Tier 1 Workstation Support/Help Desk Responsibilities

Tier 1 Responsibilities – any unresolved, escalated to tier 2

  • Can’t read/connect  to mail
  • Can’t send mail
  • Directory/publishing issue
  • Outlook Web Access sign on and use
  • E-mail software configuration
  • Software features
  • Compose
  • Send
  • Reply
  • Forward individual message
  •  Delete message
  • Address Books
  • Junk mail settings
  • Rules and filters, vacation
  • Printing initial troubleshooting
  • Attachment processing
  • Managing mail
  • Contacts not appearing as address book
  • Shared calendar (Outlook 2007)
  • Junk folder
  • Turning on and off
  • Marking messages as junk
  • blocking senders
  • unblocking
  • Publish calendar
  • Lost mail
  • General troubleshooting