MSP Customer Help-Desk Instructions for Placing Service Requests

Transcription

1 MSP Customer Help-Desk Instructions for Placing Service Requests Welcome to our CourtesyCare IT Help-Desk Services Program. In order to facilitate your service needs in a timely manner, we hope that this instructional document will assist you in learning the 4 ways to contact us for service. Please review this document carefully and forward to those personnel within your organization that you wish to have direct contact with our CourtesyCare Service Team. If you have further questions or concerns regarding communications with our company, please contact your CourtesyCare account manager, or call us at and press 3 for further assistance. Very Important: Whether your request for service is reported to your POC or directly to Courtesy Computers HelpDesk, insure that your request includes the succinct & repeatable process listed below. Following methods for placing a Service Request: to support@courtesycomputers.com (MOST EFFECTIVE METHOD) Customer Portal Phone call to the service department (954) , 'Press 1' After Hours (5pm-8:30amET, Sat-Sun) , press 1. It will be answered by either an on-call technician or live operator, who will ask if: It is an emergency in which you need to hold for a technician, if a technician can call you back, or if the matter can wait until the next business day. 2. Or Google Voice number: In order to help us facilitate your request for services, please use either of the two preferred methods of communication ( your request to support@courtesycomputers.com, OR the Customer Portal) Even though placing your service request via telephone is a viable option, both the Customer Portal and are the preferred methods for generating service requests, as they both immediately generate a service ticket directly into our management system. The ticket is then promptly displayed on our service team s MSP Service Board. Utilizing this process also sends an alert to the Service Manager. The Service Manager will then assign your ticket to the next available engineer. IMPORTANT NOTICE No matter what method (portal, , phone call) you utilize to place your Service Request, please include these important items, as it will greatly assist us in reducing the time to resolve your outstanding issue. Include the following information in you Service Request (who, what, when, where, how: 1. Location User Name Machine Name Brief Description of Issue a. Details of what you were doing at the time (i.e. the application, internet, printing, ing, etc.). e. How we can contact you for further details (if necessary) Page 1 of 6

2 via When placing a service request via to support@courtesycomputers.com, please keep in mind that this address is to be used ONLY for the placing of new Service Requests. DO NOT USE the service address for general communications with the service department. Once you have ed us your Service Request to support@courtesycomputers.com, you will receive an automated response from our system including the assigned ST# for easy reference. Ensure that your ed requests for services are directed to support@courtesycomputers.com and not the individual technician, as this will most likely result in a delay of service as well. Include the following information, when placing your service request: 1. Include in subject line: Location User Name Machine Name Brief Description of Issue 2. In the body of the Send us a detailed message of the issue. a. Detail what you were doing at the time (i.e. the application, internet, printing, ing, etc.). e. How we can contact the end-user for further details (if necessary) Sample 1 (Single User issue): Sample 2 (Multiple Users or Sites issue): via the CourtesyCare Support icon When placing a service request via the CourtesyCare icon,located in the bottom right corner of you desktop systray, please keep in mind that this icon is to be used ONLY for the placing and view the status of Service Ticket. DO NOT USE the icon general communications with the service department. Once you have submitted your Service Request, you will receive an automated response from our system including the assigned ST# for easy reference. Page 2 of 6

3 Include the following information, when placing your service request: 1. Include in subject line: Location User Name Machine Name Brief Description of Issue 2. In the body of the Send us a detailed message of the issue. a. Detail what you were doing at the time (i.e. the application, internet, printing, ing, etc.). e. How we can contact the end-user for further details (if necessary) via Web-Based Customer Portal You now have access to our Customer Portal via the web. Depending on your access level The Customer Portal allows you to place service requests, add users to the Portal, review the status and assignments of current Service Tickets, check past service histories and invoices, and run trend and executive summary reports. It also provides the ability to choose how and when you wish to be notified of the status of each Service Ticket. Views in the Customer Portal: URL: Enter your authorized address and password (must first be assigned to you by our support department). Main Menus of Customer Portal Icons: Home: Used to view Open Tickets, Reports, Current Recommendations, Alerts, Statistics, and Knowledge Base search. Tickets: Create new tickets. Or search tickets by status, ticket#, contact name, Priority, Resources or by Site. Recommendations: Review all current and past recommendations for improving your network performance. Knowledge Base: search your account with key words, in order to find specific tickets or recommendations. Reports: Used to run Service Request Trend reports and/or the Executive Management Report. Page 3 of 6

