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Policy Title: Customer Support Procedures Policy ID: IT-4 Origination Date: July 31, 2014 Update Date: August 15, 2014 IT4-1 Policy It is the policy of the Ogden City I.T. Division to provide high quality, timely, and courteous support to customers consistent with the City vision and City technology governance, standards, policies, and procedures. IT4-2 Policy Purpose The purpose of this policy is to assure uniform and seamless performance of technical support to customers, improve support quality and efficiency, and reduce support errors. IT4-3 Evidence of Compliance Evidence will come from customer feedback via random surveys and other forms of personal communication, as well as a reduction in support related errors. IT4-4 Policy Procedures I.T. staff shall: 1. Opening Office a. Open the I.T. office and available for customers at 7:30 a.m. b. Unlock front double glass doors c. Unlock the North stairwell door d. Turn all lights on e. Turn your computer on and start up all programs needed for the day f. Turn the Customer Support desk phone to “On” g. Review today’s calendar h. Review Customer Support Queue (TrackIt and email) and respond to them accordingly i. Prioritize work orders for the day j. Check voicemail for any messages 2. Closing Office a. Close the I.T. office at 5:30 p.m. and not before. Your computer and phones should remain on until 5:30 p.m. b. Send E-mails to Customer Support Desk for tasks/work orders needing to be completed the following morning c. Make sure work orders are up to date d. Turn all Customer Support desk phones to “Off” e. Log off of your computer ---PAGE BREAK--- f. Lock the North stairwell door g. Turn all of the lights off h. Lock the front double glass doors i. Copier can stay on, it will turn itself off 3. Beginning of Each Shift a. Turn your computer on and start up all programs needed for the day b. Turn your phone to “On” c. Check with existing staff regarding daily priorities d. Review today’s calendar e. Review Customer Support Queue (TrackIt and email) and respond to them accordingly – this queue should be checked often by each staff during his/her shift f. Prioritize work orders for your shift g. Check voicemail for any messages 4. Answering Phone a. Answer a call within 3 rings. b. Use the standard telephone greeting – “IT Customer Service, this is (name). How may I assist you”? c. Have a smile on your face. Have a positive attitude with your customers, including a kind tone of voice. 5. Transferring calls a. Push transfer button b. Dial extension number that you want to send the call to c. Wait for person to answer the phone and let them know that you are transferring a call to them and what they need help with d. Push the transfer button again to disconnect 6. Follow-up a. Call the customer to verify that the problem has been solved b. If any ticket has been started by another person, transfer the ticket to them to complete it 7. E-Mail a. Answer all E-mails within 15 minutes when possible b. There should always be someone at the Customer Support desk to answer phones and E-mails accordingly c. Be sure to respond correctly: i. When finding out an answer to a question or forwarding an E-mail, do not copy the Customer on the E-mail ii. If the issue is one that will take time, reply to customer and IT support to communicate this iii. When ticket is completed – E-mail the customer and enter resolution into Track- It ---PAGE BREAK--- 8. Track-It a. Ticket Creation i. When an e-mail is sent to the customer support desk, a ticket will generate automatically ii. All Customer Support requests need to be entered into Track-It iii. The Customer Support Desk supervisor will then assign any work orders that need to be done b. Fields within a ticket that must be entered by customer support desk i. Requestor: Set to whoever requested help with an IT issue ii. Priority: Priority is set by the Supervisor and the work load at the time iii. Type: This is the subject of the issue. Such as Software, Hardware, etc. iv. Subtype: This is more detail of what the type is. Such as Cartegraph, Keyboard, etc. v. Summary: Must be a brief description of the issue. Update this if it does not make sense from an e-mail generated ticket 1. Assigned Technician: Change this if necessary to transfer a ticket to someone else because they are going to take care of the issue. You will need to change this to your name for any Customer Support I,II,III, development or network team tickets before closing vi. Attachments: Add any attachments to the ticket that are necessary c. Ticket Updating i. Customer Support personnel should update their Track-It tickets immediately (or as soon as possible) after work is performed on a ticket, and no less than daily. Discussions that take place with the customer along with what actions were performed should be logged. This process continues until each ticket is completed ii. Complete ticket or transfer it to the person who completed it d. Completion Dates i. The Customer Support Desk supervisor will prioritize and assign due dates to all tickets ii. Due dates are expected to be met, unless otherwise discussed with the supervisor e. Completing a Customer Support request involves the following steps to be followed: i. Pleasant greeting and tone ii. Understanding the issue iii. Creating a ticket iv. Resolving the issue v. Following up with customer about the resolution vi. Closing of the ticket f. Escalation Procedures i. After a ticket has been worked for 30 minutes with no resolution, the ticket needs to b escalated up to the tier 2 status ii. Tier 2 personnel will work on