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Job role and common queries in help desk technician level 2

Posted on 2009-04-06
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Hi

Im starting a new work in next week and I newer work in IT business Im graduate of compTIA A+.
To my role will
Service Desk:

" Provide a single point of contact for users to make requests, raise queries, report incidents or log complaints relating to ICT services.
" Record and track all incidents and complaints, keeping the customers informed on status and progress, and
" Resolve a high proportion of queries during the first contact.

Desktop Support:

" Installation and support of hardware and software (e.g. PCs, laptops, printers, MS Office, Outlook etc.), routine systems refresh and equipment disposal.
" Handle incidents and change requests recorded by the Service Desk.
" Use of remote support tools to resolve incidents

Skills Require

" Knowledge of Microsoft Windows 2000 Professional.
" Knowledge of Microsoft Office for support purposes.
" Experience of PC hardware technologies.
" Experience of Printer technologies

Can somebody have any experience with that kind of work any good tips or most common queries regarding that job title ???

Big thanks for all feedback!
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Question by:drogi
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rickxtac earned 500 total points
ID: 24089118
Congratulations on your new position. The roles you listed are pretty basic for a helpdesk technician.

Every company utilizes different applications. I would recommend that during your first few weeks try and familiarize with all these applications. The more knowledgeable you become with these applications the easier it will be for you to troubleshoot in the future. The majority of the tickets you will receive is going to be related to these programs.

Since you are dealing directly with customers you should always provide good customer service. some tips from HDI(helpdesk institute):
-be responsive [time taken to resolve issue/resolve on first call]
-actively listen [understand the issue completely including urgency level]
-document [note the issue, steps taken to resolve and final outcomes]
-follow up [verify issue resolution and/or complete outstanding issues]
-own it [work the issue to completion. follow up if reassigned]
-quality service [apply technical knowledge & achieve customer satisfaction]

image: always consider the image of the support center
culture: work within the expectations of the company culture without sacrificing efficiency
impact: understand the impact of your service delivery

My own tips from experience:
Understand that when users call the helpdesk they are in need of assistance, and they are depending on you for support. Always try to be professional and show empathy for the user's problem. Avoid using tech jargon which might confuse the user, instead try to explain the issue using vocabulary so that he/she will understand. Take good notes and enter it into your ticketing system, it will aid you in the future if the same issue arises. The quality of your work will also be shown by how well you document the issue. Always follow up; keeping the user informed on the status of the issue will provide them a sense of reassurance that someone is working to resolve their problem and that they have not been forgotten.

Good Luck

-rick
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