"Day in the Life" Demonstration

Help Desk Technician

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Standardized Service Request Documentation

Service Group Technicians may choose to assist the Help Desk Analysts in documenting complex requests by providing specific questions to ask the customer. Every request has a Nature of Request (NOR) classification assigned to it. As an option, these NORs may be linked to a set of questions that should be asked by the Help Desk when this NOR event occurs. When the Help Desk Analyst selects the NOR, a window pop-up will appear presenting the questions and a place to enter the answers. These questions and answers will be stored in the Problem Description field of the ticket. You can simply create the questions and ask your Administrator to enter them into the Giva eHelpDesk system.

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