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Need some level 1 helpdesk related tasks and resolutions

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Need some level 1 helpdesk related tasks and resolutions

crysis2
Hi,

I am starting out as a level 1 helpdesk rep and i would like to know what are the general level 1 helpdesk tasks that i would have to resolve on day to day basis.

What kind of common inquiries I would be be getting and what would be the solutions to the problems??


Thanks for your help.
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    gdeangelis

    Take good notes. Don't speak over the end user. Ask good questions. Really listen to them. Listen for their tone. Listen for hostility/frustration. Speak in a calm but never condescending manner. Learn your customers. Learn to sense their frustrations. When the call is done, if it was a difficult issue, give the user a call or email if appropriate. Let them know you are there to help with future issues. Tell them what you are going to do. And, if you can teach them something along the way, you will be appreciated.

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    boydchrisnz

    I have started a new job on a help desk and have had many interesting calls and "tickets" appear on my desk. These have ranged from user's making typos in email address to incompatibilities with old software and Windows 7. From my previous experiances on other help desks, I have found that I will always be surprised by users and what issues they submit.

  • +
    0 Votes
    gdeangelis

    Take good notes. Don't speak over the end user. Ask good questions. Really listen to them. Listen for their tone. Listen for hostility/frustration. Speak in a calm but never condescending manner. Learn your customers. Learn to sense their frustrations. When the call is done, if it was a difficult issue, give the user a call or email if appropriate. Let them know you are there to help with future issues. Tell them what you are going to do. And, if you can teach them something along the way, you will be appreciated.

    +
    0 Votes
    boydchrisnz

    I have started a new job on a help desk and have had many interesting calls and "tickets" appear on my desk. These have ranged from user's making typos in email address to incompatibilities with old software and Windows 7. From my previous experiances on other help desks, I have found that I will always be surprised by users and what issues they submit.