Field incoming help requests from end users via both telephone and email in a courteous manner.
Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
Analyze log files, scenarios and data provided by the users.
Build rapport and elicit problem details from help desk customers.
Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
Record, track, and document the help desk request problem-solving process,
Including all successful and unsuccessful decisions made, and actions taken through to the final resolution.
Apply diagnostic utilities to aid in troubleshooting.
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.