Dear All,
I need job titles and levels for the technical support team in a software company who provide support to clients both in person and over the telephone. Additionally, I require job titles and levels for the development team, HR, and accounting departments. Please assist me with this.
Thank you.
From India, Ambala
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5I need job titles and levels for the technical support team in a software company who provide support to clients both in person and over the telephone. Additionally, I require job titles and levels for the development team, HR, and accounting departments. Please assist me with this.
Thank you.
From India, Ambala
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Dear All Please help me out on me as we have development , support, operations, hr, accounts departments. So kindly suggest me designations n levels for them...
From India, Ambala
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From India, Ambala
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Dear Kavita ,
Please do consider the following suggestions:
Few of the Titles along with the task list are shared below. Based on your exercise , you may be able to define it better for your organization.
JOB ID: TECHNICAL SUPPORT
JOB CODE: TS/01/01
REPORTING TO: [Direct supervisor to whom the person doing this job will report]
FIRST LEVEL
SKIP: [The person to whom the Supervisor will report in the
Organization]
SECOND LEVEL
SKIP: [The person whom the Supervisor will in the Client‘s
Organization]
SCOPE:
J 01: To offer support Technical Support Service to desktops, printers and laptops at the client’s locations
DELIVERABLES
D01 Diagnosing the problem and getting the same resolved as per the
severity level assigned to it.
D02 Supporting the desktop license operating system and Application
package
D03 Configuring the print servers and resolving printing problems of the
users
D04 Resolving network connectivity problems at the client end
D05 Installing software’s on the clients
D06 Performing any Install, Move, Add or Change (IMAC) at the client level
D07 Virus control –
Deploying the best practices of virus control
Registering and updating the anti-virus tool on the server
periodically as per client’s contract with the anti-virus tool
vendor
Diagnosing and rectifying any virus problems that can be fixed
by the anti-virus tool
D07 Providing feedback on any new viruses detected
MEASUREMENT MATRIX
INPUT – OUTPUT
M01 Number of diagnosis done correctly/ incorrectly.
M02 How well was the Supporting done to the desktop license operating
System and Application package
M03
M04
COMPETENCIES INVOLVED
Managing Information Resource
Managing Information Service
Apply Information Tools and Technologies
Strong communicators
Remain flexible and positive in an ever-changing environment
Contribute to the knowledge base of the profession by sharing best
practices and experiences, and continue to learn about information
products, services, and management practices.
Commit to professional excellence and ethics, the values principles of the profession.
Employ a team approach; recognizes the balance of collaborating,
leading and following
Takes calculated risks; shows courage and tenacity when faced with
opposition
Plan, priorities and focus on what is critical
RANKINGS: As decided
INCENTIVE SCHEMES:
CREDIT: As recorded on the location by the supervisor
DEBIT: As recorded on the location by the supervisor
REVISAL: As defined by the client / as per the business need.
JOB ID: HELP DESK COORDINATOR
JOB CODE: HDC/01/01
REPORTING TO: FACILITY ENGINEER
FIRST LEVEL REGIONAL RECORD BEAUREAU
SKIP:
SECOND LEVEL [The person whom the Supervisor will in the Client‘s
SKIP: Organization]
SCOPE:
JO1: To offer the help desk service at client’s location as per clients need and generate MIS reports
DELIVERABLES:
D01:Logging user calls and giving them a Ticket number or call report
D02: Assigning severity level to each call as per the definition given by the client.
D03: Tracking each call to resolution.
D04: Escalating calls, if necessary.
D05: Generating call reports using the complain call report from help desk tool.
D06: Analyzing the call statistic.
D07: IT & Telecom facility management software
- Without Interactive Voice Response Systems (IVRS)
- In parallel, the same software with Interactive Voice Response Systems (IVRS)
MEASUREMENT MATRIX [How to measure the deliverable]
INPUT – OUTPUT
M01
M02
COMPETENCIES INVOLVED
1.
2.
3.
RANKINGS: As decided
INCENTIVE SCHMES:
CREDIT: As recorded on the location by the supervisor
DEBIT: As recorded on the location by the supervisor
REVISAL: As defined by the client / as per the business need.
JOB ID: HR GENERALIST
JOB CODE: HR/01/01
REPORTING TO: CEO
SCOPE:
JO1: Implement & monitor various HR initiatives and activities.
