Q&A


	\| home Online Help Desk \| Service Team \| Escalation, Severity & Priority \| Q&A \| Logs Q&A Questions answered on the outline of our help desk: Who will tack the initial customer call? The calls are answered by the service Support section. To what extent, if any will this person try to solve problems with in the initial call? Physical problems that may be the underlining problem that are easily rectified? Ask these Questions? Is the Power plugged in? Is the Phone line plugged in? Is the monitor turned on? Is the modem turned on? If these questions can be answered and are the problem finish the conversation, if not pass it on. How much time should be spent talking to the customer? The length of the call should not exceed 5-10 minutes, unless there is a resolve insight. What information should be recorded from the calling customer? Client Name. Client Phone Number. Client Location. Details of Equipment/Software involved. Effect Precursors When did problem first start/occur? Not just time, sequence of events, if relevant? Severity Responsible Officer Resolution How will the dispatcher allocate the support request? The requests will be allocated be what department covers that type of problem. How will the request be escalated? The escalation of the request depends on the Severity and Priory of the problem. What is the next level to which unresolved problems will be escalated? Requests will be escalated by the time frame allocation for that problem. Who will the team allocate priorities? We allocate the priorities by their Severity. Three levels of Priority.