Working Remotely From The Service Desk

Create Tickets

Record Problems Under Correct Categories to Find Common Issues

Reasearch Issues and Work Towards Closing Tickets Without Escalation

Properly Categorize Issues in Case of Escalation

Contact Customers and Confirm Issues Have Been Resolved Before Closing Tikets

Problem Solving

Consult Manuals and Databases to Find Common Issues

Use knowledge Of Systems to Identify Problems

Document Resolutions

Soft Skills

Empathy

Professionalism

Active Listening

Problem Solving

Consult Technical Manuals

Remote Connection to Customers Computer

Escalate Problem if Required

Soft Skills

Teamwork

Show Leadership

Efficient Communication

Use Active Listening

Problem Solving

Consult Technical Manuals

Discuss Common Customer Issues.