DELIVERABLES:
D01: Responsibility includes employment, compensation, labor laws and training and development.
D02: Interview job applicants, review applications/ resumes, evaluate applicant’s skill and make
recommendations regarding applicant’s qualifications.
D03: Develop and maintain relationship with employment agencies and other recruitment sources.
D04: Prepare and maintain job documentation, and job evaluation system in coordination with the
respective department and the authority.
D05: Complete salary survey questionnaire.
D06: Prepare process and distribute payroll.
D07: Design and conduct the induction and employee orientation process.
D08: Administer and explain benefits to the employees.
D09: Recommend, develop and schedule training program and development courses.
D10: Provide advice, assistance and follow up on company policies, procedures and documentation.
D11: Coordinate the resolution of specifies policy related and procedural problems and inquiry.
D12: Recommend, develop and maintain human resource data base, computer system and manual filling
systems.
D13: Rationalize manpower utilization & carryout appropriate rightsizing activities.
MEASUREMENT MATRIX [How to measure the deliverables]
INPUT – OUTPUT
M01
M02
COMPETENCIES INVOLVED
1. Building Good Relationships and contributes
2. Leadership skills in managing others and developing them.
3. Willingness to Learn and increase on self knowledge and maintains self motivation
4. Identifies customer needs and meets them.
5. Represents Integrity and promotes it.
6. Adaptable and can managing change
RANKINGS: As decided
INCENTIVE SCHMES:
CREDIT: As recorded on the location by the supervisor
DEBIT: As recorded on the location by the supervisor
REVISAL: As defined by the client / as per the business need.
Regards,
(Cite Contribution)
From India, Mumbai
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Please do consider the following suggestions:
- Identify the tasks and list them in columns for each vertical. Suppose you decide to freeze the roles for the operations. Take each role in separate columns and list the tasks.
- Identify the amount of Transactional and transformational tasks required to do.
- Identify the level of decision making and approvals allowed in each role
- List down all the trainings required to make a new candidate fully functional in each role.
- Define the duration within which the candidate would be ready to deliver.
- Identify the dimension of impact from each errors made. Suppose a technical support - voice may make a mistake of taking down the customer's id in correctly. What impact would this have? How much of a business loss would it make ? Define the rupee valuation of each mistake. You would get an approximate amount from the operation managers.
- Define the educational and professional qualification required to function in each role.
- Distribute points to the dimension required . Suppose at a technical support level the decision making would make an impact of $200 or $400. Whereas a decision making by a business development executive would have a business risk of $2000 -$3000 . Hence the Business development executive would be higher in terms of level, though they may get categorized in the same band.
Few of the Titles along with the task list are shared below. Based on your exercise , you may be able to define it better for your organization.
JOB ID: TECHNICAL SUPPORT
JOB CODE: TS/01/01
REPORTING TO: [Direct supervisor to whom the person doing this job will report]
FIRST LEVEL
SKIP: [The person to whom the Supervisor will report in the
Organization]
SECOND LEVEL
SKIP: [The person whom the Supervisor will in the Client‘s
Organization]
SCOPE:
J 01: To offer support Technical Support Service to desktops, printers and laptops at the client’s locations
DELIVERABLES
D01 Diagnosing the problem and getting the same resolved as per the
severity level assigned to it.
D02 Supporting the desktop license operating system and Application
package
D03 Configuring the print servers and resolving printing problems of the
users
D04 Resolving network connectivity problems at the client end
D05 Installing software’s on the clients
D06 Performing any Install, Move, Add or Change (IMAC) at the client level
D07 Virus control –
Deploying the best practices of virus control
Registering and updating the anti-virus tool on the server
periodically as per client’s contract with the anti-virus tool
vendor
Diagnosing and rectifying any virus problems that can be fixed
by the anti-virus tool
D07 Providing feedback on any new viruses detected
MEASUREMENT MATRIX
INPUT – OUTPUT
M01 Number of diagnosis done correctly/ incorrectly.
M02 How well was the Supporting done to the desktop license operating
System and Application package
M03
M04
COMPETENCIES INVOLVED
Managing Information Resource
Managing Information Service
Apply Information Tools and Technologies
Strong communicators
Remain flexible and positive in an ever-changing environment
Contribute to the knowledge base of the profession by sharing best
practices and experiences, and continue to learn about information
products, services, and management practices.
