Warm hand-off from the Request Team:
Section titled “Warm hand-off from the Request Team:”1. The Support Technician II - Lead will consult with the Support Engineer II - Lead to escalate to the Incident team.
2. The Support Engineer II - Lead will seek an engineer from the Incident team for availability.
a. If they are available, the call will be transferred to the engineer.
i. The engineer will then take ownership and work the call. Reschedules if needed will be completed by the assignment user.
b. If no one is available, the Triage Specialist will then discuss with the end user a time when the ticket can be assigned to the next available engineer.
i. The Support engineer takes point on the issue from that time and works with the end user. Reschedule as needed.
Assigned tickets (Scheduled tickets):
Section titled “Assigned tickets (Scheduled tickets):”1. Contact the end user (or whoever is listed as the ticket contact Request For) at the specific time and work on the ticket.
2. If the scheduled time frame has reached its end, please consult with the end user to see if they would like to have another session rescheduled at this time.
a. If they do, check your schedule to determine your next availability.
b. If you need to escalate, please reach out to the Support Engineer II - Lead so they may review the ticket and either provide guidance or escalate to the Support Engineer III - Lead.
c. If the end user’s issues are not solved during the booked time frame and they are expressing urgency, alert the Support Engineer II - Lead or Service Desk Manager to locate an available resource.
Warm hand-off to a Support Engineer III for non P1 issues:
Section titled “Warm hand-off to a Support Engineer III for non P1 issues:”1. Consult with the Support Engineer III - Lead about the warm hand-off
2. The Support Engineer III - Lead will then review to see if there’s a need for a warm hand-off, or if the technician is missing something in the troubleshooting steps.
a. If they agree an escalation is needed, the Support Engineer III - Lead will assign new ownership to the ticket and update the assignment group if needed.
b. If the Support Engineer III - Lead believes there might be other steps that can be taken, they will provide these steps to the technician while on the line with the user in real time.
Answering calls as the Triage Specialist:
Section titled “Answering calls as the Triage Specialist:”In the event all Triage Specialist members are on an active call, calls will then be routed to Support Technician I and Support Technician II and then Support Technician II - Lead first, and then to all other members of the Service Team as needed.
1. If you are working on a task that does not require user interaction and you have at least 10 minutes (or more) until your next call, you will then set your CJP call status to “Available” and answer the call. Work this call and then proceed to move on to the scheduled call.
a. If it is time for your next call, please address with the end user that we will need to reschedule the call to continue support.
i. If you have started to accumulate tech debt (where you are unable to get to your scheduled call) or cannot get to your next call, please let your Lead know to either reschedule the scheduled call or have someone who is available handle your scheduled call.
2. If no one is available to pick up the call, a Lead or Service Desk Manager may approach you to assist. Please let them know if there’s a reason you’re unable to pick up the call, such as if you have a ticket call scheduled at the time or are working on an urgent issue. The Lead/Manger will help to see if you can pick up the call or otherwise.
Morning/Start of Day routine:
Section titled “Morning/Start of Day routine:”1. Review the calendar and prepare for the tickets you are scheduled for.
2. Acknowledge and reply to any client responses.
Downtime/Free time:
Section titled “Downtime/Free time:”1. If you come to a point where you have downtime that’s not scheduled for training or working a specific ticket, please let your Lead know. We will look into helping other engineers on tickets that do not require user interaction.
2. Go through your mailbox and look for “Comment made on ticket” and review those tickets to see if any additional action is needed. If that ticket status is marked closed/inactive, please create a new ticket and update the end user that a new ticket has been created for tracking due to the original ticket status having been marked as closed.
3. You can also look through other team members’ queues to see if you can assist with their tickets.
**Please refer to What to do during downtime/non-client billable time**
End of Day routine:
Section titled “End of Day routine:”1. Review your board and make sure all the tickets have been updated correctly and addressed accordingly.
2. Reply to any client updates and responses.
3. Review the calendar for the next day to prepare yourselves for scheduled tickets.
4. Review all your time entries for the day.
5. Calculate your utilization for the day.