HELPDESK

MANAGEMENT SKILLS
WHAT IS HELPDESK
Ahelpdesk is a tool that
organizes customer
communication to help
businesses respond to customers
more quickly and effectively
HELPDESK IN NAMA
We provide information and
assistance to users by a point of
contact (Helpdesk) to receive
help on various computing and
technical issues.
FUNCTIONS OF HELPDESK

Prepare a call sheet for a week.

Receive users complaints.
Log in complaints on helpdesk
application.
Provide first and second level
support.
FUNCTIONS OF HELPDESK
CON’T
Escalate third level support
issues to the relevant unit.
Follow up on calls received.
Close the resolved calls.
Conference room usage.
PROCEDURE FOR BOOKING OF
CONFERENCE ROOM
Receive call from users for the
use of conference room.
Check if the conference room is
available or booked.
Fill the conference room form on
the helpdesk application.
Print the filled form.
BOOKING OF CONFERENCE ROOM
CON’T
The user will sign the printed
copy.
Head ITSM will approve the
usage.
IMPORTANT SKILLS FOR
HELPDESK OFFICER
Troubleshooting
 and problem-solving
Ability to explain technical information clearly.

Excellent communication skills.

Ability to multitask efficiently.

Knowledge of call tracking.

Collaborative team spirit.

THANK YOU