 |
Support
Tasks: Research
and Development |
As with help desk support positions the demand for
quick retention of new information, development of skills demanded by the
new information and understanding of future technological information are
core principles. One example was my first encounter with a Macintosh’s OSX
computer setup in which a graphics professional had ordered outside of our
normal procurement procedure (approval had been granted). Due to my lack
of experience with OSX, I immediately researched via the Internet for a
quick understanding of what to expect upon arrival of the machine. I
adapted quickly to the inner-workings of the O.S. and was able to complete
the tasks required in setting up both hardware and software in a timely
manner. A few difficulties came about such as the current Lotus Notes
version that was organisationally used was not compatible with OSX, but
after a quick liaison with the notes server team and appropriate POC
(point of contact) explaining the technical issues I had discovered and
the resolution I presented granted approval for a newer version (which was
being tested at the time) to be approved for install. After the setup was
completed and the user was up-and-running the help desk received various
calls about how to complete particular tasks on the machine (the user
himself was new to the operating system). During the initial install I
mentally noted various important tasks that I later documented in several
articles for my associates to refer to in which proved significant to the
support procedures used in assisting him. My work did not go unnoticed as
I was thanked various times by the user and later by his manager. |
