...Computer Help Desk Support Table of Contents 1. The Employee calls the help desk with issue or question 2. A helpdesk ticket is created 3. The help desk employee either addresses the issue or question or forwards the issue or question to a higher level technical support staff 4. The help desk staff member follows up and ensures the issue or question is resolved 5. The help desk employee checks with the employee to make sure there are no more outstanding issues or questions 6. The help desk ticket is resolved The in-house help desk of any organization is important for the assistance of employees. It is vital to any organization’s success that the company’s employees are able to create documents. A help desk is a resource which employees can use to troubleshoot program errors, maneuver through unfamiliar programs, and ask general questions. There are many more uses for the help desk within an organization. The help desk can be an invaluable resource for any employee, regardless of his or her computer experience. The general process of the help desk is as follows: ➢ The employee calls the help desk with issue or question. ➢ A help desk ticket is created. ➢ The help desk employee either addresses the issue or question or forwards the issue or question to a higher level technical support staff member. ➢ The help desk staff member follows up and ensures the issue or question is resolved. ➢ The help desk employee...
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...Table of Contents Computer Help Desk Support 1 Computer Help Desk Support The in-house help desk of any organization is important for the assistance of employees. It is vital to any organization’s success that the company’s employees are able to create documents. A help desk is a resource which employees can use to troubleshoot program errors, maneuver through unfamiliar programs, and ask general questions. There are many more uses for the help desk within an organization. The help desk can be an invaluable resource for any employee, regardless of his or her computer experience. The general process of the help desk is as follows: • The employee calls the help desk with issue or question. • A help desk ticket is created. • The help desk employee either addresses the issue or question or forwards the issue or question to a higher level technical support staff member. • The help desk staff member follows up and ensures the issue or question is resolved. • The help desk employee checks with the employee to make sure there are no more outstanding issues or questions. The help desk ticket is resolved. The diversity of today’s workforce provides many opportunities for help desk employees to assist employees with a wide variety of computer application experiences. Familiarity with computer software can greatly differ for employees in which computer software experience is not a required part of their job position. The help desk can save valuable time: time an employee...
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...flowers__________________________ Chapter _ 5_______ The goal of most help desk operations is to provide clients with a single point of contract for information requests, IT services, and problem resolution. • Many help desks are organized in a multiplayer system. The lowest level is an incident screener. Common features of ACD: Skill set distribution , overflow routing, call accounting, queue time. The information Technology Infrastructure Library ITIL, is one of many evolving frameworks, guidelines and standards. The Physical Environment of a help desk facility includes the Workspace, furniture, equipment and computer systems help desk agents. Support workers may be vulnerable to job stress when the expectations of a position do not match personal characteristics of a worker. Key Terms: Archive – An incident archive is a database or paper file used to store and retain records relating to closed incidents. Asynchronous – A method of communication In which the communicators do not have to participate at the same time; e-mail and web based communication are examples. Authentication procedure – An incident management step in which an agent determines whether the help desk is authorized to handle a call. ACD- A computer telephony system that automates many of the first steps in incident management, such as a greeting. Best Practices – Procedures, tools and methods that successful support groups employ; these practices often set apart very successful support operation s from mediocre ones. Call...
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...computing refers to the use of computers for both business and personal use. 2. The first computers used widely in businesses were available during the 1940s. 3. The goal of transaction processing on early computers was to replace as much manual processing of business information as possible with automated processing. 4. Among the reasons for the growth in decentralized computing was the availability of inexpensive personal computer hardware and productivity software. 5. The applications development backlog was due to the inability of computer professionals to design and write programs fast enough to keep up with the demand for new applications. 6. All knowledge workers are computer professionals. 7. A knowledge worker is another name for a computer user. 8. Use of a computer’s graphical user interface means that users no longer have to remember which command to enter to perform a task. 9. To operate a graphical user interface, a user types keyboard commands to tell a computer which tasks to perform. ____ ____ ____ ____ ____ ____ ____ 10. The Information Technology department is a modern name for the Data Processing department. ____ 11. Distributed computing links large-scale systems and personal computers to meet both organizational and individual worker needs. ____ 12. Computer departments in most organizations today are called data processing departments. ____ 13. One way to classify end users is by whether they use a computer occasionally, frequently, or extensively...
