This Document will outline what is expected of the Support Team Members and guidelines on how yo go about achieving them.
The primary role of the support team is to ensure calls from within the support desk are being dealt with, how ever there are other parts of the business you will need to cover from time to time.
Working Hours - There are currently 3 shift patterns (these can be found on the main board in the office)
- 8- 5 - This is the early shift and it was created when we took Octavian on. They have cover from 8am so any support calls that would be in the open Queue for them would take responsibility. All over customers do not have any cover until 9 am so any work they request is carried out that cannot wait would be charged as out of hours and they should contact the out of hours number.
- 8:30 - 5:30 - This is the normal shift, every user not on an early or late should work these hours
- 9 - 6 - This is the Late shift and it was created when we took Octavian on. They have cover until 6pm, all other customers cover stops from 5 so Octavian support calls should be dealt with from 5-6. All other customers should request out of hours support using the out of hours number.
As you should be aware the main bulk of your work will be on support issues and you will work mainly from the in progress queue - please ensure you are fully up to date with the roll of each Queue here - 02 Helpdesk Queues
Working on a support call
When you are working on 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