Premium Essay

Computer Help Desk Support

In: Computers and Technology

Submitted By sdavila21
Words 537
Pages 3
Computer Help Desk Support

Table of Contents
Computer Help Desk Support 1 Introduction 1 General Process 1
Conclusion 2

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 may waste researching troubleshooting information on the Internet or trying to figure out the solution through trial and error.

In today’s workforce, there is an increased need for team projects using computer software (see Figure 1). The employees comprising the teams can more effectively collaborate with the…...

Similar Documents

Free Essay

Outlook for Computer Support Specialist Within the Next 5-10 Years

...OUTLOOK FOR COMPUTER SUPPORT SPECIALIST WITHIN THE NEXT 5-10 YEARS Introduction Ever since I was a child I have always enjoyed working with computers and finding ways to solve problems. Whenever my family and I had computer problems we would hire computer specialists to fix our computers. Among those specialists was a busboy who worked at my family’s Thai restaurant; and on the side he operated a computer support store. Another specialist is a good friend of mine who works at Volkswagen as a computer support specialist; he has stopped by my house several times to retrieve corrupted files, reformat computers, in addition to adding more memory storage. I was always fascinated by his techniques. For example, he was able to fix my computer from his office while I was at home. Up until then I didn’t know that it was possible to view another person’s desktop from your own desktop. I am interested in becoming a computer support specialist also due to the fact that my parents’ Dearborn restaurant is still being operated in the old fashion way with a traditional cash register. The most irritating thing about operating a popular restaurant without advance technology is making mistakes on orders because they are hand written. In addition, calculating profit by hand is very tedious for the owner. In the past we have had employees steal money and throw away checks that were to be accounted by the end of the day. I feel that if my parents had the up to date advance technology......

Words: 2344 - Pages: 10

Free Essay

Ksa Desk Support

... In early 2009 Nielsen Mobile surveyed teenagers with cell phones. On average each sent and received an astounding 2,272 text messages per month. The national School Boards Association estimated that high and middle school students devoted an average of nine hours to social networking each week. Add blogging, email IM, tweets and other digital time and you can see what a crazy hurried communication system people experience today. Nearly all of their communication tools involve the exchange of written words alone. At least phones, cellular and otherwise, allow the transmission of tone of voice, pauses and the like. But even these clues are absent in the text-dependent world. Users insert smiley-faces (emoticons) into emails, but they don't see each others' actual faces. They read comments on Face book, but They don't "read" each others' posture, hand gestures, eye movements, shifts in personal space and other nonverbal—and expressive—beha Back in 1959, anthropologist Edward T. Hall labeled these expressive human attributes "the Silent Language." Hall argued that body language, facial expressions and stock mannerisms function "in juxtaposition to words," imparting feelings, attitudes, reactions and judgments in a different register. This is why, Hall explained, U.S. diplomats could enter a foreign country fully competent in the native language and yet still flounder from one miscommunication to another, having failed to Decode the manners, gestures and subtle......

Words: 1243 - Pages: 5

Free Essay

Recomandation Help Desk

...this activity:      Discuss the systems operation, support, and security phase Describe the different system maintenance types and their importance Critique different backup and disaster recovery options Identify factors that signal the end of the useful life of an information system Discuss future challenges for IT professionals as technology reshapes the workplace Assignment Instructions: IT460:1-Compare various types of information systems. Please complete the following assignments using MS Word. Save the assignment as Unit 9 Assignment.doc and place it into the Unit 9 Assignment 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 Worksession, Session 12, To Do List, #1). Assignment requirements:     Plan submitted that discusses what a helpdesk offers Discusses internal support options Discusses external support options and shows sample vendors and their options Makes recommendation that details which option is being recommended and why 40 point assignment grading rubric Assignment Requirements Maximum points Points earned 1. Detailed Plan submitted that discusses what a helpdesk offers 2. Discusses internal support Copyright Kaplan University 0-10......

Words: 328 - Pages: 2

Premium Essay

Home » Computers & Internet Do You Agree or Disagree with the Following Statement? with the Help of Technology, Student Nowadays Can Learn More Information and Learn It More Quickly. Use Specific Reasons and Examples to Support Your Answer.

