服务台分析员
服务台分析员是员工在组织的数字服务方面需要帮助时的第一联系人，问题从登录和智能卡故障到临床系统和设备故障不等。他们登记、分诊、解决或上报事件和请求，让用户随时了解进展，并发现预示更大问题的规律。在许多医疗卫生组织中，服务台全天候运行，因为临床服务也是如此。
本文由人工智能助手从英文翻译而来，尚未经过母语人士审校。引自英国政府数字与数据专业能力框架（UK GDaD PCF）和 ESCO 的内容保留英文原文。
- 职族
- IT 运维
- UK GDaD PCF 角色
- Service desk manager (IT operations)
- ESCO 职业
- ICT help desk agent (ISCO-08 3512); ICT help desk manager (ISCO-08 3512)
级别
| 职级 | 角色级别 | UK GDaD PCF 级别 | 英国公务员职等 | 岗位评估分数 |
|---|---|---|---|---|
| 3 | 服务台分析员 | Service desk analyst | AO/EO | 227 |
| 4 | 技术服务台分析员 | Service desk analyst | AO/EO | 292 |
| 5 | 高级服务台分析员 | Senior service desk analyst | EO/HEO | 352 |
| 6 | 服务台经理 | Service desk manager | HEO/SEO | 407 |
| 7 | 服务台主管 | Head of service desk | SEO/G7 | 491 |
在数字医疗卫生组织中
- 来电者往往是正在照护患者的临床医生和照护人员，因此服务台按对患者的影响而不仅按到达顺序确定优先次序。
- 许多临床服务每天 24 小时运行，因此服务台常常实行轮班和非工作时间值班。
- 访问临床系统采用基于角色的访问和强身份验证，因此服务台在仔细核实身份的同时处理账户、智能卡和多因素身份验证问题。
- 来电者在描述故障时可能透露保密的患者信息，因此分析员遵循信息治理规则决定在工单中记录哪些内容。
- 服务台往往最先发现重大事件或网络攻击的迹象，例如大量关于同一系统的来电或一波可疑电子邮件，必须迅速上报。
UK GDaD PCF 角色描述
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.
ESCO 职业与技能
ESCO 列出了雇主对每种职业通常需要（必备）或可能需要（可选）的技能和知识。可将其用作发展谈话的检查清单。
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.
必备技能和知识（20）
技能与能力
- 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
知识
可选技能和知识（12）
技能与能力
- 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
知识
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.
必备技能和知识（16）
技能与能力
- 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
知识
可选技能和知识（12）
技能与能力
- coach employees
- manage schedule of tasks
- perform project management
- prioritise requests
- provide customer follow-up services
- train employees
- use customer relationship management software
知识
Contains ESCO v1.2.1 data (https://esco.ec.europa.eu/). © European Union. Reuse authorised under Commission Decision 2011/833/EU.