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This document outlines the job description and person specification for the role of First Line Support Desk Analyst at Fareham College. It includes key responsibilities, qualifications, essential and desirable criteria, and details on the commitment to safeguarding children.
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How to fill out first line support desk
How to fill out first line support desk
01
Gather basic information from the user including their name, contact details, and the issue they are facing.
02
Record the date and time of the support request.
03
Categorize the issue based on predefined categories (e.g., technical, billing, general inquiries).
04
Prioritize the issue according to its urgency and impact.
05
Document the details of the user's issue clearly and concisely.
06
Assign a ticket number to the issue for tracking purposes.
07
Provide initial troubleshooting steps if applicable, or inform the user of the next steps.
08
Ensure all information is saved in the support desk system for future reference.
Who needs first line support desk?
01
Businesses needing IT support for their employees or customers.
02
Organizations requiring help desk services for internal operations.
03
Clients seeking assistance with products or services.
04
Any individual requiring immediate assistance with issues related to technology or services.
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What is first line support desk?
The first line support desk is the initial point of contact for users seeking assistance with IT issues or inquiries. It provides basic support and troubleshooting for common problems.
Who is required to file first line support desk?
Typically, IT support staff and help desk personnel are required to file reports or tickets through the first line support desk for any issues or queries they address.
How to fill out first line support desk?
To fill out a first line support desk, users should provide details such as their contact information, a description of the issue, steps already taken to resolve it, and any relevant screenshots or error messages.
What is the purpose of first line support desk?
The purpose of the first line support desk is to offer prompt assistance, resolve simple issues, and escalate more complex problems to higher support tiers if needed.
What information must be reported on first line support desk?
Information to be reported includes user details, issue description, urgency level, resolution steps taken, and any follow-up actions required.
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