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What calls fit into a instant help desk call?

We offer instant help desk for our clients.  However, keep in mind that we are not a call center.  Instant help desk should only be offered as a solution to the client in the situation where the client needs help immediately and cannot wait as it is a business impacting priority.

A business impacting priority varies from client to client however some examples are below:

  • Cannot print and is in need to print due to Payroll or HR reasons
  • working from home and needs to connect to the office
  • More than 3 people within the business is impacted, down and or is unable to operate

Otherwise, you must always encourage the client that opening a ticket is the best solution and that a technician will be giving them a call back shortly.

I received a laptop or computer, what do i do with it?

Once you have received the laptop and have followed the steps process to receive the item, you will now need to label it properly so that the technician can begin preparation of the system.

The technician needs to “image” the system accordingly.  This process is to install windows and ensure that all updates are installed as needed prior to delivery of the item to the client.  You must label the item with a sticker.  On that sticker, you must fill out the information such as date received, technician assigned and who the client is.

An item was received from UPS, Amazon, FEDEX or other, what do i do?

Part of the dispatchers duties is to sign for all incoming deliveries.  The following process must be taken.

1. Sign for the package.

2. Identify what the item is and contact Mehdi.

3. Label each item according to what was given.

4. Notify the technician that the part has arrived

5. Coordinate the installation or delivery of the part with the client and schedule the technician as necessary.