CDS Helpdesk


INTRODUCTION

This manual was designed as a training tool for New CDSHELP Liaisons. It explains common tasks and responsibilities performed by the Helpdesk on a day-to-day basis, as well as detailed instructions on how to use desktop tools and system utilities for effective First Level problem management. This manual also includes common Troubleshooting/Problem-solving techniques used by the Helpdesk, and Escalation procedures for Second and Third Level Support Groups.


OBJECTIVES

Upon completing this manual, you should be able to :


      Perform all common tasks and functions managed by the Helpdesk

      Use CDSHELP desktop tools to provide First Level Support for User problems

      Gather and process information from User in order to Log, Troubleshoot, Solve or Escalate incoming HELP Requests

      Understand CDSHELP's place within the CGC Support Structure


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