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Helpdesk Level 1

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Helpdesk Checklist Level 1

This checklist is made to ensure that volunteers learn all of the skills needed to help users with VCN resources. See the volunteer manual or http://www2.vcn.bc.ca/help-pages for help in completing the tasks. You may ask any volunteer for clarification about a task. When you have experienced all tasks listed below, then you have completed this level.

Remember, the helpdesk priorities are:

  • First: Help people who walk in the help-desk office.
  • Second: Check Help Desk Voicemail.
  • Then: Answer telephone calls.
  • Last: Try to resolve RT requests and/or record requests in RT.

User Accounts

  • Register a user for an Individual account.
  • Register a user for a Group account.
  • Process a request to reset a password.
  • Resolve a request related to an incomplete registration.
  • Resolve a request to delete a VCN account.
  • Change a user’s address.

Donations

Process Cash Donations

  • Collect cash donations.
  • Record the donation amount in the Money Database (on the desktop).
  • Print out a temporary receipt to a member.
  • If you need to give a change, get change from the admin.