User Assistance:

• First-Line Support: Providing initial support for users experiencing technical issues, inquiries, or difficulties.
• Troubleshooting: Diagnosing and resolving common hardware and software problems.

Ticketing System:

• Issue Logging: Utilizing a ticketing system to log, track, and manage support requests efficiently.
• Priority Setting: Assigning priorities to tickets based on the severity of issues and their impact on business operations.

Communication Channels:

• Phone Support: Offering help desk support via telephone for immediate assistance.
• Email Support: Providing support through email communication for non-urgent issues.
• Live Chat: Offering real-time assistance through chat for quick problem resolution.

Remote Desktop Support:

• Remote Assistance: Providing support by accessing and troubleshooting end-user devices remotely.
• Screen Sharing: Assisting users by sharing screens to guide them through problem-solving steps.

Software Support:

• Application Assistance: Helping users navigate and troubleshoot issues with software applications.
• Software Installation: Assisting with the installation, configuration, and updates of software programs.

Hardware Support:

• Device Troubleshooting: Diagnosing and resolving issues related to computers, laptops, printers, and other hardware.
• Peripheral Support: Assisting with the setup and troubleshooting of peripheral devices.

Password Management:

• Password Resets: Assisting users with password resets and account access issues.
• Account Unlocking: Providing support for unlocking user accounts due to password-related issues.

Knowledge Base Management:

• Documentation: Maintaining a knowledge base with articles and guides for common issues and solutions.
• Self-Help Resources: Empowering users to find solutions independently through self-service options.

User Training:

• Orientation Training: Providing training for new employees on IT policies, procedures, and help desk resources.
• Technology Workshops: Offering workshops to enhance end-users’ proficiency with technology.

Incident Management:

• Incident Reporting: Promptly reporting and escalating critical incidents to appropriate levels.
• Resolution Tracking: Ensuring the timely resolution of incidents and keeping users informed of progress.

Feedback and Improvement:

• User Surveys: Collecting feedback from users to evaluate the quality of help desk services.
• Continuous Improvement: Analyzing feedback to identify areas for improvement and enhance service delivery.

Shift Handover Procedures:

• Documentation of Issues: Ensuring seamless communication and issue transfer during shift changes.
• Knowledge Transfer: Facilitating the exchange of information among help desk staff for ongoing support.