1. Goal: The Help Desk Assistants will respond to user needs while identifying, verifying, and documenting information 1.0 Answer the telephone in a professional manner 2.0 Collect relevant data to troubleshoot user problem 3.0 Evaluate options for solving user problem 4.0 Coordinate transference of problem to professional staff Entry Behaviors: Knowledge of web-based user interface Knowledge of professional staff’s individual responsibilities

2. 1.0 Answer the telephone in a professional manner 1.1 Supply a pleasant tone-of-voice to the caller 1.2 Identify your name and position to the caller 1.3 Listen, carefully, to caller’s problem(s) 1.1.1 Identify a pleasant tone-of-voice

3. 2.0 Collect relevant data to troubleshoot user problem 2.1 Construct and document statements that effectively and completely explain user problem(s) 2.2 Locate user in online directory 2.3 Login to ITTS (Information Technology Troubleshooting System) 2.2.1 Identify type of computer and operating system user is running 2.3.1 Locate ITTS system

4. 3.0 Evaluate options for solving user problem 3.1 Search ITTS system for similar problems 3.2 Identify results 3.3 Document steps tried to solve user problem 3.1.1 Search ITTS system a different way 3.2.1 Identify answer FOUND 3.2.2 Identify answer NOT FOUND

5. 4.0 Coordinate transference of problem to professional staff 4.1 Identify means of passing problem onto appropriate staff 4.2 Notify professional staff of case number 4.3 Document steps used to transfer problem to professional staff 4.4 Provide follow-up case information and timeframe to user 4.2.1 Identify case number 4.1.1 Email professional staff 4.1.2 Pass to professional staff through ITTS system 4.1.3 Telephone professional staff