This qualification is designed to provide training, assessment, and recognised certification for persons within Customer Service and Information Communication Technology/Information Technology (ICT/IT) Help Desk functions within organisations and workplaces.:
The NVQB in Service Desk Operations Level 2 is aimed at persons who work within a variety of contexts and carry out some complex and non-routine tasks. The worker has responsibility and limited autonomy, reports to a senior officer/team leader/supervisor but is responsible enough to perform tasks independently and as a part of a team. Individuals must have some knowledge of service desk operations and these skills can be stacked to higher levels within the customer service area. Competencies are for persons who are likely to be in roles where for example their duties may include:
This qualification can be used in organisations that have a Customer Service/Help/Receptionist Desk where persons make initial contact with the organisation for support and guidance.