Proper Work Order Procedures for Help Desk Agents

Overview and Table of Contents

The Role of the
Help Desk		 Steps to Take
for Each Customer:
 Practice Scenarios
Help Desk staff at work
  1. Get Acquainted with our Customer
  2. Obtain Details of the Issue
  3. Consult Reference and Troubleshoot
  4. If it Works Out!
    5. - or -
  5. If it Remains Unresolved...
  6. Schedule Follow-up
  7. Create Work Order
  8. Review Details; Determine Additional Needs
  9. Closing the Contact
 Help Desk agent advises student

This website is dedicated to the student workers at the Technology Help Desk of Philadelphia University.
The purpose of this website is to inform students in the proper procedures of handling technology requests.
Questions about this site may be directed to:

Click here to contact the Office of Information Resources at Philadelphia University!  Erik J. Froelich
 Office of Information Resources
 Philadelphia University
 (215) 951-4648 ∙ HelpDesk@PhilaU.edu