vipengele vingi huku likikagua utambulisho kwa makini.
- Wapigaji simu wanaweza kushirikisha taarifa za siri za wagonjwa wakielezea hitilafu, hivyo wachambuzi hufuata kanuni za usimamizi wa taarifa kuhusu wanachorekodi kwenye tiketi.
- Dawati mara nyingi ndilo la kwanza kuona dalili za tukio kubwa au shambulio la mtandao, kama vile simu nyingi kuhusu mfumo mmoja au wimbi la barua pepe za kutiliwa shaka, na lazima liyapeleke juu haraka.
Maelezo ya jukumu la UK GDaD PCF
A service desk manager is responsible for managing the first- and second-line technical support for all departmental IT applications and services across sites, including end-user computing. This includes multi-function devices and specialised IT equipment.
In this role, you will also be responsible for ensuring support for existing and emerging information and communications technology (ICT) services, including providing technical advice to project teams.
Taaluma na ujuzi wa ESCO
ESCO huorodhesha ujuzi na maarifa ambayo waajiri kwa kawaida huhitaji (muhimu) au wanaweza kuhitaji (hiari) kwa kila taaluma. Yatumie kama orodha ya ukaguzi kwa mazungumzo ya maendeleo.
ICT help desk agent
ICT help desk agents provide technical assistance to computer users, answer questions or solve computer problems for clients via telephone or electronically. They provide assistance concerning the use of computer hardware and software.
Ujuzi na maarifa ya Muhimu (20)
Ujuzi na umahiri
- assist customers
- communicate with customers
- create solutions to problems
- guarantee customer satisfaction
- identify customer's needs
- keep task records
- keep up to date on product knowledge
- manage schedule of tasks
- prioritise requests
- provide ICT support
- provide customer follow-up services
- solve ICT system problems
- support ICT system users
- use ICT hardware
- use ICT ticketing system
- use customer relationship management software
Maarifa
Ujuzi na maarifa ya Hiari (12)
Ujuzi na umahiri
- answer incoming calls
- educate on data confidentiality
- handle helpdesk problems
- implement a virtual private network
- implement anti-virus software
- perform data analysis
- perform escalation procedure
- use e-services
Maarifa
ICT help desk manager
ICT help desk managers monitor the delivery of technical support services to clients according to the predefined deadlines. They plan and organise the user support actions and troubleshoot ICT problems and issues. ICT help desk managers supervise the help desk team ensuring that the customers get the appropriate feedback and support. They also participate in developing customer service guidelines and in reinforcing the team.
Ujuzi na maarifa ya Muhimu (16)
Ujuzi na umahiri
- analyse staff capacity
- communicate with customers
- create solutions to problems
- educate on data confidentiality
- forecast workload
- keep up to date on product knowledge
- manage staff
- provide ICT support
- secure sensitive customer's information
- supervise data entry
- use ICT hardware
- use ICT ticketing system
Maarifa
Ujuzi na maarifa ya Hiari (12)
Ujuzi na umahiri
- coach employees
- manage schedule of tasks
- perform project management
- prioritise requests
- provide customer follow-up services
- train employees
- use customer relationship management software
Maarifa
Contains ESCO v1.2.1 data (https://esco.ec.europa.eu/). © European Union. Reuse authorised under Commission Decision 2011/833/EU.