...the following statement? With the help of technology, student nowadays can learn more information and learn it more quickly. Use specific reasons and examples to support your answer. Technology has greatly improved the way we get information. Students can now get more information, get it more quickly, and get it more conveniently. The Internet and the World Wide Web has opened every major library and database to students around the world. Information comes not only in print form, but also in multimedia. You can get audio and video data. You can get information about event in the past as well as events that unfold as you watch your computer monitor. Information comes at the speed of the Internet, which is to say in nanoseconds. You can type in a few key words in your search engine, and the engine will search the entire www to find information on your topic. You don’t have to spend hours pouring over card catalogs in the library and looking at the shelves. This research is done for you instantly on the Web. It is certainly more convenient to sit at home and do research on your computer. Your computer is open 24 hours a day, unlike a library or office, which has limited hours and limited resources. You can do research in your pajamas while you eat breakfast. What could be more convenient? Technology, especially the Internet, has certainly changed the quantity and quality of the information we get. The speed and convenience of a computer helps students learn more, more......

Words: 266 - Pages: 2

Premium Essay

Help Desk It

...Active Secret Security Clearance Vacancy Announcement # Position Title: Help Desk Support/Analyst Core Competencies Communications, computer system theory, Cultural Advising, Cyber security, Network+ Cisco,CCNA, Linux, COMP TIA Network+ ,Help Desk Analyst, Hardware software support , IT Help Desk DOD level Interpretation, information security , foreign language tutoring, Media analyst, Foreign Relations, Government, Military, Defense, Security, Counter-Terrorism, Intelligence, Special Operations, proficient Arabic and Kurdish Employment History August 2009 to Present Texas National Guard/Army (Subject matter expert /Communication specialist), E-5 • Maintain radio and data distribution systems. • Perform signal support functions and technical assistance for computer systems. • Provide technical assistance and training for local area networks. • Maintenance for equipment, terminal devices, assigned vehicles and power generators. • Providing quality translation/interpretation Texas National Guard as needed. . February 2012 to March 2013 Time warner San Antonio, Tx area Help Desk Support • Perform setup and configuration of desktop/laptop/server equipment. • Troubleshoot virus and software issues. • Manage installs, moves, adds and changes of desktop/laptop/server hardware, software & cabling Troubleshoot, resolve, and document end user help requests for server, desktop, laptop, and  • Installation of......

Words: 774 - Pages: 4

Premium Essay

It Help Desk

...Building an IT help desk that can actually help!. Running a successful and efficient help desk can be a matter of thinking outside the box and taking advantage of initiatives elsewhere in your firm, said Greg Davis, information technology director and principal at Salina, Kan.-based CPA and business advisory firm Kennedy and Coe. Running such a desk, however, requires forethought, especially in hiring the right people, standardization of procedures, clarifying objectives and measurement systems, understanding clients, and securing the support of a firm's management, Davis said. Davis delivered his remarks to session attendees at the recent Tech 2006: The AICPA Information Technology Conference, held here. Davis led a session titled "Best Practices for a Corporate Help Desk." Responding to such audience suggestions as paying attention to security and trends, an over-reliance on a help desk to provide staff training that should be coming from elsewhere, and better matching of caller sophistication to help desk personnel, Davis noted that a good help desk can increase the productivity of clients, improve overall revenue and profits, and produce more knowledgeable clients, among other benefits. * Hiring: Davis said that firms must determine exactly how many staffers they need on their help desk, considering as well the need for a desk manager, front-line staff to gather information and log calls, and the location of the help desk. He recommended one location - as close...

Words: 461 - Pages: 2

Premium Essay

Help Desk System

... 2. Incident Categorization Incidents can be organized with three levels of categorization - Category, Subcategory and Item. The incidents can be assigned to these categories depending upon the failure that is reported and can be automatically routed to the appropriate support engineer. 3. Automatic Dispatch of Incidents. Business rule criteria can be created based on the pattern of failure. The incidents will be automatically assigned to technicians, categories and levels. 4. Incident Prioritization - Predefined Prioritization Define the priority based on the impact and urgency of the incident. System can then automatically assign the priorities based on Predefined prioritization. - Dynamic Prioritization Allow technician to assign the priority manually or to override the values set by the priority matrix. 5. Incident Diagnosis Searching the existing workarounds or solution from the KnowledgeBase and getting back to the users immediately with the resolution. 6. Incident Escalations When the first-level support is unable to resolve the incident, the incident can be assigned to the second-level support. The incident will be escalated to the third-level support when the second-level support is not able to resolve it within the due by time. 7. Knowledge Base Library After identifying the issue and resolving the incident, the resolution provided by the supporting staff will be added in the Knowledge Base Library. 8. Incident Closure - Manual......

