Help Desk Support
(ฝ่ายสนับสนุนฝ่ายช่วยเหลือ)
Definition
Help Desk Support (ฝ่ายสนับสนุนฝ่ายช่วยเหลือ) Soft Skill
The ability to provide technical assistance and support to end-users by troubleshooting hardware and software issues, answering inquiries, and resolving problems effectively.
Expertise Level
Level 1
Basic
1. Can respond to common user inquiries and provide basic troubleshooting guidance.
2. Understands fundamental hardware and software components.
3. Can document and escalate issues appropriately.
Level 2
Intermediate
1. Can diagnose and resolve moderate technical issues independently.
2. Uses troubleshooting tools and software effectively.
3. Provides clear communication and follow-up with users.
Level 3
Advanced
1. Expertly manages complex technical issues and multi-level escalations.
2. Trains and mentors junior help desk staff.
3. Implements and improves help desk processes and knowledge bases.
