Phone Procedures
• Answer the phone: "Hello, this is your name at
the HelpDesk. May I have your username please?"
• Put users on hold if you need to consult with other HelpDeskers
or staff. Do not cover the mouthpiece since the user will be able to hear you!
• If there are people making too much noise or a disturbance in
the room, ask them to be quiet.
• If someone walks into the HelpDesk, acknowledge them and
help them. If you are busy, let them know that someone will help them as
soon as possible.
• If dealing with a difficult user, you can transfer the call
to the staff on duty. Put the user on hold, let the staff on duty know about the situation, and then transfer the call.
Helping the User
When someone calls the HelpDesk, please be as thorough as you can with your questions and responses. Our purpose is to help and we want to make sure that any concerns or questions they may have are dealt with properly.
When a user calls, please keep the following items in mind:
Listen to them
Give users your complete and full attention.
Take time to listen to
what they have to say. It will provide useful information such as possible deadlines and it will reduce stress. Then begin troubleshooting. Keep listening and ask what they are seeing in order to gather more information.
Explain the process to them
Explain how to resolve a problem and don't do it for them. Otherwise they'll just have to call back the next time.
Many times users don't understand the documentation or skipped
a step and are in a wrong location. Please take a look at the documentation
and help them figure things out.
If disagreeing with the user is necessary, give them the reason first
before disagreeing with them.
"Due to the fact that we cannot replace any hardware or software
if something goes wrong, we cannot help you with your personal computer."
Openly explain what is being done to solve the problem. Give them the big picture when trouble
shooting and then take them step by step.
Try to figure out what they really need
Try to anticipate
any problems a user may encounter. This includes problems the user may not be calling about.
Why do they want to do something? What are they hoping to get as
a result? Sometimes users think they need something but it's really
a completely different thing that they need. For example, someone may
call wanting to know what OS they have because they think they need
to purchase a graphics program, but we provide Fireworks for free.
Ask open questions.
Right: Do you log into your computer every day?
Wrong: "You log into the computer
every day, right?"
Be helpful
Provide as much information and help as you can including links and anything associated with the reason they called. Email any extra information to them. For example, if someone is worried about viruses, make sure their virus protection is up to date and they know how to update it.
Show empathy. Try to express an understanding of the user's feelings if they are upset or frustrated.
Give them alternatives for what can be done until the situation is resolved.
Remember, if you don't know the answer
and can't find it in the documentation,
ask your fellow HelpDeskers, HelpDesk managers, or staff!
Freebies Remember to tell users about the free software and borrowing of equipment including laptops, digital cameras, etc. For more information go to the Knapp Borrowing page.
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Watch the Clock!
Be careful how long you leave users on hold.
It may not seem like a long time for you, but it's an eternity for them!
If you have to research an answer or discuss it with someone else, ask them if you can call them back. It's usually not a problem and everyone will be happier that way. Be sure to check the extension where you can reach them.
One Business Day
When users call and the log has to be referred, please remind them that our policy is that staff will contact them as soon as possible, but it may be within one business day. Make sure not to reveal the identity of the referral as staff often pass logs between each other.
We cannot provide immediate service unless it is an urgent log. If you believe that you have an urgent log, please consult with the staff on duty who will deem whether it is truly urgent or not. If it is urgent, the staff member will then contact someone directly who will take care of the issue. No voicemails are to be left during urgent situations.
Calling Back
If you help a user who says they will call back and they haven't, call them back to make sure that the problem they were experiencing is resolved. We want to make sure that all problems have been satisfactorily resolved. If they are not there, you can leave a voicemail.
Be sure to either resolve or refer all logs you have been working on before you leave your shift. If you haven't heard back from a user, you may refer it to the staff member on duty, but let them know you are referring it to them.
Voicemails
To check voicemail, dial x3900. If the phone doesn't automatically roll to the HelpDesk account, press * followed by 3302 to specify the account. Ask staff for the password if you forget!
If a user leaves a voicemail:
• Make sure to note all the information and delete the voicemail. If you don't understand it, save it and have staff listen to it.
• Create a log.
• Call the user back to acknowledge their voicemail and assist with the problem or question.
• If the user does not answer, leave a voicemail with the log number. Leave the log unresolved until someone from the HelpDesk physically speaks with the user. You can also try to call back later in your shift to see if the user is in the office.
If there are any saved voicemails:
• Note the information.
• Search the HelpDesk logsheets for a log regarding that
voicemail.
• If a log exists, delete the voicemail.
• If a log does not exist, create a log and then delete
the voicemail.
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Deskside Coachings
Deskside Coachings are where an IS staff member will go to a user's office for one hour and assist them with a specific program and project or give them a mini-tutorial on a general operating system. Some examples are Microsoft Word, Backing up, Excel, Filemaker Pro, Windows, Macintosh OS, etc.
If a user is struggling with a piece of software or has lots of questions about a particular topic, please recommend a deskside coaching. Transfer the call to the staff on duty, who will determine who is best to receive the log and update the deskside coaching record on the bulletin board. Make sure you refer the log to whomever the staff chooses.
New User Orientations
New User Orientations are similar to Deskside Coachings. A staff member will go to a new user's office for an hour and provide an overview of FirstClass as well as introduce them to all the computing resources at Wellesley.
When you find out a user is new to the College, even if they are calling about a different matter, inform them about New User Orientations. It is really important that new users have the opportunity to find out about all the resources available. Unlike with deskside coachings, you do not have to transfer the call to staff. Simply refer the log to the New User Orientation referral.
Sending URLS
It is always best to help users navigate through the Wellesley Computing website to the computing documentation so that they learn how to access all the information available. If you do email a link to a user, please remember to check the URL to ensure that it is not a Binder link.
A binder link contains the word Binder in the URL. These links are written solely for IS staff and students and have not been tested for the general user.
E-mail Etiquette
When emailing faculty/staff:
• Write a detailed subject line.
• Write clearly, thoroughly, and professionally, checking your grammar and
spelling before sending the email.
• Avoid writing in all capital letters.
• Include the log number so users can call back and give that number if
necessary.
When emailing IS staff:
• In the subject line write the log number as well as a brief description of
the situation: Log#: 22245 - Upgrade Request.
• Attach any files a user may have sent you.
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