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Working on a support callWhen you are working on
Once you have been assigned ot have picked up a support call , many situations may arise. There will be times when you require help from other team members before progressing or when you are waiting for information back from the customer. All this information should be included in the call so that there is no confusion about the state of a call at any time. To ensure the information a number of things should happen
- The call is assigned to you, it becomes your responsibility this doesn't mean you will carry out all the work or maybe even provide the resolution. These responsibility include :-
- Making sure the SLA for that call type is met
- Making sure the customer is kept up to date, they should be informed of the progress at least once every 24 hour
- Making sure the call was logged correctly an letting the Helpdesk Administrator know if there was anything wrong
- Updating the wiki if you answered a question that could not be found there currently
- Information in the call should be kept current and up to date this includes : -
- When you are accessing a customers server. Log on / Log off times and a round up of work carried out
- Notes of work done so far, this will help make sure the same thing is not done over and over again and also help make sure we can keep the customer up to date
- Any helpful correspondents from internal e-mails that provide in