4 Account: Manage your personal Portal Account. Administrators can manage their entire staff. Note: Our goal is to provide the highest level of service. Doing the following will help us identify and resolve issues quicker. When placing a service request through the Customer Portal: 1. Select Create Ticket icon on the Main Menu bar (upper right corner). 2. Then follow steps 1 through 3. Include the following information, when placing your service request: I. Title bar: Location User Name Machine Name Brief Description of Issue II. Problem Description field: Send us a detailed message of the issue. a. Detail what you were doing at the time (i.e. the application, internet, printing, ing, etc.). e. How we can contact you for further details (if necessary) Note: Only if the Service Request is an extreme emergency (Critical Server or entire network is down), should you select the Emergency check box. 3. Verify your contact information and address are correct. 4. Then select the Submit button. Note: How to save a print screen of your displayed error: Create a print screen by pressing the PrtScn key in the upper right hand part of your keyboard. Next, open word or Note pad and press <ctrl> V to paste the print screen into the document Page 4 of 6

5 Next, save the file and attach it to the service request. Our goal is to continue providing first class support for every one of our customers. via Phone IMPORTANT NOTICE: When placing a service request by phone to our service department at ( , Option 1). The technician who receives your call will be able to take your information, create the service ticket, and place it in the service queue. The technician will not be able to assign the ticket to perform any work on the ticket at that time. Typical response time for Non-Emergency Items is 4 to 8 hours. If this is an EMERGENCY ISSUE, after taking your information and creating the service ticket, the technician will then immediately escalate the ticket to the Emergency Response team or TIER 2 for immediate dispatch. All Emergency issues are responded to within 20 minutes during regular business hours and approximately 1 hour for all after regular business hours. NOTE: Please do not try to place a new service call via a technician s direct extension or cell phone, as they may be unavailable to take your call, thereby increasing the possibility for delays in meeting your service needs. Our system will automatically you the information the technician entered into the Service Ticket, along with the service request ticket number. Please review all ed service request tickets to ensure that the problem information, entered into the ticket, accurately reflects the issue at hand. IMPORTANT REMINDER: To help facilitate your service request by telephone, direct your call to ( , Option 1). This allows your call to be taken by the next available attendant. Be sure to have the following information ready for the engineer, prior to placing your call for service: Include the following information, when placing your service request by phone: Page 5 of 6

6 1. Include: Location User Name Machine Name Brief Description of Issue a. Be prepared to provide detailed information of the issue. b. Detail what you were doing at the time (i.e. the application, internet, printing, ing, etc.). c. Include any error messages by opening and cutting/pasting it into your . d. Whenever possible, include a print screen. Print screens help resolve issues quicker. e. Name of the screen and tab you were on when the issue occurred. f. How we can contact the you (or the end-user) for further details (if necessary) AFTER-HOURS ON-CALL EMERGENCY SERVICE: After-hours CourtesyCare On-Call service: , press 1 for our on-call technicians. If answered by our 24/7 live answering service, they will ask if the issue is an emergency and needs to be addressed immediately while you hold on the phone, or if a technician can call you right back, or if the issue can wait until the next business day. Please be sure to supply the on-call technician or operator with the following information. Who you are Location of the emergency Your current location How & when can we contact you (include and multiple phone numbers if necessary) Brief description of your emergency How many people are affected by the emergency After- hours Google Voice Mail number: If all technicians are currently busy with other calls, please leave a detailed voic message with the following information. Your voice message will auto-generate a service ticket, and notify the on-call support staff. Your message will also be translated into text, and attached to the service ticket along with your recorded message. NOTE: You MUST include the above information within your Voice Mail Message: Who you are Location of the emergency Your current location How & when can we contact you (include and multiple phone numbers if necessary) Brief description of your emergency How many people are affected by the emergency We look forward to assisting you and your organization. Sincerely, Your Courtesy Care Support Team Page 6 of 6