Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies, as well as Course Management Software.
Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to Tier 2, Tier 3, supervisor or other technical staff.
Logs and tracks calls using problem management software (SNOW) and maintains history records and related problem documentation.
Prepares standard statistical reports, such as help desk incident reports