Body
Before Starting:
Notes:
- Always create a work order. Use the Help Desk Request Form to make notes during the call if you do not feel comfortable creating a ticket while you are on the call. That will come with practice.
- Always get the user’s name and contact information. Always.
- You are looking for the who, what, where, when, why, how information that will enable us to better assign the work order.
- If the problem is something that you can assist the user with over the phone, and resolve within about 10 minutes, then go ahead and resolve the issue. Note the work order with what you did to resolve the problem or what solution you offered to the user. Close the ticket.
- If the problem is something that will require either a student member of the Help Desk staff, or one of the Help Desk or Tier 2 analysts, assure the user that you have created a work order and someone will get back to them as soon as possible. Please be careful that you do NOT promise immediate attention or assistance.
- Use Hold: If you need to ask one of the professional staff a question, inform the caller that you will be placing them on hold - please do not cover the mouthpiece with your hand and shout out to one of us.
- Transferring Calls: When we need to transfer to another member of the IT staff our goal is to “warm transfer” the call. This means:
- Let the user know you will be transferring them
- Press “transfer” and dial the extension
- Wait for someone to pick up and let them know who you are transferring them to, a summary of why, and let them know you have created a work order that you will place in their queue.
- Press “transfer” again to conclude your part of the call. Please place the call on hold and notify professional staff before transferring, as we may be busy assisting other users.
Start of Call Flow
- When the phone rings, ensure that you have a new form ready for the call. It can be located here. It will open a new tab for you.
- "Thank you for calling the ITS Service Desk, this is (name). May I have your name please?"
- Write their name in the "requestor" ticket field. Ask for spelling for clarification. If it is not there, use your name as the requester and place their name in the description.
- "Thank you. May I have a phone number where you can be reached if we should happen to be disconnected?"
- Write their phone number in the "Callback Number" ticket field.
- "Thank you, _________. How may I help you?"
- Wait for user to respond
- When they are making a simple request:
- “I would be happy to assist you with that…”
When they are reporting a computer problem: “I can understand how that can be frustrating. In order to better assist you, I will need to ask you a few questions. Is that OK?”
Examples:
- Are you using a Mac or a PC?
- Write their answer in ticket description.
- What is the 5 digit asset tag of your machine?
- (If they don't understand, tell them to look for a sticker that says
"Property of Union College", then a 5 digit number.)
- When did you first notice this issue occurring?
- Write their answer in ticket description.
- Ask questions to clarify their issue and make sure you understand the situation. The more details you can record in a work order, the better able a tech will be able to assist them.
- Write all questions asked and answered in ticket description.
- Find out where the user is located (Where is their office? Are they working from home?)
- Write in ticket description.
See if you can resolve the issue.
Some common questions that have been asked since the start of 2024 have been:
- Helping a user reset their password
- Connecting to Union College Wi-Fi
- Connecting to Union College Guest Wi-Fi
- Self Service Login (Paying Bills)
- Computer Issues
- Bitlocker Recovery Key
- (Write down the asset tag of the computer, and get a full-time staff member if they are available.
Only we can reset these keys.)
- Phishing/Spam emails
- (On their computer, have them open the message, Next to Reply, click More,
Click Report phishing.)
Closing:
- Is there anything else I can help you with today?
- Thank you again for calling the Help Desk. Have a great day!
- Our goal for every call is for the user to be delighted. We will either have resolved their issue, or they will be confident that their concern has been heard and will be resolved.