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...technical support and problems solving services * Provided technical support via phone, the internet, or in person * Diagnosed software-hardware problems * Accurately documented all technical support and customers help-desk interaction * Prepared reports and stayed up to date regarding system information * Strategically install and upgrade network computer applications, upgrade and maintain computer hardware, and perform critical backups * Enhance database performance, perform restores, implement recovery procedure, handle performance tuning, and conducted regular system backups * Provided networking desktop support and perform mainframe and account maintenance tasks * Handled technical troubleshooting within an enterprise environment, including system crashes, slowdowns and data recovery * Ability to perform task independently under pressure * Provided installation support and services to setup, install, move, add and change for PC hardware and software. * Provided IT support at local and remote audio and video conferences when needed. * Provided detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolutions. * Provided technical help desk support for AAIC’s hardware/software infrastructure * Provided Point of Sale technical support for our Independent Agency channel to issue New Business to enable AAIC profitable growth. * Provided computer help desk support via telephone...
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...pIMPORTANT CPSB TECH SUPPORT NOTICE - REGISTER YOUR COMPUTER! When you receive your CPSB computer, you need to contact the Tech Support Center to have the computer registered to you so that you can do administrative tasks such as adding printers and software. Until this step is done, you will not be able to fully use your computer. You only need do this registration once when you receive a new computer or have someone else's computer transferred to your possession. To register your computer, please follow these steps: 1. Submit a Technology Help Desk request at http://help.cpsb.org with the following information: • First and last name of the person registering the computer • Site location and room number / name where computer will be located • The computer's serial number (a.k.a. Service Tag) which is a seven alpha-numeric character string. (This can be found on the front or the back of the computer as shown in the illustrations at the bottom of the page.) • IF YOU ARE A SPECIAL EDUCATION INSTRUCTOR, PLEASE NOTE THAT IN THE EMAIL AS WELL. If you have problems accessing http://help.cpsb.org from the computer, you can submit a request from another computer. 2) When the ticket is submitted, an issue will be generated in the CPSB Help Desk database. A member of the Tech Support staff will process the request in turn by accessing the computer over the network and make the necessary changes. It is important that once you have put in a request that you leave your computer turned on all the...
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... Topic: Computer Technology Carrer 1. Why did you choose this career? I choose this career because this is what I want to do and study. I always licked computers and I know it’s a growing career. 2. Education Requirements? There are several ways to go about obtaining this career as stated on computer technician job description you can obtain this career by acquiring an associates degree from select community collages, complete a post secondary training school or enroll in an online school. 3. What experience is needed (if required) The only experience required is a associates degree or technical training in the field and a Hart for technology. 4. Potential salary? As stated on computer technician job description a computer technician can make any where from $30,000 to $65.000 a year depending on how much training and how good you are. 5. A brief job description ? A computer technician or IT provides a wide range of technical support to individuals and businesses using computer software, hardware ,help lines and other equipment depending on specific responsibilities, IT's may go by several different titles including computer repair technician, technical support specialist, help desk technicians, field service technicians and information technician support administration. The difference between Tec support and help desk, Tec support and help desk are both in the same tear as call center services but the differences is that help desk is more of...
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...technical support -Expert phone support for Mac OS X. IOS and Apple –branded consumer applications and appS enhanced global hardware coverage for macs, including onsite repair for desktops Enhanced hardware coverage for iphone, ipad, and ipod including battery coverage and advanced exchange service for hardware repairs. Applecare protection plan 1. Custom applecare hardware agreements 2. Applecare help desk support 3. Applecare OS support * Applecare programs 1. Limited terms service account program * * * Custom Applecare agreements are available to business customers who meet certain purchase and support infrastructure requirements * Custom bids and contract request can be submitted at http;//applecare.apple.com * * Applecare help desk support provides graphical user interface level assistance for business customers with an internal information technology department * * Applecare help desk support 1. Provides priority access to Apples senior technical support staff 2.Includes apples own diagnostic tools 3. Includes apple technician training and applecare help desk tools a (set of dvdss)updated quarterly. Applecare OS support provides information technology departments the support they need. Applecare os support provides support for businesses using Ios , Mac OS X, or mac OS X Server Applecare OS Support Three different levels of support available. Select, Preferred and Alliance. Phone and email support for advanced...
