Oxfam Help Desk Operations Procedures

Added on 2020-02-05

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Help Desk Planning

TABLE OF CONTENTSINTRODUCTION...........................................................................................................................3TASK 1............................................................................................................................................31. Procedural documentation.......................................................................................................3CONCLUSION................................................................................................................................6REFERENCES................................................................................................................................72

INTRODUCTIONIn this report, the procedures regarding different functions of a Help-desk worker Oxfamcharity organisation are depicted. It will help in getting better understanding of basic operationswhich are to be handled by this worker. TASK 11. Procedural documentationThe Help-desk operator or worker of Oxfam has to perform following functions with their stepby step description:1.Logging help-desk calls and categorising appropriatelyReceiving the issue.Contacting respective authorities and centres (via email, phone or web portals)Reference ticket is raised that leads to logging of call.Categorisation of respective problem to concerned engineer. Sending customer a notification.Logging off or closing the ticket (Regas, 2015).2.Responding help-desk callsThe help desk call is reported.Worker has to ensure that these are authentic and valid which can be possible onlywhen address verification is performed.Logging procedure is initialised.Screening and prioritising.Assigning specific tasks for particular individuals to handle the problem.Resolving concerned issue (Wong, 2010).Close the program. 3.Assisting advanced usersMaintaining the set protocol.Understanding procedures which are involved in network handling.Making records of incidents and clarifying it with advanced users.Understanding basic legal structure and rules.3

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