the issue and if unable to resolve by the end of the day, the issue needs to be escalated up to the Tier 3 status g. Tier Levels ---PAGE BREAK--- i. The Customer Support desk consists of 3 levels: Tier 1, Tier 2 and Tier 3. Each level is responsible for different levels of customer support. Each level is expected to perform lower level responsibilities as needed or requested. ii. Tier 1 - Tier 1 is basic level customer support. They are responsible for answering the phones, responding to E-mails and taking care of basic computer support and applications. Tier 1 should handle and complete most customer service requests iii. Tier 2 – Tier 2 is mid-grade customer support and lead of the Tier 1 customer support. They are responsible for answering the phones, responding to E-mails and taking care of higher end computer support and applications that the Tier 1 cannot take care of iv. Tier 3 – Tier 3 is high end and application support. They are responsible for taking care of escalated tickets, and application support tickets. They are responsible for maintenance on desktop equipment and any updates for applications. They are the back-up for the customer support phones and E- mails when customer support tier 1 is not available. h. Ticket Hand Offs i. When handing off a ticket, the Tier 1 will need to go and speak directly to the Tier 2. Tier 2 will need to go and speak directly to the Tier 3. Make sure you give all the information on the issue, report what you have already tried, make sure you transfer the updated ticket with what you have done to the higher tier level person. If the co-worker is not available in person, send them an email to let them know all of the details and that you have transferred the ticket to them. 9. Customer Service a. Counter greeting – always immediately acknowledge the customer when they walk up to the counter, whether you are on the phone, or helping another customer. A wave of the hand or “be with you in a minute” let’s the customer know you have seen them and will be with them shortly. If you are alone at the Customer Service desk and overwhelmed, contact anyone else in the office and ask them to come help you b. Etiquette and Behavior – you should always use proper manners when helping a customer. This includes: i. Making eye contact and listening to what they are saying ii. Not eating and or drinking in front of a customer as this is very poor manners and is considered rude by most people. Put your food and drink away while helping a customer iii. Conversations: terminate all conversations when a customer walks in. Never bad mouth a customer or a fellow employee c. Communicate what will be done on a computer, what we did on a computer, and how we left it for the user d. Solution Tabs – any new known issues need to be added to the solutions tab e. E-mail generated tickets do not auto fills everything. You will need to input the missing information. ---PAGE BREAK--- 10. Inventory a. Shared Device Assignments i. Most devices have an assigned user (e.g. computer, laptop, docking station, and phone). However, there are some device types that are not assigned to users (e.g. printers, scanners, cell phones). In these instances, the device shall always be assigned to a department or a division. b. Assigning Equipment i. Does every device have a specific department and division? Yes, there is always a primary owner within the department and division. ii. Are there some devices that have no assigned users as an owner? Yes, some devices are shared across departments and divisions. iii. Who is the assigned owner of the equipment? Devices with a previous assigned user as the owner are re-assigned to the division manager until the device is re- assigned to a new employee. iv. Who is the assigned owner of the equipment? Devices with a previous assigned user as the owner are re-assigned to the division manager until the device is re- assigned to a new employee. v. How are new devices added to inventory that don’t fit within one of the pre- existing categories? Review the device with the Customer Support Supervisor to determine classification. c. Adding New Assets during an Annual Inventory i. This process is followed during the periodic inventory of assets performed by IT staff. 1. Technician locates an asset. 2. In Track-It, click on New Asset. 3. Select the appropriate Asset Type and click Ok. 4. Locate the asset tag on the device. If no tag exists, add a new one. 5. Enter the asset tag number in the Ogden Asset Tag # field. 6. Enter the name of the employee assigned to the asset in the User field. If this is a shared device (e.g. printer), then leave the field blank. 7. Enter the Department, Division, and Location of the asset. d. New Equipment Receiving i. This process occurs when new items are received but not deployed. It is the first time the item is entered into Track-It. Do not store equipment in the hallways or in front of the helpdesk counter. 1. New equipment is accepted by IT Admin. 2. IT Admin affixes asset tag to item. 3. IT Admin adds item to other > Unassigned Equipment in TrackIt. 4. IT Admin completes the following fields to Tracked Item record: a. Product Description b. Product Type c. Serial Number d. Purchase Order Number e. Date Purchased ---PAGE BREAK--- f. Vendor g. Price h. Warranty Expiration Date i. Asset Tag Number j. Inventory Date k. Technician 5. Save and Close the unassigned equipment. 6. IT Admin transfers the item to Customer Support Supervisor and notifies them of newly received item. e. Assigning Item to Be Configured and/or Deployed i. This process occurs when a new item or an existing item is to be deployed from Unassigned Equipment to an Assigned User. The tracked item may be promoted to an asset or it may be a tracked item of an existing asset. 