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...Chapter 2 REVIEW OF RELATED LITERATURE AND STUDIES Now a days, technologies become usually a part of our daily life. Research has become increasingly important for the field of business today. Company or Institution must base their statements on verified facts. In addition one might be able to absorb and learned this research study. The literature and studies cited in this chapter tackle the prospects of Company and Institution, as well as the process of Computer monitoring system. FOREIGN LITERATURE AND STUDIES There has been a significant amount of previous work done in the monitoring of computer hardware device. In particular, Mohammed EL Shobaki conduct a study, “On-chip Monitoring for Non-Intrusive Hardware/Software Observability” bears the most similarity to this work. In this thesis work the authors propose a solution to the problem where the monitoring and troubleshooting of computer hardware device become important part in maintaining observability of the computer system. He stated that today’s computer-based products are complex and require extensive efforts to design and test. They are complex because they comprise many components, complex software and hardware, and features a lot of functionality. This is a trend which is clearly seen in the consumer electronics market, and in state-of-the-art industrial systems. The development of these products tends to be as challenging as it is increasingly time consuming, expensive, and error-prone. Therefore, the developers...
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... TEC 401 July 16, 2012 Clyde Roberts Personnel in Technology Technology support teams are on the rise with new and improved technological advances are emerging. Effective technology support teams reflect knowledge, experience, and strong communication skills. Technology plays a major role in organization operations in today’s society compared to decades prior. The key to success in using the many forms of technology available is to train users about the technology and the operation of the devices. In this paper, I discuss the training and implementation programs in using technology, performance support and Help Desk technologies, and the relationships between coworkers as well as between support teams and customers. Training Training is the foundation of organizational success. Organizations and their employees should have knowledge of the technologies used in the workplace and understand the enhancement technological tools bring to the workplace. Unfortunately, end-user information systems (EUIS) training is not a top priority in a time it is necessary with the growing technological advances (Regan & O’Connor). Training, in essence, defined as a learning experience with a beginning and end differs from support as support implies an ongoing learning experience. Specified by Regan and O’Conner (2002), the purpose of training is to ensure the “right users [are]...
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...1) Computer differentness Dell-inspiron desk top | HP-pavilion HPE desk top | Model : 1660s-2000Bk | Model : H8-1234 | Hard disk capacities | 500GB | Hard disk capacities | 1TB | Amount of ram/expandable ram | 4GB/8GB | Amount of ram/expandable ram | 10GB/36GB | Processor speed | 2.7 Ghz | Processor speed | 3.56 Ghz | Cost | $399.99 | Cost | $699.99 | Toshiba -Satellite laptop | HP-Elite Book Laptop | C855D-S5205 | Model :XU1OLUT | Hard disk capacities | 320GB | Hard disk capacities | 750GB | Amount of ram/expandable ram | 4GB/16.6GB | Amount of ram/expandable ram | 8GB/32GB | Processor speed | 1.7 Ghz | Processor speed | 2.20 Ghz | cost | $329.99 | Cost | $3,166.88 | 2) What computer will go with the best jobs? The first profession that I chose to look at was an educator. The computer that I feel would meet the needs of an educator is the Dell-inspiron desk top Model: 1660s-2000Bk. The reason that I feel this is the best fit is a program that would help an educator is Microsoft office. The requirements for the program is that the computer is going to need 3.0 GB disk space, 256 MB RAM, and a 500 MHz or faster processer. Everything that Dell-Inspiron desk top meets everything that they need and it’s not too expensive. The second profession that I chose to look at was a Movie Maker. The computer that I feel would meet the needs of an educator is the HP-pavilion HPE desk top Model : H8-1234. The reason that I feel this is the best fit is a program...
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...SCR help desk. She said that I can get more information on the Internet. She wants any input by early next week. She said there's lots of information out there on this topic. She wants me suggest a plan for creating an SCR help desk (SCR –TIMS Work session, Session 12, To Do List, #1). Unit 9 Assignment: Working with SCR Associates. Please complete the following projects using MS Word. Save the project as Unit 9 Project.doc and place it into the Unit 9 Project Drop Box. Click here to access the “SCR-TIMS Work Session Link”. Jesse wants a recommendation about an SCR help desk. She said that I can get more information on the Internet. She wants any input by early next week. She said there's lots of information out there on this topic. She wants me suggest a plan for creating an SCR help desk (SCR –TIMS Work session, Session 12, To Do List, #1). RECOMMENDATION FOR HELP DESK A Help Desk is a centralized resource that is normally staffed by IT professionals who provide users with the support they need to do their jobs more effectively. Help Desks do not replace IT maintenance and support activities, but so enhance productivity and improve utilization of our company’s resources. Our help desk should have three objectives: 1) show people how to use system resources more effectively, 2) provide answers to technical or operational questions, and 3) make users more productive by teaching them how to meet their own information needs. To establish a successful Help Desk, Decide...
