Support Roles Paper

Support Role Paper

CIS/294

Support Role Paper

Help desk workers are troubleshooters, he or she offer aid to people with numerous computer problems. Help desk workers aide consumers with many means of communication tools, in person, telephone, and e-mail. Help desk workers will provide several services to consumers. Employees at the help desk will install software programs, such as virus protection and clean consumer’s computers.

To be a Help desk worker, a person must acquire problem-solving skills and patience. Patience is required to constantly coach consumers on the methods to take to solve computer troubles. Computer support specialists must have the skill to pay attention, and ask questions to identify and fix computer issues. Strong writing skills are also needed. Help desk workers must be a team player

Different Levels of Customer Service

The first level of a customer help desk resolves most commonly asked questions, or resolutions that often belong in a knowledge base. The first level of a customer help desk is also responsible for maintaining a customer log upon any contact with the consumer. A computer support specialists assign job orders to office staff. Failure to resolve at the first-level, the issue is assigned to a second level. The second level can handle more problematic calls. A third level of a customer help desk will have the tools necessary support to handle specific computer needs. Employees will be able to apply updates and fixes that affect the client directly.

Network Support Technician

“A network support technician works in a number of ways to make a business work smooth and efficiently. Whether it is a small business or a large company, the necessity for a network support technician is the same. Because a typical business is run through a network that allows different departments to communicate with one another, which network needs to be functioning properly at all times. This means that the network support...