Service Desk Support Analyst X3 – Botswana Power Corporation

Works cooperatively as part of a team and collaboratively with peers, internally and externally. Specifically, values others’ input; for example, actively bringing people together around a specific problem.

Listening with Respect

Shows respect for others by seeking to understand their perspectives. Demonstrates positive regard for others, assuming that each person has unique capabilities. Specifically, digs deeper / asks questions; for example, picking up on others’ underlying concerns and drivers and asks questions to understand them.

Acts proactively to avoid problems or identifies and takes advantage of opportunities. Specifically, is proactive; for example, recognizing and acts on current opportunities or problems and takes action.

Focuses on assessing, measuring and improving performance. Shows drive and determination to meet short- and long-term goals. Specifically, strives to meet challenging goals; for example, setting ambitious, but realistic goals for performance improvement (for self and/or own team).

Understanding Others

Takes an active interest in other people. Seeks to understand their individual perspectives and concerns and accurately hears the unspoken or partly expressed thoughts, feelings and concerns of others. Specifically, actively listens; for example, repeating what was heard to check understanding, particularly in difficult conversations.

Maintains control of their emotions even under difficult situations in order to continue to perform effectively. Specifically, calms others; for example, helping other people respond constructively during times of stress.

Identifies and meets the needs of internal and external customers, being continually focused on outcomes for customers. Specifically, improves service; for example, asking for customers feedback and takes action for improvement.

Approach to Thinking

Thinks through situations of varying degrees of complexity and ambiguity, in order to understand them clearly. Specifically, sees multiple relationships; for example, identifying several likely causes or consequences of a situation.

Manages, tracks and attends to multiple pieces of information, bringing order and clarity. Specifically, monitors others’ work; for example, checking to ensure that procedures are followed.

A desire to know more and seek information to inform decisions. Specifically, explores; for example, establishing the facts by digging deeper, asking probing questions and challenges first responses.

People Development

Builds capability of others by teaching, coaching and/or mentoring them to do an excellent job for the long-term. Specifically, provides on-the-job training; for example, giving practical support and imparts expertise, shares reasons and rationale as well as procedures.

Functions independently and with confidence in challenging situations. Specifically, expresses confidence in themselves; for example, expressing confidence in own ability or judgment.

Works without supervision and provides technical guidance as needed on receiving and recording all relevant customer details and detailed problem descriptions.

IT support

Works without supervision and provides technical guidance when required on monitoring, diagnosing and fixing technological problems.

Works without supervision while providing technical guidance as needed on meeting high customer service standards.

Uses comprehensive knowledge and/or skills to independently receive, monitor and deal with allocated customers while providing guidance and training to others.

Compliance

Works with guidance (but not constant supervision) to achieve full compliance with applicable rules and regulations in management and/or operations.

Works with guidance (but not constant supervision) to develop appropriate plans or perform necessary actions based on recommendations and requirements.

Works without supervision and provides technical guidance when required on analyzing data trends for use in reports to help guide decision making.

Data Management

Works without supervision and provides technical guidance when required on acquiring, organizing, protecting and processing data to fulfill business objectives.

Uses an understanding of numerical concepts to perform mathematical operations such as report analysis with guidance (but not constant supervision).

Planning and Organizing

Works without supervision and provides technical guidance when required on planning, organizing, prioritizing and overseeing activities to efficiently meet business objectives.

Works without supervision and provides technical guidance when required on developing, monitoring, interpreting and understanding policies and procedures, while making sure they match organizational strategies and objectives.

Uses clear and effective verbal communications skills without supervision and provides technical guidance when required on expressing ideas, requesting actions and formulating plans or policies.