SHAMBLES.NET Help Desk links
Nice chart of CUSTOMER-SLA-SERVICE DESK - PROBLEM MANAGEMENT - MSServiceDeskFinal.pdf
SHAMBLES FOR TECHS
DELL SLA: www.dell.com/downloads/ap/services/HelpDesk_nz.pdf
ICT Technicians : Shambles in S.E.Asia (The Education Project Asia)
SLA
www.icc.edu/v1.11/eLibrary/technologyServices_helpDeskServiceLevelAgreement.pdf
Sample interactive troubleshooting script (very messy)
Troubleshooting Copy Protection Problems in PC Access for Windows, MFM Communication Software, Inc.
LIST OF LINKS to help desk information
www.ghc.edu/faculty/slloyd/CIS211/ComSiteRefURLs.pdf
Support Centers Tools List | KR Consulting
Saying No: How to Deliver Bad News to a Customer | KR Consulting
When the Customer is Not Right | KR Consulting
How to Handle Angry or Upset Customers | KR Consulting
Nice chart of CUSTOMER-SLA-SERVICE DESK - PROBLEM MANAGEMENT - MSServiceDeskFinal.pdf
SHAMBLES FOR TECHS
DELL SLA: www.dell.com/downloads/ap/services/HelpDesk_nz.pdf
ICT Technicians : Shambles in S.E.Asia (The Education Project Asia)
SLA
www.icc.edu/v1.11/eLibrary/technologyServices_helpDeskServiceLevelAgreement.pdf
Sample interactive troubleshooting script (very messy)
Troubleshooting Copy Protection Problems in PC Access for Windows, MFM Communication Software, Inc.
LIST OF LINKS to help desk information
www.ghc.edu/faculty/slloyd/CIS211/ComSiteRefURLs.pdf
Support Centers Tools List | KR Consulting
Saying No: How to Deliver Bad News to a Customer | KR Consulting
When the Customer is Not Right | KR Consulting
How to Handle Angry or Upset Customers | KR Consulting
Hospital survey script with IF THEN
562a_ICH_Telephone_Script-FAQ_English.pdf
562a_ICH_Telephone_Script-FAQ_English.pdf
Sales scripts with Minimize verb use.
Largest telephone operators in the world. (2010)
Topics Include:
• Creating a service attitude
before answering the phone.
• Practicing a customer friendly
tone of voice.
• Managing the call process.
• Putting the caller on hold.
• Transferring the call.
• Taking messages.
Seinfeld phone description... The pool guy script.
The Matrix script
Tips for working on the phone.
Sales pitch with double commit.
www.winnersworld.com/downloads/Pique_Script.pdf
Ticket Receipt
Help Desk Team members will receive all engagements via the ticket system. The following information will be reviewed when
ticket is received. Incomplete, vague or inaccurate information can result in extended resolution times.
• Date received
• Time received
• Requestor: who is having the problem? Who needs to be notified?
• Equipment/Application affected.
• A succinct and meaningful subject line.
• Detailed description of problem or issue, including actions being attempted, error messages, etc.
• Priority requested
• Ticket Queue assignment.
pmwinc.com/helpdesk/Proc_IT_Help_Desk_081007.pdf
www.winnersworld.com/downloads/Pique_Script.pdf
Ticket Receipt
Help Desk Team members will receive all engagements via the ticket system. The following information will be reviewed when
ticket is received. Incomplete, vague or inaccurate information can result in extended resolution times.
• Date received
• Time received
• Requestor: who is having the problem? Who needs to be notified?
• Equipment/Application affected.
• A succinct and meaningful subject line.
• Detailed description of problem or issue, including actions being attempted, error messages, etc.
• Priority requested
• Ticket Queue assignment.
pmwinc.com/helpdesk/Proc_IT_Help_Desk_081007.pdf