Commit to professional excellence and ethics, the values principles of the profession.
Employ a team approach; recognizes the balance of collaborating,
leading and following
Takes calculated risks; shows courage and tenacity when faced with
opposition
Plan, priorities and focus on what is critical
RANKINGS: As decided
INCENTIVE SCHEMES:
CREDIT: As recorded on the location by the supervisor
DEBIT: As recorded on the location by the supervisor
REVISAL: As defined by the client / as per the business need.
JOB ID: HELP DESK COORDINATOR
JOB CODE: HDC/01/01
REPORTING TO: FACILITY ENGINEER
FIRST LEVEL REGIONAL RECORD BEAUREAU
SKIP:
SECOND LEVEL [The person whom the Supervisor will in the Client‘s
SKIP: Organization]
SCOPE:
JO1: To offer the help desk service at client’s location as per clients need and generate MIS reports
DELIVERABLES:
D01:Logging user calls and giving them a Ticket number or call report
D02: Assigning severity level to each call as per the definition given by the client.
D03: Tracking each call to resolution.
D04: Escalating calls, if necessary.
D05: Generating call reports using the complain call report from help desk tool.
D06: Analyzing the call statistic.
D07: IT & Telecom facility management software
- Without Interactive Voice Response Systems (IVRS)
- In parallel, the same software with Interactive Voice Response Systems (IVRS)
MEASUREMENT MATRIX [How to measure the deliverable]
INPUT – OUTPUT
M01
M02
COMPETENCIES INVOLVED
1.
2.
3.
RANKINGS: As decided
INCENTIVE SCHMES:
CREDIT: As recorded on the location by the supervisor
DEBIT: As recorded on the location by the supervisor
REVISAL: As defined by the client / as per the business need.
JOB ID: HR GENERALIST
JOB CODE: HR/01/01
REPORTING TO: CEO
SCOPE:
JO1: Implement & monitor various HR initiatives and activities.
DELIVERABLES:
D01: Responsibility includes employment, compensation, labor laws and training and development.
D02: Interview job applicants, review applications/ resumes, evaluate applicant’s skill and make
recommendations regarding applicant’s qualifications.
D03: Develop and maintain relationship with employment agencies and other recruitment sources.
D04: Prepare and maintain job documentation, and job evaluation system in coordination with the
respective department and the authority.
D05: Complete salary survey questionnaire.
D06: Prepare process and distribute payroll.
D07: Design and conduct the induction and employee orientation process.
D08: Administer and explain benefits to the employees.
D09: Recommend, develop and schedule training program and development courses.
D10: Provide advice, assistance and follow up on company policies, procedures and documentation.
D11: Coordinate the resolution of specifies policy related and procedural problems and inquiry.
D12: Recommend, develop and maintain human resource data base, computer system and manual filling
systems.
D13: Rationalize manpower utilization & carryout appropriate rightsizing activities.
MEASUREMENT MATRIX [How to measure the deliverables]
INPUT – OUTPUT
M01
M02
COMPETENCIES INVOLVED
1. Building Good Relationships and contributes
2. Leadership skills in managing others and developing them.
3. Willingness to Learn and increase on self knowledge and maintains self motivation
4. Identifies customer needs and meets them.
5. Represents Integrity and promotes it.
6. Adaptable and can managing change
RANKINGS: As decided
INCENTIVE SCHMES:
CREDIT: As recorded on the location by the supervisor
DEBIT: As recorded on the location by the supervisor
REVISAL: As defined by the client / as per the business need.
Regards,
(Cite Contribution)
From India, Mumbai
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Dear (Cite Contribution),
Thank you so much for providing this information. Could you also suggest to me what designation I should give to the support team? We have installation members, a support team that provides client-side support and their team leaders, recovery personnel who collect AMC's, and supply and deliver products, as well as teleconsultants who solve clients' problems regarding software over the phone.
Thank you.
From India, Ambala
Acknowledge(0)Amend(0)
Thank you so much for providing this information. Could you also suggest to me what designation I should give to the support team? We have installation members, a support team that provides client-side support and their team leaders, recovery personnel who collect AMC's, and supply and deliver products, as well as teleconsultants who solve clients' problems regarding software over the phone.