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...Integration Model and Tasks 5 Standards and Regulations 7 Support Strategies 9 Best Practices 11 Cultural Implications 15 References 17 Project Outline The organization I have targeted for this assignment is Academy Carpets. They are a small business located in my hometown of Colorado Springs, Colorado. They have three locations, and currently employ about 100 employees. They are relatively small company but over the last three to four years business has been steadily rising. Before the influx of new business the slow systems didn’t really bother the business or the employee’s production, but over the past years the need to upgrade their systems processes has become apparent. Academy Carpets now desperately needs a new system integrated, some salesmen are still using a pen and pad to track sales and request their orders, as a result of this their orders are constantly getting misconstrued up due to the lack of organization. The goal is to get the entire organization on an integrated computer system and provide the staff with a user friendly system that will give them the organization and performance that is needed for the company to continue to grow. Academy Carpets hopes by achieving this goal, not only will the salesmen have a less complicated workplace but Academy Carpets will have the ability to place, track and send orders via the computer and have an up to date warehouse inventory. This new process with also help the warehouse employees receive and fulfill orders...
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...department. Computer Experience Machines: IBM PC compatibles, Rockwell ACD, Macintosh Languages: VBA, BASIC, Turbo Pascal, DB/c, Turbo C, COBOL Programs: MS Access, MS Word, MS Excel, MS Outlook, Crystal Reports, MS Internet Explorer, Netscape Navigator, Support Magic, Norton Utilities Operating Systems: MS Vista, MS XP, MS Windows1, SCO UNIX, MS DOS Hardware: Experienced with installation of mother boards, SIMM chips, internal/external modems, NICs, SCSI and IDE hard disks, SCSI floppy drives, SCSI I/O ports, and various printer configurations. Experience 1998 to Present Med Resorts International, Clearwater, FL Systems Developer Responsible for migration of extensive filePro database to MS Access utilizing tables, queries, forms, reports, macros, modules, and VBA. Troubleshoot and maintain existing MS Access database for Telemarketing Dept. Troubleshoot and diagnose UNIX, filePro, PC, and MS Windows related problems for in-house staff. 1995 to 1998 Lasergate Systems, Clearwater, FL Support Engineer Troubleshoot and debug minor program bugs. Modify existing programs with enhancements. Implement fixes and enhancements. Design, create, and implement ticket designs. Perform remote upgrades of ProtoBase and Select-a-Seat. Resolve problems and questions from Technical Support. Provide documentation. Assist Select-a-Seat Team Leader with creation and testing of new software. Previous positions: Senior Technical Support Representative Technical Support Representative Technical Support Operator...
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... The purpose of this report is to describe all the work we did to implement network infrastructure in the Venezuela offices. In summary, we will present the following: - A list of activities performed to upgrade the Venezuela offices. -The infrastructure situation after the upgrade. (This is shown by separate areas, like network, desktops, printers and others.) - An outline of the next actions and future issues regarding the Venezuela Offices. - A review of lessons learned (and comments to consider in future projects in Venezuela.) 2. OFFICES OVERVIEW: Lubrizol is present in Venezuela in two cities: Caracas and Valencia. In Caracas, which is the federal district of the Venezuela, there is a sales office with three computers and only a few local printer devices. Valencia is an industrial city and has a medium-sized structure that contains an administrative staff and a storage warehouse to keep products imported from other countries. In Valencia there are about ten desktops and many local printer devices. Both places have local network infrastructure implemented. Understanding the size and complexity of these environments was the first step to plan the migration project. Picture 1 shows the building of Valencia and Picture 2 shows some products in the warehouse. 3. AGENDA: According to the scenarios, the plan was to execute the whole migration project in one week. The Table 1 shows the travel agenda. |Tasks and Milestones ...
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