Wednesday, March 12, 2008

A Brief Insight Into Helpdesk Jobs

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Helpdesk jobs usually refer to the trouble tickets lodged by an end user. This trouble ticket stores all the information regarding the problem that the client may have encountered. The natural life cycle of these jobs includes creation, modification, resolution and closure. The lodged tickets are either assigned to a helpdesk skill group or a technician.

Some Helpdesk Terms

Following are some of the important terms that are used for helpdesk jobs.

Primary Client ID - it refers to the end user who have lodged a trouble ticket

Issue – the problem that the client has encountered

Incident Type – defining the type of the issue and broadly categorizing the same

Contact Type – the cause or the possible causes of the issue

Priority – it refers to the level of urgency of the issue

The Action Log – it includes the description of the remedial actions taken to resolve the problem more

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