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原帖由 25BryanLiu 于 2009-7-25 22:16 发表 ![]()
help desk 一般主要负责level1和leve12的问题，如果解决不了就forward 到next level也就是senior help desk 或者叫 help desk analyst
以下是Help Desk的说明：
Help Desk Level 1 to 3
Level 1
Take user calls and manage trouble tickets
o Ability to staff and manage the organizations helpdesk and effectively respond to routine customer calls
o Ability to use proper grammar and spelling in documenting trouble tickets
o Ability to use the organization's trouble ticket system to log calls, update status and document resolutions
o Ability to escalate problems to the appropriate IT group for resolution
o Understanding of the benefits of using the corporation's standard greeting in supporting customers
Troubleshoot problems
o Ability to effectively answer customer questions about desktop systems and telephones.
o Ability to provide customers first level troubleshooting assistance
o Knowledge of latest IT technologies and how they may apply
Provide customer service support and training
o Ability to provide personal computer operations desk side support
o Working knowledge of the responsibilities of the help desk operator
o Ability to identify, manage and overcome barriers to communication
o Ability to independently operate a help desk and assist customers with needs and problems
o Ability to effectively communicate with customers
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o Knowledge of the organization's hardware and software usage policies and ability to apply policy in supporting customers
o Ability to assist and provide instruction on the basics of back-up and recovery of user disk files
o Ability to install, configure and provide instruction on basics of using common office software tools
o Ability to solicit customer feedback and use the information to improve customer service
o Ability to assist and provide instruction on the use of the organization's telephone system
Provide system maintenance and tracking
o Ability to employ basic procedures for user account management and access
o Ability to support the organization's printer systems
o Ability to physically clean and maintain local and network devices
o Ability to evaluate user software for license compliance and currency
o Ability to effectively manage IT assets including inventories, acquisition and disposal of equipment
o Ability to maintain and repair basic desktop computer components and peripherals used in the organization
Install and upgrade PC and network devices
o Ability to install and test server or personal computer software upgrades
o Ability to install and configure personal computer operating system software
o Ability to provide move, add and change support for users accounts, computer equipment and telephones
o Ability to effectively remove old computer equipment and cabling
Level 2
Take user calls and manage trouble tickets
o Knowledge of the organization's trouble ticket system and ability to use it to assess customer needs and improve helpdesk service
o Knowledge of the organization's trouble ticket system and ability to use it to assess customer needs and improve helpdesk service
o Ability to provide timely and effective status updates to customers
o Ability to assess and escalate serious or unusual problems to the appropriate IT group for resolution
o Ability to provide standard trouble ticket status reports to management
o Working knowledge of the variables determining priority/severity of a call
o Ability to monitor help desk workload and prioritize trouble tickets to effective use time
Troubleshoot problems
o Ability to use the organization's problem management process and access the resources needed in resolving problems
o Ability to support and troubleshoot advanced office applications
o Ability to monitor organization's IT service quality and recognize and respond to service quality abnormalities
o Ability to develop, test and implement solutions to problems detected during troubleshooting
o Ability to use existing resources to obtain knowledge on the organization's network devices
o Ability to provide customers remote troubleshooting assistance from the helpdesk or personal workstation
o Knowledge of latest IT technologies and how they may apply
Provide customer service support and training
o Demonstration of a service-based attitude in dealing with customers
o Ability to use active listening techniques to improve communication with customers
o Ability to proactively manage communications and liaison with customers and technical groups using regular updates and status reports
o Ability to use that organization's procedures, including surveys, escalation and other tools for analyzing customer assistance call trends and systemic problems
o Ability to provide basic PC and telephone security training for users
o Ability to support and train users in the use of self-help tools implemented in the organization
o Ability to assess training needs and develop new training or self-help materials
Provide system maintenance and tracking
o Ability to apply basic security measures for internet, help desk, and desktop operations
o Ability to apply basic security measures for internet, help desk, and desktop operations
o Ability to update and configure desktop/PC OS, BIOS and drivers
o Ability to install and network personal computer operating systems
o Ability to evaluate network and support tool software for license compliance and currency
o Ability to successfully administer and manage email and telephone accounts
o Ability to perform network services back-ups and recoveries
Install and upgrade PC and network devices
o Ability to install new application software on servers and user PCs
o Ability to order IT hardware, software and supplies within organization's guidelines
o Ability to provide move, add and change support for users accounts, computer equipment and telephones
o Ability to prepare a site and develop a basic work plan for an IT installation
o Ability to install, configure and repair basic computer hardware and software
o Ability to install, terminate and test a variety of network cabling configurations
o Ability to configure and document LAN and network device software
Level 3
Take user calls and manage trouble tickets
o Ability to provide standard and/or special status reports on the entire trouble ticket system
o Ability to gather and use customer inquires, feedback and call trends to improve quality of service
o Ability to use surveys to assess and improve the organization's help desk and desk side service quality
o Ability to use common metrics to assess quality of help desk support
o Knowledge of the organization's call monitoring system and how it can help to improve performance
Troubleshoot problems
o Ability to analyze major network or help desk problems and research solutions
o Ability to develop, test and implement solutions to unique or unusual problems detected during troubleshooting
o Ability to document and communicate problems, solutions and the implementation process
o Knowledge of latest IT technologies and how they may apply
o Knowledge of established troubleshooting guidelines and procedures and ability to use them
o Ability to set up and document new troubleshooting procedures
o Ability to use open and closed questions in troubleshooting problems with customers
Provide customer service support and training
o Knowledge of the operations of other technical groups and ability to effectively provide liaison for users with these groups
o Ability to identify and develop new or improved user training
o Understanding of knowledge management principles and how they are implemented in the organization
Provide system maintenance and tracking
o Knowledge of information security and how prompt reporting of security breaches mitigate potential problems
o Ability to manage and supervise help desk services
Install and upgrade PC and network devices
o Ability to install and properly configure wireless end user network devices and connections
o Basic ability to install new network architectures or configurations
o Ability to conduct large scale software deployments
o Knowledge of the design and installation of network cabling
o Basic understanding of the organization's network and LAN architectures and supporting technologies
在中国 没有按照 这么严格地划分。而且实际工作中也没有按照这样弄。 |
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楼主: lorenstone
IP卡
狗仔卡
发表于 2009-7-26 07:46
显身卡
