1 Help Desk Standard Operating Procedures (SOP)
The purpose for this document is to describe the procedures and standards of performance associated with the Turnpike Traffic Operations Help Desk section.

1.1 Current Operations
Help Desk operations is a function of the Traffic Operations network team. The Help Desk specialist is responsible for maintaining a database with current status of all trouble calls.

1.2 General Duty Description

 Provide telephone and desk-side support for all software programs and applications supported by the Florida’s Turnpike Enterprise.

 Log all calls and incidents into the help desk tracking database.

 Prioritize, analyze, route and resolve problems in a timely manner.

 Handles end user requests for hardware and software support communicating via -telephone, Web, e-mail, and/or in person.

 Creates and oversees the knowledge deployment process, including gathering source information for the knowledge base and......

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Title: 1 Help Desk Standard Operating Procedures (Sop)
Approximate Word Count: 326
Approximate Pages: 2 (250 words per double-spaced page)

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