Evaluate documented resolutions and analyze trends for ways to prevent future problems.
Field incoming help requests from end users via both telephone and e-mail in a courteous
Document all pertinent end user identification information, including name, department,
contact information, and nature of problem or issue.
Build rapport and elicit problem details from help desk customers.
Prioritize and schedule problems. Escalate problems (when required) to the appropriately
Record, track, and document the help desk request problem-solving process, including all
successful and unsuccessful decisions made, and actions taken, through to final
Apply diagnostic utilities to aid in troubleshooting.
Access software updates, drivers, knowledge bases, and frequently asked questions
resources on the Internet to aid in problem resolution.
Identify and learn appropriate software and hardware used and supported by the
Perform hands-on fixes at the desktop level, including installing and upgrading software,
installing hardware, implementing file backups, and configuring systems and
Install anti-virus software.
Performing preventative maintenance, including checking and cleaning of workstations,
printers, and peripherals.
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow-ups to help requests.
Develop help sheets and frequently asked questions lists for end users.