Thank you.
From India, Ambala
Acknowledge(0)Amend(0)
Dear Kavita,
Is your organization involved in IT Facility management? Here's a list of designations used in this sector:
1. Technical Support - the one who works live for initial troubleshooting.
2. Help desk - the one who provides support via phone, manages the complaint logs.
3. Service desk - The Engineers who troubleshoot beyond technical support.
4. Facility Engineers - The ones responsible for deployment and maintenance of documents and machines. They work during the closure of a project, collect all the machines, and audit the assets.
5. Software Support Engineers - They troubleshoot software related to machines or services offered, such as Citrix or Lotus Notes.
6. Network Admins - They handle general network admin tasks, mostly off-location.
Here are some suggestions on how to implement them:
- You would need to redesign them to create levels. For example, Junior Technical Support for an entry-level employee who would work at the client site.
- Similarly, Junior Help Desk Executive for an entry-level employee in the telephone support role.
- Employees who travel to client sites for servicing machines beyond troubleshooting may be designated as Service Engineers or Hardware Engineers. You can add Trainee/Junior/Senior to create levels.
- For employees managing documents of each machine and working end-to-end for Facility management due to AMC-related work, designating them as Facility Engineers with Trainee/Junior/Senior levels would be appropriate.
Please review the job descriptions of the two roles discussed. It will provide more clarity on them.
JOB ID: Hardware Engineer
- JOB CODE: HE/01/01
- REPORTING TO: Helpdesk
- SCOPE: To offer services including Computer Hardware repairing and troubleshooting.
JOB ID: FACILITY ENGINEER
- REPORTING TO: Reports directly to the Helpdesk for complaint management, Senior facility (Technical Reporting), Project Manager (for overall purposes).
- SCOPE: To offer support for facility management.
Thank you for considering these suggestions.
Regards, (Cite Contribution)
---
Query from Kavita Garg:
Dear (Cite Contribution),
Thank you so much for providing this information. Could you also suggest what designations I should give to the support team? We have installation members, a support team providing client-side support and their team leaders, Recovery personnel who collect AMCs and supply and deliver products, and teleconsultants who solve clients' software problems over the phone.
From India, Mumbai
Acknowledge(0)Amend(0)
Is your organization involved in IT Facility management? Here's a list of designations used in this sector:
1. Technical Support - the one who works live for initial troubleshooting.
2. Help desk - the one who provides support via phone, manages the complaint logs.
3. Service desk - The Engineers who troubleshoot beyond technical support.
4. Facility Engineers - The ones responsible for deployment and maintenance of documents and machines. They work during the closure of a project, collect all the machines, and audit the assets.
5. Software Support Engineers - They troubleshoot software related to machines or services offered, such as Citrix or Lotus Notes.
6. Network Admins - They handle general network admin tasks, mostly off-location.
Here are some suggestions on how to implement them:
- You would need to redesign them to create levels. For example, Junior Technical Support for an entry-level employee who would work at the client site.
- Similarly, Junior Help Desk Executive for an entry-level employee in the telephone support role.
- Employees who travel to client sites for servicing machines beyond troubleshooting may be designated as Service Engineers or Hardware Engineers. You can add Trainee/Junior/Senior to create levels.
- For employees managing documents of each machine and working end-to-end for Facility management due to AMC-related work, designating them as Facility Engineers with Trainee/Junior/Senior levels would be appropriate.
Please review the job descriptions of the two roles discussed. It will provide more clarity on them.
JOB ID: Hardware Engineer
- JOB CODE: HE/01/01
- REPORTING TO: Helpdesk
- SCOPE: To offer services including Computer Hardware repairing and troubleshooting.
JOB ID: FACILITY ENGINEER
- REPORTING TO: Reports directly to the Helpdesk for complaint management, Senior facility (Technical Reporting), Project Manager (for overall purposes).
- SCOPE: To offer support for facility management.
Thank you for considering these suggestions.
Regards, (Cite Contribution)
---
Query from Kavita Garg:
Dear (Cite Contribution),
Thank you so much for providing this information. Could you also suggest what designations I should give to the support team? We have installation members, a support team providing client-side support and their team leaders, Recovery personnel who collect AMCs and supply and deliver products, and teleconsultants who solve clients' software problems over the phone.
From India, Mumbai
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