Words: 435 - Pages: 2

Free Essay

Help Desk I Technician see a definite separation and shapes as below. Write a short paragraph explaining why the client numbers are so different from the server numbers and a description of what is happening. 4. Given the configuration of the Packet Discarder, write a short paragraph explaining why the server’s Congestion Window size has this variation. Paste a copy of this window into your lab report. When finished, hide or delete the panel. I have to many problems with this lab as you can see. The congestion window size could vary due to bandwidth variation, packet loss and jitter. 5. Examine the statistics for the client node. Have the packet drops affected anything on the client that you can tell? It happens the same thing on the client computer. A drop off accurs as well. 6. Examine the Delay stats for the entire network (Global) and for the nodes. Can you see any delay caused by these drops? Based on the stats for the entire network I would say that no delays are noted. 7. Copy this window to your lab report and, in a short paragraph, explain why the congestion window sizes are different in the two scenarios....

Words: 336 - Pages: 2

Premium Essay

Help Desk

...SOSTAC™ e-marketing plan for B2B Company What is SOSTAC™ ? The SOSTAC Planning System is one of the most powerful planning systems ever developed. Simple but extremely effective, as it contains all the ingredients vital for the perfect marketing plan. Whether a blue chip, like IBM and BT, or small business, professionals who discover SOSTAC Planning System embrace it for life. This method will help you to create, write and develop your marketing plan by breaking down into six elements: Situation analysis, Objectives, Strategy, Tactics, Action and Control. Figure 1 SOSTAC™ - a generic framework for e-marketing planning How does it work on B2B company e-marketing plan? 1. Situation analysis Internal audits •Current internet marketing audit (business, marketing and internet marketing effectiveness) •Audience composition and characteristics •Reach of web site, contribution to sales and profitability •Suitability of resources to deliver online services in face of competition External audits •Marco-economic environment •Micro-environment C new marketplace structures, predicted customer activity •Competition C threats from existing rivals, new companies and intermediaries Assess opportunities and threats (SWOT analysis) •Markets and product positioning •Methods of creation of digital value and detailed statement of customer value poposition 2. Objective analysis •corporate objectives of online marketing •detailed......

Words: 341 - Pages: 2

Premium Essay

It Help Desk

...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......

Words: 557 - Pages: 3

Free Essay

Computer System Support

...City, NJ, 08401 (609) 317-0860 Summary Articulate communicator and energetic pre-professional with proven excellence in organization, time management and people skills. Education Atlantic Cape Community College, Mays Landing, NJ Associate in Applied Science: Computer System Support Anticipated Graduation Date: December 2015 • Dean’s List: September 2013-May 2014 • Active Participant: Asian Club Cumulative GPA: 3.5 September 2012-Present CISM-127 Internet/World Wide Web • Able to create my own web site through HTML • Determined how your emails & accounts are hack from scams such as hijacking and phishing. • Ability to build the page structure, add text, images, and link through Adobe Dreamwaver CC. CISM-130 Using PC Operating Systems • To perform Windows 7 as an in-place upgrade, a clean install, or a dual boot. • Managing files, folder, and storage devices. • Backup and restore data and system files • Manually installing/removing software • Troubleshooting blue screen errors by using Memory Diagnostic Tool to test memory during the boot or System File Checker tool to verify and restore system files. • Connecting a Computer to a Network by configuring the TCP/IP settings CISM-162 Micro Apps Using Spreadsheets • Entering, analyzing, and calculating company data such as sale taxes and commission through Microsoft Excel • Turn spreadsheet of numbers into a bar graph, pie chart, or any variety of......

Words: 546 - Pages: 3

Free Essay

Computer Support Specialist

...Privacy Policy ( A computer support specialist would provide the technical support for a company or organization's customers and/or the employer's subordinate's. They use computer software and equipment to assist them in providing advice and help to their employer and their employee's. They carry a variety of titles, such as, technical support specialist, information technology specialist (IT specialists), computer technician and several others. How to become a Computer Support Specialist A computer support specialist may need an associate's or bachelor's degree in computer science or other area of technology. A recognized apprenticeship may be recognized in this career field. A technical background would be expected usually accompanied by 1-2 years of training both formal and informal, such as, training with experienced workers. A vocational school may also be considered for an applicant. Job Description of a Computer Support Specialist A computer support specialist would watch over computer systems everyday in a company or organization and give minor repairs, when needed, to software, hardware or other equipment in this job. They would follow any specifications in installation or design of operating systems cables or other software and be sure the system operates correctly when issuing commands. If a major problem would occur the computer support specialist would connect with appropriate technicians or vendors for......

