The following are the typical roles and responsibilities of ACT’s Help Desk Specialists:

• Answer Help Desk Phone and qualify all requests for support
• Log the Call in the support tracking system
• Attempt to Resolve by providing “first level” support
• Prioritize the call based on customer’s priority schedule
• Assign the request to the software, hardware or network support groups
• Notification of assignment (via support tracking system, e-mail, walkie-talkie, voice mail, etc...)
• Schedule support with both the customer and support group
• Communication with customer on scheduling and status of request
• Close the Call in the support tracking system
• Customer Satisfaction Assurance via call-backs

The following are the typical roles and responsibilities of ACT’s Help Desk Managers:

• Supervise the daily call volume
• Adjust Staffing and coverage accordingly to need
• Monitor Customer Satisfaction via call-back and customer satisfaction cards
• Review Management Information reporting of response time, closure time and satisfaction levels
• Make Recommendations for improvements in customer satisfaction and efficiencies