As a help desk technician progresses Server maintenance in an organization, his or her tasks and responsibilities increase. Therefore, we can differentiate between three levels of hierarchy: intern, analyst, and coordinator. Let’s see what each agent does according to their position in the company.
Interns
Software installations;
Hardware Assembly;
Responding to employee or customer requests.
Analyst
Checking the status of all systems and equipment;
Installation and configuration of new systems and equipment;
Replacement of damaged equipment;
Detecting potential software failures before they occur;
Testing, evaluating and researching updates and new technologies.
Coordinator
Ensure compliance with help desk service levels;
Definition and evaluation of processes for incident management and configuration change management in technical support;
Preparation and interpretation of statistics on the productivity of the area and monitoring of all processes;
Train help desk staff;
Refer unresolved issues to more competent support departments ( service desk analysts );
Control and update support tickets in collaboration with the rest of the staff in the area;
Preparation of reports and proposals for improving the process;
Support in administrative and telegram number database management tasks in the area.
If you are a help desk analyst and you have to create reports to improve your team’s performance, we recommend the article: The 10 most important metrics for a help desk .
Practical solutions for successful resolutions Server maintenance
To accomplish the tasks of managing, solving problems and keeping the database up to date, the help desk analyst needs solutions how to create a catalog on whatsapp business. that allow him to carry out his tasks in the shortest time possible.
Companies that use ticket management phone number germany systems report a 79% reduction in response wait times, Zendesk noted in its 2019 report. However, ticket efficiency and resolution times will depend on the tool used to manage the area.
Of all the ticketing solutions, Zendesk stands out for its intuitive user interface and quick installation and configuration. For a help desk technician, it is important to be able to access data, order history, and ticket statuses without getting bogged down in a complicated system.