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GENERAL - Policies (incomplete outline)
Support Center Policies (to be organized and converted to Wiki format)
All emails should be answered and removed from inbox by the end of each shift.
If the current staffer cannot respond to an email, he/she must discuss the issue with the next staffer.
All emails from customers should receive responses within one business day. If the staffer does not know the solution to a customer’s issue, then the response should politely indicate that the issue is under review and that the customer will receive a response asap.
Determine a primary and secondary staffer who will be responsible for addressing particular types of issues. (see “Support Center - Supported Apps” Google Doc). The primary and secondary support people will monitor for these problems as they appear in general queues.
Typical process: open consult ticket open RemedyForce ticket if necessary, assign to yourself if you can handle it, assign to primary/secondary staffer if issue must be handled by other staffer with expertise in specific issue
Managers will review FCS queue each day to insure that no tickets go unanswered send email/call client to make him/her aware of the status of issue
When clients request help with an application, ask them what they’re intending to accomplish -If it relates to their courses, we DO handle it -If it relates to research, we handle it as possible -If it relates to applications not functioning properly, open a ticket for Help Desk -For all internal calls, use x6506. -If client calls support center asking for specific staffer, politely: attempt to help the client inform the client that he/she can leave a message for staffer we will pass along the client’s message to staffer If you find the answer to a question/issue, assume that others in the department should also be aware of the answer send it to the group
Establish that “I’ve got it” when handling an unusual/time-consuming request this way, a client cannot consume time from multiple staffers for the same issue
Equipment loans for up to two weeks, unless approval by Judith All clients requesting TPC projects must complete submission form Define peak times and how they affect TPC project turnaround estimates Faculty laptop questions should be routed through the Help Desk