Tech Support Work Flow

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