Help Desk Tier I agent’s primary function is to maintain high availability on the phones.
Download voicemail periodically and follow-up with users to create Help Desk tickets.
Tier I agents follow documented troubleshooting steps and work with Tier II agents to
resolve issues before the ticket leaves the Help Desk. Tier I agents also participate in the
wrong student number process, which is performed at all levels in the Help Desk.
Maintain maximum ...
Nov 29 -
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