Help Desk

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Help Desk
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Problem Categories

• Hardware - Server, router, switch, PC, Cables etc
• Networking - Leased line, ISDN
• Application - E-mail Application, user-id, etc
• Software - OS, NOS, Windows, MS-Office, etc
• Environment - Air-conditioner, UPS, Power Supply,
  etc

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LEVEL OF SUPPORT

• Level 1 - Telco Companies
• Level 2 - Application , Problem analysis and
  resolution
• Level 3 - Final problem resolution, Vendors

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Method of Reporting

• Telephone
• E-mail
• Web

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HELP DESK SCOPE OF WORK

• Single point of contact
• Receive and resolve problems and answer request
  call
• Log and track all calls - centralized
• Alert users on any major breakdown or scheduled
  outage
• Perform first level support - isolation
  classification of calls, troubleshooting by
  analysis using appropriate tools scripts,
  problem escalation to next level, problem close

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HELP DESK SCOPE OF WORK - continue

• Perform second level support - diagnosis,
  isolation and resolution of problems reported by
  Level 1 Help Desk
• Perform proactive monitoring of network status -
  disk space, network node status, CPU performance
  utilization threshold
• Provide software - patches, file transfer ..