What are the duties and responsibilities of a HELP DESK SUPPORT (IT) or TECHNICAL SUPPORT(IT). Pls answer...?
Asked by faisal
I am looking for a job as Help Desk Support(IT) or Technical Support(IT) . So I want ur help to know the duties and responsibilities for that position.. Pls help me as soon as possible.. After ur answer I want to create a CV also. So pls help me as soon as possible...

Best Answer:
Help desk duties vary with each business, but usually follow same guidelines. Level 1 - -Take intial telephone or e-mail inquiries and troubleshooting and mangaing relatively simple hardware, software or network problems than can be resolved in five minutes or less. -Recognizing and escalating more difficult problems to Level 2 support. -Logging call activity. Level 2 - -Resolving more complex issues requiring detailed systems and apllications khowledge. These are issues that have been escalated from Level 1 support and may require five to fifteen minutes to settle. -Using judgement and making the decision to generate a trouble or work order ticket for issues that cannot be resolved via telephone or e-mail and will rquire an on-site visit to the user's PC or workstation. Level 3 - -Researching and resovling the most difficult and complex problems that other help desk levels have been unable to resolve. -Analyzing and identifiying trends in issue reporting and devising preventative solutions. -Mentoring other help desk personnel on harware and software problem analsis and resolution. All help desk personnel need excellent problem-solving, communication and interpersonal skills, along with patience, a positive, customer-friendly attitude and the ability to work in a team environment. In addition, they should have a strong technical understanding of the various hardware, software and networking systems being supported.
Robert Half Technologies Glossery of Job Descriptions
Answered by Anthony

just to handle the simple questions like is your computer turned on... Let me reset your computer..
Answered by amber_a_a