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Need some level 1 helpdesk related tasks and resolutions

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gdeangelis

Depending on your user base, the questions you get will vary. General questions may include:
Saving files, helping to locate files, office suite how to's like formatting, forms, tables, spreadsheets. Hardware issues, slow performance, printer problems, mouse unplugged, vga cable half out, etc. How to change a password, password resets, passwords saved incorrectly in IE. You may get inquiries about java, plug ins, or other web applications. Email questions like .pst files, archiving, missing emails, out of space, filters, away messages, forwarding, and address book issues. You may get questions from remote users. You will get questions about the line of business apps your help desk supports. You will likely receive calls about spyware, malware, or viruses and need to determine when they need to shut it down so it can be repaired or re-imaged. You may have network questions where you need to troubleshoot why they cant get to their network share or print. You will encounter driver issues, although this is much less prevalent then it used to be.
The most important thing to remember is that most people call the help desk because they need help. They have a job to do and the pc is a tool. If they can't work, it is unproductive time. You may need to schedule time to fix an issue. You may need to get help from your peers. The end user wants assistance delivered in a friendly manner. You may be on the end of a call from time to time where you need to sort out fact from fiction. You may have you ear ripped off from time to time, but if you are good at what you do, you will build fans. Don't let the person tell you from the start what the fix is either. You can listen to their ideas, but don't assume anything until you verify it. A person with a password problem may in fact have the num lock key off. An issue you might get is that the network is down or that no one can get into program xyz. It might be two people and the cubicle they share lost power, or the issues may be completely unrelated. The key is in the questions you ask, and how you ask them. You will usually get more from your user by stating "I would like to troubleshoot this with you over the phone and I will need to ask you some questions, is that okay?" rather than saying "you need to tell me what is wrong or I can't help you." Write down the questionsyou will ask in advance. Like: Has this happened before? Did you notice anything different? Does anyone else use this device? Is anyone else having trouble? Have you tried anything yet on your own? Do you hear any noises? Is the pc warm to the touch? ASKING questions like these will help develop a rapport with your user and it will help you build your "tool box" so to speak. You will need some kind of remote access to the user pcs, which is likely already in-place. You will need to know what the user is looking at. Learn the programs they use, as much as you can. After you have resolved the issue, give the user a day or two, then follow-up with them to make sure they are still happy. Also, while you may not run into this, many shops support voip, faxes, copiers, printers, scanners, biometrics, timecard or door lock systems and many different flavors of pc's. It will do no harm to familiarize yourself with as much of this as possible. This extends to apps that your peers or specialists support directly. Know who does what in your department so you can route the call to the appropriate person. Then, ask that person who solved it to show you (if appropriate) what the fix was. This last bit should be done once you are familiar with everyone and have a good working relationship with those people. Some specialists may take offense to a new hire asking too many questions, so save this stuff for when you have some time under your belt and for when the office is not under heavy load. Lastly, set reasonable time limits to the calls. Don't keep a user on the phone for too long. And, don't let tickets fall off the radar. Nothing worse than the user calling the manager because they feel they were not helped.