Difference between revisions of "Tech Support Work Flow"
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* Open RT and Database | * Open RT and Database | ||
* Take messages, call people back. Only call people back one time. If they do not have voicemail or their phone is shut off, they have to call back | * Take messages, call people back. Only call people back one time. If they do not have voicemail or their phone is shut off, they have to call back | ||
+ | * Review the Open queue for anything that might need attention. | ||
* Fix computers! | * Fix computers! | ||
− | ** Store evaluations first (determining that a systems is actually broken and that it has all of its parts) | + | ** Walk -in Store evaluations first (determining that a systems is actually broken and that it has all of its parts) |
− | ** Systems that have been in | + | ** Systems that have been in the Tech Support Ticket queue the longest are next. Always deal with tickets in chronological order in the ticket queue. |
* Help walk-ins. Make sure that they know if the problem can not be figured out in 10 minutes or so, they'll have to leave the computers. | * Help walk-ins. Make sure that they know if the problem can not be figured out in 10 minutes or so, they'll have to leave the computers. | ||
− | + | ||
* Lastly, deal with "internal" boxes (because there is no person waiting on them) | * Lastly, deal with "internal" boxes (because there is no person waiting on them) | ||
Revision as of 12:41, 28 January 2011
Assuming you are not behind
- Open RT and Database
- Take messages, call people back. Only call people back one time. If they do not have voicemail or their phone is shut off, they have to call back
- Review the Open queue for anything that might need attention.
- Fix computers!
- Walk -in Store evaluations first (determining that a systems is actually broken and that it has all of its parts)
- Systems that have been in the Tech Support Ticket queue the longest are next. Always deal with tickets in chronological order in the ticket queue.
- Help walk-ins. Make sure that they know if the problem can not be figured out in 10 minutes or so, they'll have to leave the computers.
- Lastly, deal with "internal" boxes (because there is no person waiting on them)
Bunker Mode (You are behind)
- The order of priority:
- Store evalutations (person usually waiting and already annoyed)
- Oldest systems to fix
- Other systems to fix
- Walk-ins
- Messages
- Answering the phone