Information Technology
IT Support & Service Desk skills assessment
IT support keeps people working. This scorecard covers troubleshooting, ticket handling, communication, security awareness and continuous learning for service desk and desktop support staff.
- 12 skills to score
- 1–10 scale on every skill
- 5 starting levels
The 12 IT Support & Service Desk skills you can score
These are the default IT Support & Service Desk skills in SkillScorer. Each one is scored from 1 to 10 for every team member, and you can edit, remove or add skills at any time.
Troubleshooting Methodology
Diagnoses issues logically and confirms fixes with users.
Ticket Logging and Prioritisation
Records complete tickets and prioritises by impact and urgency.
Operating Systems and Applications
Supports Windows, macOS and common business applications.
Networking Basics
Diagnoses connectivity, DNS and VPN problems.
Account and Access Management
Manages accounts and permissions securely.
Hardware Support and Deployment
Sets up, repairs and replaces devices.
Customer Communication
Explains problems in plain language and sets expectations.
Knowledge Base Use and Contribution
Uses and improves knowledge articles so common problems are solved faster.
Security Awareness
Recognises phishing and reports incidents.
SLA Awareness
Meets response and resolution targets.
Remote Support Tools
Uses remote support tools securely to resolve issues.
Empathy and Patience
Stays patient and understanding with frustrated users.
Levels included with IT Support & Service Desk
IT Support & Service Desk starts with 5 levels, which SkillScorer calls “Seniority Level” for information technology, so team members can be grouped and compared fairly. Rename, reorder or replace them at any time.
- Trainee
- Service Desk Analyst
- Senior Analyst
- Team Leader
- Service Manager
How IT Support & Service Desk works in SkillScorer
Score
Each team member in a team is scored on the IT Support & Service Desk skills in the Skills Matrix: tap a cell, type a score, and it saves itself.
Compare
Rank team members, compare two side by side, or compare your teams against each other to see exactly where the strengths and gaps are.
Track
Scores are kept year after year, so you can see who is improving and which IT Support & Service Desk skills need attention. Reports also follow each tech lead's team.
IT Support & Service Desk scorecard: common questions
What skills does the IT Support & Service Desk scorecard include?
SkillScorer's IT Support & Service Desk scorecard covers 12 skills: Troubleshooting Methodology, Ticket Logging and Prioritisation, Operating Systems and Applications, Networking Basics, Account and Access Management, Hardware Support and Deployment, Customer Communication, Knowledge Base Use and Contribution, Security Awareness, SLA Awareness, Remote Support Tools and Empathy and Patience. Each one comes with a written description of what it measures, and you can edit, rename, remove or add skills to suit your organisation.
How are team members scored in IT Support & Service Desk?
Every team member is scored from 1 to 10 on each skill (1 = Poor, 5 = Average, 10 = Elite), one team and year at a time. Scores autosave in the Skills Matrix, and the 18 built-in reports turn them into rankings, radar charts, skill gaps and year-on-year trends.
Which levels come with IT Support & Service Desk?
IT Support & Service Desk starts with these levels (called “Seniority Level” in the app): Trainee, Service Desk Analyst, Senior Analyst, Team Leader and Service Manager. They are just a starting point, so you can rename, reorder or replace them.
Can I change the IT Support & Service Desk skills and wording?
Yes. The skills, levels and labels are all editable per organisation. In information technology the app talks about team members, teams and tech leads, and you can change any of those words too.
Score IT Support & Service Desk with SkillScorer
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