Introduction to NonStop Operations Management

The Operations Staff
Introduction to NonStop Operations Management–125507
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The Operations Area
Help-Desk Operator
Following is a sample job description of a help-desk operator who performs entry-level
tasks. A former user who has a good telephone manner and remains calm under pressure
is an ideal candidate for this position.
Job Title
Help-Desk Operator (Entry-Level Position)
Summary of Responsibilities
Help-desk operators answer phone calls and try to resolve user problems. Help-desk
operators log problems and escalate problems they cannot resolve to the operators or
operations specialists.
Help-desk operators must be able to communicate well over the phone, be sensitive to
callers’ problems, and be patient. They must have a knowledge of applications and
business needs so that they can make judgments regarding the impact of problems and
user priorities. They must also understand the department’s problem-management and
problem-tracking procedures.
Detailed Duties and Responsibilities
A detailed summary of duties and responsibilities includes:
•
Handle phone queries from users that are having problems:
•
Answer phone queries
•
Log phone queries
•
Follow problem determination and resolution procedures:
•
Identify both hardware and software problems
•
Log problems in a problem log
•
Escalate problems they cannot solve while the user is on the phone and provide
users with an estimated time of resolution
•
Follow operations check lists
•
Check with the user to make sure that the problem was resolved satisfactorily
Standards/Objectives
Help-desk operators should resolve 85-90 percent of user problems while the user is on
the phone. Performance is evaluated on the basis of the number of calls received (call
volume), the number of problems solved without being escalated, the number of calls
escalated to the proper person the first time, user satisfaction, and the amount of time
users are on the phone waiting for an answer.