** Phone Monitoring / Handling **

< !!! INTERNAL USE ONLY !!! >
Not for distribution directly to end user

Overview

This article explains expectations for monitoring and handling phone interactions for the Help Desk phone queue.The phone queue allows users to contact ITS for service requests, incident reports, and general support and provides a direct point of contact for users who need assistance or need to be referred to the appropriate non-IT area.

Audience

ITS Staff (User Support)

Procedure

Schedule

  • Technicians may be scheduled during their shifts to monitor the Help Desk phone queue. Phone monitoring may be assigned along with other responsibility areas.

Ticket Creation 

  • A ticket is not required for every phone call.
  • A new or existing ticket should be used when the call requires support, documentation, troubleshooting, or follow-up.
  • A ticket should also be created or updated when the technician has to look up the caller or verify user information, such as asking for a Banner ID number.
  • Tickets should include the caller’s information, the reason for the call, actions taken, troubleshooting performed, and any next steps.

Inbound Calls

  • When scheduled in the phone queue and in a ready state, technicians are responsible for answering calls presented to them within the designated time frame.
  • If a call is missed, the technician should confirm they are in the appropriate phone state to continue receiving calls while scheduled in the queue.
  • Technicians should answer calls using the approved Help Desk greeting.
  • Technicians should have the appropriate tools open and ready for user identification, ticket review, and ticket triage.
  • When a ticket is created or updated during the call, the technician should notify the caller and provide the ticket number when appropriate.

Troubleshooting and Documentation

  • Troubleshooting performed during a call should be documented in the ticket.
  • Documentation should include the issue reported, steps taken, resources used, results, and any next steps.

Known Issues

  • When documented troubleshooting steps are available, technicians should follow the approved documentation.
  • Any documentation or resources used during the call should be noted in the ticket.

Unknown Issues

  • For unknown issues, troubleshooting during the call should generally be limited to 10 minutes unless the technician is able to resolve the issue quickly or is directed otherwise.
  • Actions taken and resources used during troubleshooting should be documented in the ticket.
  • If the issue cannot be resolved during the call, the ticket should include the next step, such as additional research, follow-up with the user, or routing the ticket to the appropriate team.

Service Request and Incident Forms

  • Select the most appropriate form based on the identified issue or service request.
  • When completing the form, gather as much relevant information as possible from the caller.

Categorization 

  • Tickets created or updated from phone interactions should be categorized using the appropriate ticket category.
  • If the issue does not fit an established category, document the issue clearly in the ticket and select the closest appropriate category based on the current process.

Outbound Calls

  • Outbound calls should be documented in the associated ticket when the call is related to an active request, incident, follow-up, or scheduled contact.
  • If an outbound call is scheduled, the ticket should include the date, time, and confirmation details.
  • Calls related to a recent disconnect should be handled according to the current phone queue process.

Transfer and Referrals

  • Transfers are used when the caller’s request is for a non-IT area.
  • If the call is only for a non-IT issue, and no technical support, troubleshooting, user lookup, documentation, or follow-up is needed, a ticket is not required.
  • If a ticket is already being created or updated for a technical issue, document any non-IT transfer or referral provided during the same call.
  • The ticket should include where the caller was transferred or referred and why, so the full interaction is documented.

Concluding the Call

  • Before ending the call, technicians should review the next steps with the caller.
  • When a ticket has been created or updated, notify the caller and provide the ticket number when appropriate.
  • End the call using the approved closing greeting.

Quality Review

  • Phone handling may be reviewed as part of ongoing quality checks, coaching, and process improvement.

 

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