Enter help desk orders and inform customers of our billing procedures


“Our Help Desk rates are $100 per hour, billed in 15-minute increments, with a minimum of 15 minutes. Your estimated work is ________ minutes, which would be $______. Do you authorize this work to be completed and the amount billed to your account?”


Inform the customer that the request for service will be routed to a remote technician


Help Desk orders are subject to the same service goals as standard work orders, with the exception that we will attempt to route the call within 24 – 48 hours. However, this is also a goal and not a commitment, and all work orders are subject to routing changes at the dispatcher and manager’s discretion.


Assign the work order to the Help Desk technician, print the work order and route it to the help desk technician, either in person or over the phone.


Help Desk technicians are required to report beginning and ends times just as technicians in the field.


The Help Desk technician has a priority list for completing work orders, and that priority list is subject to prioritization based on work load and available resources.


Do not park customers calls for the help desk without first writing a work order and routing it to the Help Desk technician, before requesting a pick up for the call.

Published by ABCI Software Solutions | ABC ISO Consultants | Community | ISO Certification Services | ISO Resources

Copyright © Access Business Communications, Inc.