1. Customer Support Supervisor creates a new customer support work order. 2. Supervisor describes item to be configured and/or deployed in the Notes field and provides the following information: a. Product Description b. Serial Number 3. Customer Support Supervisor assigns the task to a Technician and includes an expected completion date. f. Deploying Assets i. This process occurs when a technician has been instructed to deploy items as Tracked Items or as Assets. 1. Technician receives work order with instructions and secures the tracked item. 2. Technician opens other > Unassigned Equipment > Tracked item and verifies Asset Tag Number and Serial Number. 3. When applicable, the technician configures the item for the user. 4. Technician promotes item to asset and specifies: a. Asset Type b. Asset Tag Number in the ‘ID’ field c. Assigned User d. Department e. Division f. Location g. Device Name (where applicable) h. Technician opens the tracked item record and specifies: i. Installed By (technician) ii. Date Installed iii. Inventory Date (today’s date) 5. Technician deploys the asset. g. Transferring Tracked Items between Assets ---PAGE BREAK--- i. This process occurs when a Tracked Item is being removed from one Asset and is associated with a different asset (e.g. hard drive, video card, etc.). 1. Technician receives approval to transfer a Tracked Item. 2. Technician opens the Asset and selects the Tracked Item that will be transferred. 3. Technician selects the Transfer button and locates the new asset it is to be associated with. 4. Technician saves the record. h. Transferring Assets between Users i. This process occurs when an asset is transferred from one user to a different user. 1. Technician receives approval to transfer the asset to different user. 2. Technician opens the asset record and changes the User to the new user name. 3. Technician modifies the Department and Division fields appropriately. 4. Technician modifies the Location field. 5. Technician saves the record. i. Transferring Assets Due to Terminations i. This process occurs when an employee is terminated from Ogden City. 1. Technician receives an approved termination notice. 2. Technician opens the asset record and clears the User field. 3. Technician modifies (if necessary) the Department and Division fields appropriately. It is intended that assets will remain associated to the Department and Division of terminated employee. 4. If the Asset Location is changed to IT (or any other location) the technician will update the Location field appropriately. j. Moving Equipment to Basement Location i. This process occurs when an asset is moved to the basement for either retirement or surplus. Assets deemed appropriate for redeployment are stored on the shelf marked ‘Surplus’. Assets deemed inappropriate for redeployment and to be retired shall be stored on the shelf marked ‘Retired’. This process changes ownership of the asset from a City customer to the IT Division. 1. Technician receives approval to move an item to surplus. 2. Technician opens the asset record and clears the User field. 3. Technician changes the Department field to ‘Management Services’. 4. Technician changes the Division field to ‘Information Technology’. 5. If the asset is deemed usable for redeployment, then Technician changes the Location field to ‘Basement - Surplus’. 6. If the asset is not deemed usable, then the Technician changes the Location field to ‘Basement – Retired’. 7. Technician moves the item to the specified basement location. k. Retiring Removed Equipment ---PAGE BREAK--- i. This process occurs when an external vendor removes unusable equipment from basement and it will not be returned. This process permanently destroys all history of the asset in TrackIt and it cannot be returned to inventory. 1. Technician receives approval to retire an item. 2. Technician opens the asset record. 3. From the top menu, the Technician selects File > Retire. 4. If there are any tracked items that will be returned to Unassigned Equipment, the item will be selected. Then click Ok. l. Deleting Equipment i. This process can only be done by the Customer Support Supervisor or an Administrator of the program. If there is a mistake and equipment needs to be deleted, please email the Customer Support Supervisor. Give details of why the equipment needs to be deleted. m. Customer Follow-Up i. Customer follow-up is the most important part of customer service once a work order is made. After you make a work order, your customers need a telephone call or another type of contact to help develop a good relationship which can be used as a way to keep customers happy as well as make customers see you as capable of completing a task. Many times, speaking to your customer in person after their work order is completed is very difficult because of staffing issues and delegation of responsibilities. A customer follow-up over the phone can help you keep in direct contact with your customers. ii. No matter how you use customer follow-up, it adds a personal touch to your customer service and keeps your customers happy. By following up with your customers, you are creating a lifelong relationship with people who will recommend you as their IT support technician. iii. Customer follow-up is good to do while you have down time. Go through each open ticket assigned to you and contact the customer and give them an update. Update your ticket with what you have told the customer. 