All systems that use a floppy disk are to be scanned for viruses before service is performed. Scanning for viruses should be considered at the most basic level of diagnostics and used whenever appropriate.

It is also the support engineer’s responsibility to verify that his or her personal systems and software tools are free of viruses. To aid in this effort, a master disk set is available that contains the basic virus-detection tools. It is the support engineer’s responsibility to keep current with the most recent release of virus-detection software, which is located in the usual distribution locations.

If a virus is detected on either a user’s system or the utility disks, the support engineer should perform the necessary service to remove it, and then report the occurrence to the help desk via e-mail. The e-mail should provide information such as the virus type, the date the virus was detected, the user’s name, machine type, room location, and the suspected source of the virus.

The help desk functions as a distributed team, and communication mediums such as radios, pagers, and e-mail are essential for proper response to the user. It is the help-desk staff’s responsibility to monitor the operation of these devices, noting any problems from dead batteries to poor communication. Radios and pagers should be carried "on person," and whether they function should be tested regularly. E-mail should be checked a minimum of three times daily (at the beginning and end of the designated shift and before or after a lunch break).

The information collected on each incident is a major resource for scheduling the resources of the help desk. At each stage of processing an incident, from the first contact with the user through the final resolution and any follow-up, there is information that the support engineer should record. This information should be entered into the tracking system as it occurs. Documenting the call should be begun when the call originates, not when finishing the follow-up. It is critical that all reports be promptly and accurately completed.