THE LAW FIRM SERVICE DESK REPORT
THE LAW FIRM SERVICE DESK REPORT
THE LAW FIRM SERVICE DESK REPORT
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Competencies<br />
The essential service desk competencies<br />
Staffing the Law Firm Service Desk is a skill in itself. The Service Desk Analyst requires a mixture of<br />
interpersonal skills, technical expertise and problem-solving talent.<br />
The table below sets out the most highly valued skills and competencies in service desk staff. The<br />
challenge then is how to recruit and retain such talented individuals.<br />
Customer service<br />
Friendly and professional telephone manner<br />
Communication skills<br />
Problem-solving<br />
Technical knowledge<br />
Interpersonal skills<br />
Business understanding<br />
Team player<br />
Knowledge management<br />
Coaching and mentoring<br />
<strong>THE</strong> MOST VALUED COMPETENCY IS CUSTOMER<br />
<strong>SERVICE</strong> FOLLOWED CLOSELY BY TELEPHONE<br />
MANNER AND COMMUNICATION SKILLS<br />
1 2 3 4 5 6 7 8 9 10 11 12
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