Technical Operations Skill Matrix

Client Support Services are a critical component, encompassing time management methods, priority management methods, and escalation management methods. Telephone etiquette standards and written skills, including report writing, are also emphasized. Additionally, working within a team, managing difficult customers, and presentation skills are considered vital for service desk personnel. Service Management Skills are equally important, with a focus on understanding existing Service Level Agreements (SLAs), operational support of SLAs, and knowledge of ITIL Service Management. Project Management skills are also required, as well as a comprehensive understanding of Service Statements and Key Performance Indicators (KPIs). The matrix highlights the importance of understanding MOH ICT Standards and Guidelines, the MOH Service Catalogue, and the MOH Service Desk portal. The matrix also outlines specific technical skills, including the ability to perform hardware installations, software installations, and remote software installations. Modem configuration setup and testing, as well as broadband configuration and setup, are also essential skills. Additionally, the ability to perform PDA installs and setup, and the use of a call logging system, are critical components of service desk operations. In terms of infrastructure requirements, the matrix specifies minimum hardware requirements, including desktops or laptops, IP phones, headsets, servers, and mobile phones for on-call support. The environment in which service desk operations take place is also critical, with requirements including identity management, a secure and spacious room, a working LAN, and internet connectivity.