Service desk skills matrix template

A skills matrix template is a tool service desk teams can use to effectively manage and assess their skills and knowledge.

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Excel skills matrix
  • Table of contents

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Overview Copied

With our free service desk support matrix template, you will receive a clear overview of the skills that are present in your organization, as well as those that are missing. Using this information, you can develop and implement a plan to ensure that your employees’ skills are up to date, comprehensive, compliant, and ready for the future.

  • HDI Support Center Analyst
  • HDI Support Center Team Lead
  • ITIL Foundation
  • CompTIA A+
  • CompTIA Network+
  • CompTIA Security+
  • Microsoft Certified: Azure Fundamentals
  • Microsoft Certified: Azure Administrator Associate
  • Cisco Certified Network Associate (CCNA)
  • Certified Wireless Network Administrator (CWNA)
  • VMware Certified Professional (VCP)
  • Red Hat Certified System Administrator (RHCSA)
  • Apple Certified Support Professional (ACSP)
  • Zendesk Certified Support Admin
  • Freshdesk Certified Product Expert
  • Zendesk Certified Admin
  • Salesforce Certified Service Cloud Consultant
  • ServiceNow Certified System Administrator
  • BMC Certified Associate: BMC Helix ITSM

Benefits Copied

Skills management software can help service desk teams identify skill gaps and develop targeted training programs to address those gaps, ultimately improving customer satisfaction and reducing downtime.

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Revisions Copied

Original version | April 20, 2023

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