What are the duties and responsibilities of a HELP DESK SUPPORT (IT) or TECHNICAL SUPPORT(IT). Pls answer...?
Question: I am looking for a job as Help Desk Support(IT) or Technical Support(IT) . So I want ur help to know the duties and responsibilities for that position.. Pls help me as soon as possible.. After ur answer I want to create a CV also. So pls help me as soon as possible...
Answer:
Help desk duties vary with each business, but usually follow same guidelines.
Level 1 -
-Take intial telephone or e-mail inquiries and troubleshooting and mangaing relatively simple hardware, software or network problems than can be resolved in five minutes or less.
-Recognizing and escalating more difficult problems to Level 2 support.
-Logging call activity.
Level 2 -
-Resolving more complex issues requiring detailed systems and apllications khowledge. These are issues that have been escalated from Level 1 support and may require five to fifteen minutes to settle.
-Using judgement and making the decision to generate a trouble or work order ticket for issues that cannot be resolved via telephone or e-mail and will rquire an on-site visit to the user's PC or workstation.
Level 3 -
-Researching and resovling the most difficult and complex problems that other help desk levels have been unable to resolve.
-Analyzing and identifiying trends in issue reporting and devising preventative solutions.
-Mentoring other help desk personnel on harware and software problem analsis and resolution.
All help desk personnel need excellent problem-solving, communication and interpersonal skills, along with patience, a positive, customer-friendly attitude and the ability to work in a team environment. In addition, they should have a strong technical understanding of the various hardware, software and networking systems being supported.
just to handle the simple questions like is your computer turned on... Let me reset your computer..
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