ICS Service Desk Call and Ticket Handling Procedures

Transcription

1 ICS Service Desk Call and Ticket Handling Procedures Purpose of this document Who is this document for? This document outlines the ICS Service Desk's current work practices. It provides guidelines for proper and professional call and ticket handling, to assist in providing consistent quality service to our customers. Our mantra for the Service Desk is: We will not give the customer the runaround! New ICS Service Desk staff or current ICS Service Desk staff who would like to review Service Desk procedures. Greet the customer in a standard way It is important to get the customer s McGill ID as quickly as possible, so you can create a ticket in HEAT. This is reflected in the opening script. Default script Example of Use the default opening script shown in the Call Center system. This script is not designed to take away your individuality, but to enhance your job performance. Always maintain a professional profile. ICS Service Desk, my name is <Agent>, may I please have your McGill ID number? Customer responds. How may I help you today? You can customize the opening script as long as you include ICS Service Desk and your name in the script, and maintain your professionalism as in this example: Good morning, ICS Service Desk, this is < Agent>, may I have your McGill ID please? Customer responds. How may I help you today? March 13, 2008 page 1 of 6

2 Create a ticket for every issue Always keep service levels in mind when assisting customers. A ticket is critical in ensuring that we provide an organized and accountable record for each and every issue reported to the Service Desk. Remember, NO TICKET = IT NEVER HAPPENED. EVERY ticket and call that you handle should ALWAYS adhere to the following standards for a neat and presentable ticket: Task Sequence Action Details Identification Populate the customer profile information in HEAT. Check Caller History - This is important to ensure there are no multiple tickets for one issue. If you would like to always have the caller Tip history pop up when you try to create a ticket for them, you can change a setting in HEAT to do that for you: Go to Edit User Preferences. Under Auto-Show Call History, enable Show Call History on New Calls. Qualify the call Understand the problem or service requested. Do not draw a conclusion until all of the information has been presented. The best way to do this is to summarize with the user what you understand to be the problem Example: As I understand it, you can send but you cannot receive , and you are using Outlook Express to read your McGill . Issue identification Check in the related systems to understand the user s profile. Examples: If the user is calling about an issue, the first thing is to check their account situation in DASTools and/or Reggie. If the user is calling about a Banner access problem, check their security inf ormation in Minerva. Issue details and troubleshooting steps should be concise but clear. The Ticket Title should always be a clear summary of the problem. For example, instead of using a title such as RE: Your Call Ticket # has been closed Change it to: Alarms still going off at 505 Pine Street. Add the related ticket number in the Related ticket# field. Use the correct classification. If you cannot find the classification, ask the Team Lead. Include the remote support log number in your ticket if you used the remote support tool. March 13, 2008 page 2 of 6

3 Task Sequence Action Details Call Resolution Routing or escalation Provide the appropriate response; answer questions; solve the issue, etc. Assign the ticket to the appropriate group. ALWAYS SEND A CLOSING WITH THE TICKET NUMBER. If relevant, include the Knowledge Base article link or the steps used to resolve the issue. For Auto Ticket Generator (ATG) tickets, if assigning to another individual or group, ALWAYS use Acknowledge Resolve Complete (ARC). This sets the ticket to "Received" status and sends a response to the user acknowledging that we received the request. Provide the customer with the Ticket number and let them know that someone will contact them shortly. If the customer needs to contact another department, provide them with the number you are transferring them to (as a precaution). Then use Supervised Transfer to hand off the customer. Don't acknowledge and resolve tickets which are assigned to other groups; if you accidently do so, reassign it back to that group. If the 2nd tier support acknowledged and resolved the ticket, but did not close it or assign it back to ICS, ICS Service Desk should assign it back to the 2nd tier group and request that they close it. If the issue is not resolved and not assigned to another individual or group, assign the ticket to yourself so you do not lose track of the ticket March 13, 2008 page 3 of 6

4 Call ownership and follow-up ATG Errors Once you pick up the call, you generally own the call and it is your responsibility until: The caller's request for information is fulfilled. The issue or problem is either resolved, or the ticket is routed or escalated to another support team. You need to follow up on every ticket you own every day, and ensure that each is documented properly, assigned to the right group, and has been responded to accordingly. As the Ticket Owner, you are responsible for the ticket throughout the ticket's life cycle. If for some reason the request is not resolved quickly and additional research is necessary to complete the service, it is the responsibility of the ticket owner to provide the customer with periodic updates. If the problem is of a critical nature, follow up is required. When you see an ATG Error where a ticket could not be created properly, use the following steps to clean it up: 1 Modify the Title and replace ATG Error with a proper title. Remember that customers see this info in the s or on HSS. ATG Error means nothing to them or might be misleading, so please remove that information so you don't confuse them. 2 Modify the Description so that it looks like a regular ticket generated by the forms. Remove: All references to the error. The line that shows the CC recipients and the attachments. March 13, 2008 page 4 of 6

5 Closed for 2nd Tier checkbox As with any other flags in a HEAT ticket, proper use of this checkbox is important for reporting purposes. Rules for use The ticket must have been assigned from ICS Customer Support to a 2nd Tier group Fix or solution must have been provided by someone in a 2nd Tier group The 2nd Tier person providing the solution MUST create a New Assignment for ICS Customer Support Select the Closed for 2nd Tier checkbox before closing the ticket. If the 2nd Tier person DID NOT create a New Assignment, DO NOT check the box. Quality versus quantity If you need to categorize a ticket properly, assign it to another group, or compose the closing 1 Make sure THERE IS NO CALL WAITING IN THE QUEUE. 2 In Call Center, change your status "Finishing ticket". 3 Change your status back to Available when finished or as soon as there is another call waiting in the queue. Don t rush, as you are more likely to create errors, give wrong information, or lose track of the tickets you are working on. March 13, 2008 page 5 of 6

6 Track your tickets efficiently Do NOT delete or move s you receive from HEAT. Instead, create a Rule to distinguish between HEAT tickets sent to the group (which you can overlook) and those sent directly to you. These s let you know when your tickets where you are the owner or they are assigned to you have been updated in any way. You will get notices when the ticket is acknowledged, resolved or a journal has been created. To ensure that you do not overlook these tickets, create a Rule similar to the following: March 13, 2008 page 6 of 6