Help Desk Start-up Procedures

Starting up each day:

1 Check voice mail. (dial 7099 - passcode is 6070)

2 Log into Heat. (password is helpdesk)

3 Enter any new calls you received from voicemail.

4 Open up a call log. Enter the e-mail name and press tab, if the user is in the data base all the proper fields will be filled out, if not you will have to enter the new data into the data base.

5 Choose a call type, the fill in the information field.

6 Press control A to get the Assignment screen and assign to Help Desk.

7 Press control S to save the call record.

8 Click on Group pull down menu and select Open Call Group.

9 Open and print call list. (pending and open calls - make sure properties is set to landscape)

10 Click on Call Record Browsing to print Call Log.

Checking E-Mail HelpDesk messages:

1 Start menu - open Microsoft Outlook.

2 Click send/receive to see new mail.

3 Enter any new requests into Heat.

Answering Help Desk calls on the phone:

1 Answer, "Help Desk, this is ____________ speaking."

2 Listen to their problem and either take notes or enter data as they are speaking.

3 Ask their name, e-mail name, and extension.

4 Try to get as much information as you can about the problem, ask them if they have tried anything them selves to resolve the problem.

5 If its something easy to fix (like checking power, speaker volumne, various cords connected) help them out as much as you can.

6 If you can't help, tell them you will page a technician.

7 Open up a call log. Enter the e-mail name and press tab, if the user is in the data base all the proper fields will be filled out, if not you will have to enter the new data into the data base.

8 Choose a call type, the fill in the information field.

9 Press control A to get the Assignment screen and assign to Help Desk.

10 Press control S to save the call record.