Goal:

1
Goal The Help Desk Assistants will respond to
user needs while identifying, verifying, and
documenting information
1.0 Answer the telephone in a professional manner
2.0 Collect relevant data to troubleshoot user
problem
3.0 Evaluate options for solving user problem
4.0 Coordinate transference of problem to
professional staff
Entry Behaviors

• Knowledge of web-based user interface
• Knowledge of professional staffs individual
  responsibilities

2
1.0 Answer the telephone in a professional manner
1.3 Listen, carefully, to callers problem(s)
1.2 Identify your name and position to the caller
1.1 Supply a pleasant tone-of-voice to the caller
1.1.1 Identify a pleasant tone-of-voice
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2.0 Collect relevant data to troubleshoot user
problem
2.2 Locate user in online directory
2.3 Login to ITTS (Information Technology
Troubleshooting System)
2.1 Construct and document statements that
effectively and completely explain user
problem(s)
2.2.1 Identify type of computer and operating
system user is running
2.3.1 Locate ITTS system
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3.0 Evaluate options for solving user problem
3.1 Search ITTS system for similar problems
3.2 Identify results
3.3 Document steps tried to solve user problem
3.2.1 Identify answer FOUND
3.2.2 Identify answer NOT FOUND
3.1.1 Search ITTS system a different way
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4.0 Coordinate transference of problem to
professional staff
4.1 Identify means of passing problem onto
appropriate staff
4.3 Document steps used to transfer problem to
professional staff
4.2 Notify professional staff of case number
4.4 Provide follow-up case information and
timeframe to user
4.2.1 Identify case number
4.1.1 Email professional staff
4.1.2 Pass to professional staff through ITTS
system
4.1.3 Telephone professional staff