Words: 431 - Pages: 2

Free Essay

Solutions to Help Desk Problems

...generally be offline on Mondays and Saturdays. If these times are not convenient for you, please let me know, and I will be happy to accommodate your schedule if at all possible. I provide you with these times to make it easier to communicate with me, not to limit our contact and want you to know that, should you need to contact me outside these time frames, you should not hesitate to do so. If you post a question to your Individual Forum I will respond to you the next time I check into class, with a goal of responding within 24 hours! If you would like to speak by phone you are welcome to call me. To ensure you reach me, please post a request for phone communication in your Individual Forum to set up a time for you to call me. I am here to help you succeed in any way I can. For emergencies, when you are not able to gain access to messages on the Online Learning System (OLS), please send a message to my personal email address. In the event a third party needs to contact me, please direct them to my contact information listed under "facilitator information." No third party should use your login credentials to gain access to the classroom. Facilitator Bio To introduce myself more fully, I am posting my biography in a separate note to our Chat Room forum. After you have read my bio, please post a bio about yourself—I look forward to getting to know you! Words of Welcome Welcome to SCI/162, Principles of Health and Wellness. I congratulate you on your decision to......

Words: 1529 - Pages: 7

Free Essay

Help Desk Implementation

...Following 3 software were considered for the above mentioned business problem 1) Exo PHP Desk 2) osTicket 3) Trellis Desk Features | ExoPHP Desk | osTicket | Tresllis desk | Web Hosting | | | | DB | MySQL | MySQL | Propriety | SSL security configuration | | | | Ticket Management | | | | Customer Self Service Portal | | | | Email-to-Ticket Conversion | | | | Phone-to-Ticket Conversion | | | | Ticket History | | | | Unlimited User Defined Fields | | | | Public Messages | | | | Basic and Advance Ticket Searches | | | | View / Subscribe to a Group of Technicians Calendars | | | | Self-Registration Option | | | | Self Service Guidance - Related FAQs | | | | Feedback and staff rating | | | | Customer-Only Articles and Technician-Only Visibility | | | | Keyword Search Criteria | | | | Change History | | | | Departmentalization | | | | Live Chat | | | | User Customization | | | | Number of customers supported | Unlimited | Unlimited | Unlimited | Multi Web user interface | | | | All the above mentioned software satisfy most of the needs specified by business. But ExoPHP provides added features with inclusion of customer accounts which provides more secured way of raising tickets and tracking them till closure. Also ExoPHP provides an option to store FAQs for customers which helps in avoiding customers to raise tickets which could be easily resolved. Also......

Words: 570 - Pages: 3

Premium Essay

Computer Support Business Plan

...Profit and Loss 23 Table: Profit and Loss 23 Chart: Gross Margin Monthly 24 Chart: Gross Margin Yearly 24 Chart: Profit Monthly 25 Chart: Profit Yearly 25 7.5 Projected Cash Flow 26 Chart: Cash 26 Table: Cash Flow 27 7.6 Projected Balance Sheet 28 Table: Balance Sheet 28 7.7 Business Ratios 28 Table: Ratios 29 8.0 Contingency Planning 30 Table: Sales Forecast 1 Table: Personnel 2 Table: General Assumptions 3 Table: Profit and Loss 4 Table: Cash Flow 5 Table: Balance Sheet 6 1.0 Executive Summary I Tech Solutions is a consulting-oriented company, intending to fill in the market need for a professional, customer-focused computer company. The company emphasizes service and support to differentiate itself from more price-oriented computer companies. We are on the brink of penetrating a lucrative market in a rapidly growing industry. The current trend towards an increase in the number of entrepreneurs and competition amongst existing companies presents an opportunity for I Tech Solutions to penetrate this market. Located at (discussion omitted), we realize that, for us to prosper, we need to be flexible and responsive, to delight clients by providing them with what they want, when they want it, and before the competition can offer it. The company intends to achieve this through a solutions approach that is customer-centric, and in which the customer's business objectives enjoy top priority. Once the......

Words: 7733 - Pages: 31