Helpdesk Checklist Level 1

This checklist is made to ensure that volunteers learn all of the skills needed to help users with VCN resources.  You may ask any volunteer for clarification about a task. When you have experienced all tasks listed below, then you have completed this level.

See the Volunteer Training Guide,  Volunteer Manual, and Help for aid.

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.

Request Tracker

Utilize Request Tracker to manage the requests (tickets)

• Login WebRT using your VCN volunteer account.
• Click help from queue and then click Created.
• Create a new ticket.
• Process Voicemail tickets.
• Reply to user by email from Actions.
• Add comments for VCN internal information.
• Resolve the tickets.
• Identify spam tickets and move them to the Spam queue.
• Change the subject of a ticket.
• Check daily report of users with large inboxes.
• Search relevant tickets with key words (ticket number, name, email or phone number) and status (resolved, pending or new).

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.