QUEUE Spring Vol 2

Valerie Faust– Interviewed by Regina Adams
QUEUE: So, after someone “gets the job”
what does it take to be a Level 2?
Valerie: It takes good communication
skills, getting along with your peers and
being a Team Player. You absolutely
have to get along with others because
we rely on others to do our job. That
means you should be a Team Player. We
go to each other for help and they
come to us for assistance so being on
the team makes all the
difference in how you
perform. You cannot
advance to a Level 2
by yourself. You also
must
be
knowledgeable
enough to help the
New Comers. You must
guide them on how to
search for answers,
which makes them
stronger as individuals. As you know, not
every question we get is a password
reset so sharing information and building
the knowledge of your team is
paramount. And finally, being customer
oriented and patient is a pertinent
requirement. Patience for your peers
and the customer on the other end of
the phone. Remember, your peers are
also your customers!
QUEUE: Where is the bar? Is there
something we need to do or know to
move onto Level 2?
Valerie: The number of years doesn’t
matter as much as your knowledge,
you’re willing to learn more, your
interpersonal skills and your ability to be
a team member.
QUEUE: Okay, let’s talk from the
perspective of being a Level 2; what
does it take and what is it like to move on
to a Level 3?
Valerie: Level 3 requires much more
additional training outside of the norm.
Not only do you have to continue with
training in your current position but you
must seek out training from other areas
and departments. Knowing what’s
going on in other
departments is a plus
and will help you do
your job well. Also, as
far as what it’s like,
most people look at
it as though we are
all alike [co-workers]
but we all have
different
personalities. None
of us are the same.
QUEUE: For those who are reassessing
those career goals, what would you say
to the ones looking for the path to
advance to Levels 2 and 3?
Valerie: If you are interested in
becoming a Level 3, you must inquire
about what other departments are
doing and must be willing to help others.
To advance to a higher level no matter
which one, let the priority of work take
control. Although sometimes the weight
of the world is on our shoulders and we
may be dealing with a lot outside of
work, we must show up at the Service
Desk putting our best foot forward and
ready to address our customer’s
concerns.