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Different Functions of a Help-deska Worker Oxfam Charity | Report

Added on - 04 Feb 2020

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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 workerOxfamcharity 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 appropriatelyReceiving 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 callsThe 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 usersMaintaining 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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