Job role and common queries in help desk technician level 2
Posted on 2009-04-06
Im starting a new work in next week and I newer work in IT business Im graduate of compTIA A+.
To my role will
" 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.
" 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
" 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!