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
• Fix computers!
  • Store evaluations first (determining that a systems is actually broken and that it has all of its parts)
  • Systems that have been in TS the longest are next
• 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.
• Convert tech support work orders into RT tickets. Always include the name and the symptom, especially what's not happening (I can't get the facebook!) in the subject line. Always include the phone number in the phone number field.
• 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