What Does A Guest Service Desk Team Member Do?

The second-line of a help desk-bound is a identify where technical competence meets customer relations. Incidents, jobs and tasks are typically assigned to the second line of a help desk-bound considering they cannot be resolved at the initial indicate of contact. A second-level service-desk-bound technician should have a loftier level of technical knowledge about the systems, processes and operating environment of the user. Moreover, this member of the squad has the ability to execute and carry out the required technical work in order to bring virtually a resolution to the initial result.

The 2nd level of a service desk communicates closely with the forepart-line. This is typically washed verbally, via software, or electronic mail/chat. Communication between these 2 levels is a vital part of delivering a solid service to the rest of the business.

Typical service-desk-bound software functions required for a second-level agent

A second-level service desk agent typically requires the following features in their help desk-bound software:

Finding solutions from previous cases using the Noesis Base
Working the life-bicycle of a help desk-bound incident
Adding actions items to a job
Linking like jobs together
Actioning multiple jobs at once
Adding further information and items (Assets, configuration items, clients, etc) to the initial job definition
Closing jobs
Re-assigning jobs
Responding to client queries

HelpMaster allows the 2d line help desk operator to do all of the things listed above in an integrated, easy-to-use interface.

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Queue Management

Prioritizing and triaging an incident, or problem queue is a primary business organisation for any service technician. HelpMaster has many features to support queue management, so that the technician can focus on fixing things, rather than contesting with software, or a ticketing organisation.

Once a job is logged, classified and assigned to a technician, or the group that they belong to, it will go visible in their aid-desk queue. From here, the amanuensis can use the tools within HelpMaster to gather and collect the necessary information required to resolve the issue, or escalate it farther to an appropriate squad, or person.

helpdesk job queue management assignment