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Summary
A service desk agent provides first line telephone or e-mail support to internal or external clients with technical issues.
Mission
To provide user support and troubleshoot ICT problems and issues. The primary objective is to enable users to maximize their productivity through efficient use of ICT equipment or software applications.
Deliverables
Accountable (A): -
Responsible (R): First level support
Contributor (C): Solved incident
Main tasks
- Identify and diagnose issues and problems
- Categorize and record reported queries and provide solutions
- Support problem identification
- Advise users on appropriate course of action
- Monitor issues from start to resolution
- Escalate unresolved problems to higher levels of suppor
e-CF Competences assigned
- C.01 User Support (Level 2)
- C.03 Service Delivery (Level 1)
- C.04 Problem Management (Level 2)
KPI Area
Responsiveness and accuracy of solution provision for specific problem
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