Performance Standard: Initiate on-site support using the staff duty roster, remote support documentation and customer's log so that instructions/work orders for on-site service are issued and receptive personnel is instructed accordingly.

Level: L3

Performance Standard: Carry out on line solutions using remote connection or LAN, the knowledge base, error listing, software patches and anti-virus software so that the problem is solved, the customer informed and the log report is updated with actions taken.

Level: L3

Performance Standard: Carry out on-line diagnostic using a telephone line, modem and diagnostic software so that the problem at the remote computer is identified, the user instructed and the diagnostic is recorded.

Level: L3

Performance Standard: Probe customer's technical problems using the knowledge base, error logbook for hardware/software errors, error checklist and manual documentation so that the problem is identified, the caller advised and the problem documented.

Level: L3

Performance Standard: Receive customer calls for technical assistance using telecommunication equipment, personal computer and the problem report log so that the problem is acknowledged/recorded and escalated to the respective service department.

Level: L3