[Free e-book] Beyond performance: A guide to measuring your IT technicians' skillsets
We prioritize tracking and optimizing the performance of help desk technicians, but often fail to account for how closely performance is tied to technician skillsets. Identifying individual skill levels of technicians is vital in understanding and improving the overall capability of your help desk.
This e-book covers:
1. Distinguishing performance measurement from skill assessment.
2. Multiple ways to evaluate technician skillsets.
3. Linking each skill to different help desk facets.
4. Strategies for enhancing overall team productivity.
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