Podcast
Questions and Answers
What should be included in a service request email for a slow computer?
What should be included in a service request email for a slow computer?
- A casual greeting
- General details without specifics
- Only a request for a reboot
- Identification of yourself and your assets (correct)
You should always disable power-saving options before requesting service.
You should always disable power-saving options before requesting service.
True (A)
What is the primary responsibility of the service coordinator?
What is the primary responsibility of the service coordinator?
Ticket scheduling and follow-up
If browsing with ______ is slow, note that detail in the description.
If browsing with ______ is slow, note that detail in the description.
Match the pieces of information you should include in a service request with their descriptions:
Match the pieces of information you should include in a service request with their descriptions:
What action should you take if parts or licenses may cause delays?
What action should you take if parts or licenses may cause delays?
The service coordinator communicates primarily through phone calls.
The service coordinator communicates primarily through phone calls.
Why is it important to provide screenshots or pictures in a service request?
Why is it important to provide screenshots or pictures in a service request?
What is the primary method to initiate service with Consortyo?
What is the primary method to initiate service with Consortyo?
Support is available via email after 5 PM.
Support is available via email after 5 PM.
What should you do if you need to change your contact information?
What should you do if you need to change your contact information?
A service request email should keep file sizes to ______ or less.
A service request email should keep file sizes to ______ or less.
Match the response time with the priority level:
Match the response time with the priority level:
Which of the following devices has the highest priority according to the triage table?
Which of the following devices has the highest priority according to the triage table?
Direct communication between tech personnel and clients is encouraged for scheduling purposes.
Direct communication between tech personnel and clients is encouraged for scheduling purposes.
What should the subject line of a service request email include?
What should the subject line of a service request email include?
Study Notes
Communication Protocol
- For support issues, email [email protected] with a separate ticket for each issue to isolate tracking and resolution.
- Notify [email protected] for any changes to contact information.
- The Service Coordinator is the main point of contact for all issues and can be reached via email or phone.
Initiating Service Requests
- Service initiation requires emailing [email protected]. Phone calls are supplementary and mainly for urgent requests.
- Operating hours are from 7 AM to 7 PM, with office hours from 8 AM to 5 PM. An answering service is available after hours.
Response Times
- Prioritized response times:
- Priority 1 (Critical issues): 1-4 hours
- Priority 2 (User devices): 8 hours
- Priority 3 (Software issues): 3 business days
- Priority 4 (Training/Consultations): 10 business days
Information Submission Guidelines
- Include screenshots, pictures, or short videos (under 10MB) in the service request email.
- Write a detailed description of the issue, including device names, software involved, previous troubleshooting steps, and urgency.
- Specify callback requests and appointment times, mentioning power-saving options to avoid disruptions.
Roles and Responsibilities
- Service Coordinator handles ticket scheduling, follow-up communication, and keeps client system information updated.
- Onboarding includes creating system profiles within the first 90 days to enhance service quality.
Ticket Management
- All communications are logged through the ticketing system for tracking purposes.
- Descriptions in service requests should provide enough detail to minimize follow-up requests.
- Include notes on delays caused by third-party support or parts to manage expectations.
Approval Processes
- Quick approval is required for any outside-of-scope work, parts, or services.
- Important: Phone call requests and verbal promises are not guaranteed unless backed by email.
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Description
This guide outlines essential communication practices for contracted clients of Consortyo Networks & Security. It emphasizes the importance of submitting separate tickets for each issue to aid in tracking and resolution. Additionally, it provides instructions on updating contact information with the service coordinator.
