This Document will outline what is expected of the Support Team Members and guidelines on how you 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 priority. All other customers do not have any cover until 9 am so any work they request to be 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 only 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
Once you have been assigned or have picked up a support call 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 and letting the Helpdesk Administrator know if there was anything wrong
- If you have not found a resolution within an hour, that you follow the correct escalation procedure.
- When closing a ticket that the call type has been changed accordingly, ie it may have been originally logged as an issue, but since has been logged as a bug.
- Updating the wiki if you answered a question for a customer that they could not find on the wiki or logging a ticket into the CS Q for an update to the user wiki.
- Information in the call should be kept current and up to date this includes : -
- 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 correspondence from internal e-mails that provide information
- Details of any help or assistance you have requested and are waiting for