Support Team Priorities
Items at the top have a higher priority than lower items.
- Answer the phone.
- Answer chats.
- Answer support emails and keep inbox managed.
- Keep voice mails up to date and managed.
- Take appropriate breaks and lunch time.
- Complete time sheet.
- Take care of returned equipment.
- XTV Follow Up Calls
- HR Training Hay or TCC.
- Side projects.
Level 2
Call 4400 to reach someone to help you. Will ring Marcel’s phone for four rings, and then ring additional inside techs at Hay for another four rings and will repeat.
Review Previous Tickets
For each trouble call please be sure to review prior tickets.
Assign any tickets you are working on to yourself and keep them up to date. At least one comment per day if you are playing phone tag. If you’ve left 3 VMs over 3 days you can close the ticket and we can re-open when they call back.
Evening support will be responsible to try to contact anyone who we did not reach during the day, or call to continue troubleshooting.