Tech Support Orientation (for Admins/Staff) - Revision history

Patrick.sullivan: /* Volunteer Agreement */

2013-11-01T19:28:25Z

Volunteer Agreement

2013-02-26T20:09:37Z

Volunteer Agreement

2012-05-31T19:35:29Z

2012-04-05T21:43:21Z

General Support Guidelines

2012-01-24T18:59:57Z

2011-08-25T20:20:59Z

Procedure for Phone Calls

2011-08-25T20:18:53Z

Mean or Unreasonable People

2011-08-25T20:15:56Z

Hard Drives with No Home

2011-08-25T20:13:18Z

RT Training

2011-08-25T20:03:32Z

Intake Procedure for Drop Offs and Others

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 ==Volunteer Agreement==
-* [[Tech Support Volunteer Agreement]] - Revised Feb 26, 2013
+* [[Tech Support Volunteer Agreement]] - Revised Nov 1, 2013
 ==General Support Guidelines==

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 ==Volunteer Agreement==
-* [[Volunteer Agreement (Tech Support)]]
+* [[Tech Support Volunteer Agreement]] - Revised Feb 26, 2013
-* [[Volunteer Intern Contract]]
 ==General Support Guidelines==
 * Who's covered and who is not

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 * Show parts available in build
 * Show laptop area and advise getting all parts from instructors
+==Where to Go for Help==
 [[Category: Tech support]]

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 ** '''If you choose to go above and beyond, the most important rule is that you make it clear that you are making an exception and that this will likely not happen again (don't throw other techs under the bus).'''
 * When to charge people
-** Always charge when out of warranty for anything other than a parts install
+** Always charge when out of warranty for anything
 ** You can leave charging folks to the coordinator, if you are uncomfortable.

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 * Get a thorough description of the problem.
 * Record '''everything''' in an RT Ticket.
 ==Intake Procedure for Drop Offs and Others==

← Older revision	Revision as of 18:59, 24 January 2012
(No difference)

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 ==Mean or Unreasonable People==
-* Cadets don't have to deal with them.  That's what the coordinators are for.
+* Cadets, interns and volunteers don't have to deal with them.  That's what the Staff are for.
 ==Walk Around==

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 ==Hard Drives with No Home==
-Any hard drive floating around without some clear explanation of its purpose is to be handed to a key holder immediately. Please '''label all drives you intend to set down on a counter for more than a minute.''' (A good time to show where sharpies and tape are).
+Any hard drive floating around without some clear explanation of its purpose is to be handed to a Staff Member (i.e. Paul, Meredith etc) ''immediately''. Please '''label all drives with their RT#.'''.  Sharpies and tape live on the silver shelf at the back of the room.
 ==Mean or Unreasonable People==

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 ==RT Training==
-* Subject headings and description of problem (name - what's not working)
+* Click on "Create a ticket" in the Bookmark Bar.  This will populate the relevant fields for you automatically.
-* Put user description of problem in quotations. i.e. "what's not working".
+* Fill in the customers name and a short description of the problem in the Subject line.  i.e. "Super Man - Can't Connect To Kryptonet".
 ==Hard Drives with No Home==

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 ==Intake Procedure for Drop Offs and Others==
-* Intake Form (please use RT if your handwriting is not legible!) Show where extra forms are
+* Ask the customer to fill out an Intake Form (Name, phone number, email, volunteer ID (volID), Username, Password, Whats needs to be done?).  Please use RT if your handwriting is not legible! Forms are on a hanger on the right side of the door.  Extra forms are in the bottom shelf of the filing cabinet (back corner of the room).
-* RT tickets introduction
+* Ask the customer to wait for a moment while you add their request to our system.
-* Place on shelf with form
+* Enter the ticket into RT, fill in as much information as you can!  ESPECIALLY CONTACT INFO. ("Create a Ticket" bookmark in Firefox).
-* Use lots of tape
+* Write the RT number on the RT ticket (Yellow and White copies).  Give the Yellow copy to the customer and let them know most repairs are done in 1-2 days. We will call them when it is ready!
 ==RT Training==