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Service Center

The service center (more commonly referred to as the help desk) has not changed over the years. Its primary responsibility is level 1 problem resolution. The help desk provides a central point of contact for customer help, problem status, and feedback to customers. An employee in this position is the focal point for reporting problems and minor system problem resolution, including monitoring of data communications, online applications, and large complex network systems on a variety of hardware platforms. Work is evaluated based on quality of results obtained, conferences, feedback from customers, and reports. The functions of the service center include the following:

  • Responsible for enterprise-wide problem management.

  • Responsible for user administration: passwords, user adds/deletes.

  • Responsible for software administration, database IDs, access rights, Internet email IDs.

  • Answering service center telephones and using level 1 problem determination techniques to analyze and solve problems.

  • Interfacing with internal staff, external service providers, and customers to facilitate timely resolution of all reported problems.

  • Performing system-availability verification procedures to ensure service-level requirements.

  • Initiating recovery procedures for terminals, printers, modems, controllers, and all telecommunications devices.

  • Maintaining contact with all customers until a problem has been resolved.

  • Responsible for providing recommendations to problem management and change management groups regarding any configuration, problem, or change concern.

  • Responsible for providing electronic mail support.

  • Responsible for providing special executive support.

  • Responsible for PBX operations.

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