ETC Helpdesk ensures that all IT technical requests of the staff are logged, assigned and prioritized accordingly and will be attended by ETC technical support staff. The Helpdesk is looking to support the College with a new system in attending to all IT technical problems via phone, email and the web-based system to resolve problems.
The ETC Helpdesk provides a system that will give an effective technical Helpdesk service to Salalah College of Technology (SCT).
Specifically, the helpdesk:
- gives technical support staff a proper and organized way of job delegation,
- provides systematic procedures for recording and responding to technical calls from the staff,
- prioritizes the calls received according to priority.
- formally records and documents each technical service request in the Helpdesk Control System(HCS)
All telephone technical requests should be answered by the assigned technician using a standard Helpdesk greeting.
All technical request/complaints must be acknowledged and recorded immediately and every effort must be made to resolve the problem as soon as possible.
For solutions requiring specific skills, a technical support staff should be assigned to assist and troubleshoot the problem.