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  • Self-Check Test - Draft

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    Yuliia Hetman
    9 views2 pages
    The document outlines the procedures for a global helpdesk specialist, including how users submit ticket requests, the response and follow-up process, operating hours, commitments to users, and escalating tickets if needed. Specialists receive tickets, respond to provide a solution or status update, follow up until the issue is resolved, and close the ticket once the problem is fixed.

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    Self-Check Test_Draft (1)

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    The document outlines the procedures for a global helpdesk specialist, including how users submit ticket requests, the response and follow-up process, operating hours, commitments to users, and escalating tickets if needed. Specialists receive tickets, respond to provide a solution or status update, follow up until the issue is resolved, and close the ticket once the problem is fixed.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
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    9 views2 pages

    Self-Check Test - Draft

    Uploaded by

    Yuliia Hetman
    The document outlines the procedures for a global helpdesk specialist, including how users submit ticket requests, the response and follow-up process, operating hours, commitments to users, and escalating tickets if needed. Specialists receive tickets, respond to provide a solution or status update, follow up until the issue is resolved, and close the ticket once the problem is fixed.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 2

    Global Helpdesk L1 Specialist Self-Check (DRAFT)

    1. Describe the main principles of GHD:

    2. Describe how users submit requests for solving a problem and how these requests are received by GHD
    Specialists:

    3. Describe what the user can expect in response to submitting a ticket:

    Response to ticket:
    ____________________________________________________________________________________________________
    ____________________________________________________________________________________________________
    ____________________________________________________________________________________________________
    ____________________________________________________________________________________________________

    Follow-
    up:_________________________________________________________________________________________________
    ____________________________________________________________________________________________________
    ____________________________________________________________________________________________________
    ____________________________________________________________________________________________________

    Closing
    tickets:______________________________________________________________________________________
    ____________________________________________________________________________________________
    ____________________________________________________________________________________________
    ____________________________________________________________________________________________

    Feedback:___________________________________________________________________________________
    ____________________________________________________________________________________________
    ____________________________________________________________________________________________
    ____________________________________________________________________________________________
    4. Describe when GHD is operating (addressing tickets/ requests):

    5. Outline support team commitments:

    6. Describe your process for escalating tickets and requests:

    7. Describe your workflow from when a user submits an issue or enters a ticket to when the ticket has been
    completed:

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