JOB Description

The help desk job will vary depending on the organization and overall systems environment but these are the tasks and activities common to most help desk positions. Also detailed are the key skills and abilities required for successful job performance.
 

    HELP DESK


General Purpose
User support and customer service on company supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action.
Main Job Tasks and Responsibilities

• respond to requests for technical assistance in person, via phone, electronically
• diagnose and resolve technical hardware and software issues
• research questions using available information resources
• advise user on appropriate action
• follow standard help desk procedures
• log all help desk interactions
• administer help desk software
• redirect problems to appropriate resource
• identify and escalate situations requiring urgent attention
• track and route problems and requests and document resolutions
• prepare activity reports
• stay current with system information, changes and updates

Education and Experience

• working knowledge of fundamental operations of relevant software, hardware and other equipment
• knowledge of relevant call tracking applications
• knowledge and experience of customer service practices
• related experience and training

Key Competencies

• oral and written communication skills
• learning skills
• customer service orientation
• problem analysis
• problem-solving 
• adaptability
• planning and organizing
• attention to detail
• stress tolerance

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Presentation Transcript

1. Help Desk Technical Support Your complete passport to resources .
   • Prepared, By Leon Blum
2. Purpose
   • To provide an organizational structure that will effectively support our employees, and to ensure orderly reporting of problem resolutions .
3. Objectives
   • Provide one central point of contact for problem resolution and inquiry.
   • Provide one centralized problem management system.
   • Provide high level of technical expertise to support our employees .
   Centralized Problem Management
4. Service
   • . Provide day-to-day support that will include problem receipt: date, time, description of the problem, and its resolution.
   • Maintain a database history. This database will provide us with information to measure the service level .
5. Contact Information Available 24 x 7 Direct phone contact
6. Goals . Quickly and efficiently resolve problems. . To have effective communication between employees and support groups, thus eliminating calling the help desk. . System will provide us with the ability to escalate problems automatically, if necessary .
7. Structure
   • Help Desk (Level 1)
   • Tech Support specialists (Level 2 )
   • Vendor Tech Support (Level 3 )
8. Severity Definitions Call back response -Will Vary-
   • High - System down or application is inoperative
   • Medium - High impact condition associated with an application or an hardware problem.
   • Low - Application performance, or an intermittent low-impact condition associated with software problem or user question .
9. Escalation Process Help Desk Tech Support Application
   • Help Desk
   • Tech Support Mgr
   • Application Mgr
   • Chief Info Officer
10. Gathering Information
    • Name , Phone, Location and computer name .
    • Hardware and software.
    • Screen shots of the error message .
    • Information required
11. Gathering Information. ( cont’d.)
    • Name of the operating system
    • Name of the application
    • Detailed description of the problem
    • Was a change made ?
12. Help Desk
    • Insure that all the information is accurately recorded.
    • Perform level-1 problem resolution within 20 minutes time frame.
    • Escalate to management , if the problem impacts the bank’s business.
    • Track tickets to insure that they are resolved on time .
    • Perform level-2 problem resolution for selected applications.
    • Perform on-site services in case of an emergency .
13. Support Tools
    • Knowledge base for employees to resolve their own problems
    • Internet Support Web pages. “Google”
    • In-house troubleshooting database.
14. Communication Keys
    • Work to establish accurate expectations with employess and technical support groups.
    • Forward escalations to technical support managers, if business is affected .
15. Features and Benefits
    • Questions and problems will be logged on-line.
    • Cost control, by not waiting on the phone .
    • Notification of employees by email when tickets require additional information, and also, when tickets are resolved.
    • Multiple screens will provide employees with history of opened
    • and closed tickets. Ticket activity will be viewable work progresses.
16. Features and Benefits (cont’d)
    • Will provide audit trail of problems and resolutions
    • System will be used to track and monitor recurring problems.
    • Employees will be able to communicate electronically via email to
    • inquire about the status, and to see the progress as the ticket is updated.
17. Bank Hapoalim, Accomplishment The success of the project was an accomplishment of team effort with IT Management , and development group . The help desk system was officially opened in February 2001 for the United States and Rep’s offices in April

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Help Desk Software | Help Desk Service IT Support

Customer satisfaction is vital for business enhancement. Better customer support is one of the vital ways of winning customer satisfaction and better customer support is unthinkable without help desk software. The purpose of help desk software is the computerization of effective management of customers’ enquiries and problems. In other words, it improves help desk tasks by recording and tracking the customers’ requests and queries and helps you in achieving your targets in your business pursuits.

Service Desk helps