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1.Level 1 Skill: Preparing Level 2 Skill: Receiving.. A.

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1. Level 1 skill: Preparing Level 2 skill: Receiving A. I can claim trouble tickets and support requests; Well enough to gain good feedback on how prompt we are and to support 20+ offices in the McAllen, TX area.
B. Knowledge: If I know . . .
1. How to use Windows operating system to be able to navigate to either a web browser or Microsoft Outlook.
2. How to use electronic mail software such as Microsoft Outlook or a web browser such as Google Chrome. From the browser, I will be able to access our online Microsoft Exchange web app.
3. How to resolve the issue or know that I will be able to troubleshoot it. Sometimes, the issue will be greater than my scope of knowledge. In that case, my boss will work on the issue.
4. That I will …show more content…

2. Level 1 skill: Preparing Level 2 skill: Receiving A. I can acknowledge that the support ticket is indeed an issue and needs our immediate attention; Well enough to save time by closing tickets that do not need our support. Sometimes the issue will not be under our authority. For example, if there is an Internet outage in the area, we cannot fix the issue. The cable company must resolve it. If the issue pertains to a specific program such as an online EMR system, they would have to contact that EMR support line.
B. Knowledge: If I know . . .
1. How to use electronic mail software such as Microsoft Outlook so that I can read the details of the issue.
2. A brief description of the issue. This helps me determine if the trouble ticket or request requires me to travel to the location or if I can take care of it remotely. Sometimes there may not be an issue. It may be a request for equipment.
3. We are responsible for the equipment. Some equipment we do not support such as copiers or camera systems. We can do basic troubleshooting and request such as allowing the equipment to connect to our network. However, generally the client’s will have a maintenance contract with a separate company that handles those devices.
4. How to effectively read and understand the details of the trouble ticket.
5. The software or hardware the user is referring to. Hardware includes

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