Division Helpdesk

1. Accountability - Follows all relevant procedures, processes, and policies.

2. Communication - Clearly communicates, and listens to feedback on, changing priorities and Procedures.

3. Creativities and Initiative - Proactively develops new ways to resolve problems.

4. Professionalism - Display masters subject matter related to responsibilities.

5. Teamwork - Actively contributes to an effective, collegial, and agreeable team.

6. Provide first level contract and convey resolutions to customer issues.

7. Properly escalate unresolved queries to the next level of support.

8. Track, route and redirect problems to correct resources.

9. Update customer data and produce activity reports.

10. Walk customers through problem solving process.

11. Follow up with customers, provide feedback and see problems through to resolution.

12. Utilize excellent customer service skills and exceed customers' expectations.

13. Ensure proper recording, documentation and closure.

14. Recommended procedure modifications or improvements.

15. Preserve and grow your knowledge of help desk procedures, products and services.

1. Accountability - Follows all relevant procedures, processes, and policies.

2. Communication - Clearly communicates, and listens to feedback on, changing priorities and Procedures.

3. Creativities and Initiative - Proactively develops new ways to resolve problems.

4. Professionalism - Display masters subject matter related to responsibilities.

5. Teamwork - Actively contributes to an effective, collegial, and agreeable team.

6. Provide first level contract and convey resolutions to customer issues.

7. Properly escalate unresolved queries to the next level of support.

8. Track, route and redirect problems to correct resources.

9. Update customer data and produce activity reports.

10. Walk customers through problem solving process.

11. Follow up with customers, provide feedback and see problems through to resolution.

12. Utilize excellent customer service skills and exceed customers' expectations.

13. Ensure proper recording, documentation and closure.

14. Recommended procedure modifications or improvements.

15. Preserve and grow your knowledge of help desk procedures, products and services.

1. The Helpdesk will be responsible for techical support to National Helpdesk offices and all government agencies to provide excellent customer service and solve all techical problems in an efficient and accurate manner.

2. The Helpdesk will be considered as the office all cities and all frontline government agencies and will resolve basic techical issues and provide support for all assigned areas.The purpose of the helpdesk is to ensure that customer values are maintained to the standars set by the Timor TIC.

3. The Helpdesk must ensure that the computer used by the user can function normally and run as it should.

4. The Helpdesk must ensure that the computer used by the user is connected to the network and can communicate as it should.

5. The Helpdesk must ensure that applications are used by the user to function normally and run as they should.

6. The Helpdesk also needs to ensure that all data that the user has on the computer cannot be read or taken by unauthorized parties without the permission of the user or the owner of the user.

7. The Helpdesk must also check and update any updates to the operating system  or applications run by the user.

8. The  Helpdesk is in charge of backing  up all data to e be safe and if the system has a problem, you need to restore data from the backup system that is in the user.

9. The Helpdesk is also responsible for supporting machines such as printers, scanners and so on.

10. Helpdesk is a party that helps maintain system security through various tools such as scanning with antivirus and so on.

11. Helpdesk adjusts the browser and others.

12. The Helpdesk is also on duty to check and repair if at any time there is a problem on the computer network from the user's side.

13. Install and support computer hardware and software following company standards.

14. Install and support computer peripherals for users.

15. Responding to questions for direct technical assistance, via telephone, Outlook, Voip, or electronically.

1. Accountability - Follows all relevant procedures, processes, and policies.

2. Communication - Clearly communicates, and listens to feedback on, changing priorities and Procedures.

3. Creativities and Initiative - Proactively develops new ways to resolve problems.

4. Professionalism - Display masters subject matter related to responsibilities.

5. Teamwork - Actively contributes to an effective, collegial, and agreeable team.

6. Provide first level contract and convey resolutions to customer issues.

7. Properly escalate unresolved queries to the next level of support.

8. Track, route and redirect problems to correct resources.

9. Update customer data and produce activity reports.

10. Walk customers through problem solving process.

11. Follow up with customers, provide feedback and see problems through to resolution.

12. Utilize excellent customer service skills and exceed customers' expectations.

13. Ensure proper recording, documentation and closure.

14. Recommended procedure modifications or improvements.

15. Preserve and grow your knowledge of help desk procedures, products and services.