11. Physical Inventory and Tiering Reports a. A physical inventory of desktop equipment (desktops, laptops, tablets/pads, printers) is performed twice each year and then compared with LanDesk reports to create an inventory/tiering list i. Physical inventories are performed each June and December to be submitted to the I.T. Manager by July 1st and January 1st respectively ii. The July list is provided to CAC’s who will work with each department to determine tiering for the current fiscal year iii. The January list is distributed to departments to assist them with potential desktop replacement budgeting (non tiering budget) for the next fiscal year, and is used by I.T. to update the five-year rolling I.T. budget plan b. A physical inventory of infrastructure equipment (servers, data storage, switches, routers, etc.) is performed once each year in December and provided to the I.T. Manager on January 1st ---PAGE BREAK--- i. This January list is used by I.T. to update the five-year rolling I.T. budget plan and to develop the annual Expected Life report given to departments describing equipment and software (non- desktop tiering) that is scheduled to be replaced in upcoming fiscal years. 12. On Call Policies a. Being “on call” is not an entitlement, it is a service that we offer our customers. b. If you do not know how to fix something, please find the answer and remedy the problem now, as opposed to asking the customer to call the Customer Support desk in the morning. You may use the CSD as a resource. c. Weekday mornings, e-mail the Customer Support desk and other support staff updating them on the specifics of issues you handled during the On-Call period. d. Create and work on ANY tickets for issues during your coverage period for the support team e. Help with ANY issues at the Customer Support desk during your coverage period f. Follow up with customers when you arrive at work the next morning 13. Communication a. “The single biggest problem in communication is the illusion that it has taken place” b. Communication to all; internal and external users is vital c. You can never have too much communication (e-mail, IM’s phone calls, text or face to face) d. Listen, Take Ownership, Write Down, Ask Questions and Acknowledge 14. Passwords a. Kept within KeyPass and will be kept updated 15. Remote Location Customer Support a. The Customer Support Supervisor will create, organize, and monitor schedules and assignments for providing customer support to remote sites, including Walk-Through’s and Public Safety shift changes. b. Walk-Through’s i. A customer support staff walks through a remote site with a smile, pleasant demeanor, and an eagerness to be of service, may ask if help is needed, and otherwise addresses issues that are requested ii. Staff must determine which issues can be addressed immediately and which should be forwarded to the Customer Support Desk or other I.T. staff iii. Staff shall have authority to replace small computer items, subject to availability, without seeking permission from his/her supervisor (mouse, keyboard, cable, power strip, etc.) iv. Staff should immediately try to fix as many issues as possible v. Staff will follow up on any issues transferred to the Customer Support desk or other staff c. Public Safety Shift Changes ---PAGE BREAK--- i. Staff attends assigned shift changes and handles any support requests ii. Staff should report personal attacks, vulgarity, or other abusive behavior to the Customer Support Supervisor 16. City Council Customer Support a. All Customer Support staff providing customer support to City Council chambers, work room, or staff offices shall i. Check in with and receive permission from Council staff prior to entering Council chambers, the Council Work Room, or performing any customer service ii. Take a second I.T. staff with him/her when performing any customer service in Council areas 17. WebQA Procedures a. WebQA is the standard electronic inquiry and problem reporting tool for citizens. b. I.T. is responsible for the management of WebQA, for monitoring citizen requests, and for assuring the application works properly, is kept up-to-date, and for assuring responses back to citizens are timely. c. The Customer Support Supervisor has administrative responsibility for WebQA, may assign sub responsibility to staff, and performs the following functions i. Monitors functionality of WebQA and its connection to and presentation on ogdencity.com ii. Monitors overdue responses on a basis and notifies departments of overdue issues iii. Maintains a current list of department staff assigned to receive WebQA notifications iv. Provides training to department staff as needed 18. Maintenance Support Contracts a. I.T. is responsible for all hardware and software maintenance contracts and renewals. b. All maintenance renewals are paid from the I.T. budget Contract Maintenance accounts. For departments funded by the General Fund, Comptrollers transfers needed funds from department accounts through the General Fund and into the I.T. Contract Maintenance accounts. For Enterprise Funded departments, I.T. receives direct reimbursement for maintenance costs. c. The I.T. Administrative Assistant, under the direction of the Customer Support Supervisor, is responsible for monitoring and managing the payments for contract maintenance, and performs the following steps i. On the first Monday of each month the Admin provides a report of upcoming maintenance renewals for the next 60 days (two months) to the Customer Support Supervisor. ii. The above report is discussed in the next I.T. Manager Stand Up meeting with any needed instructions given back to the Admin and, if needed, to CAC’s for follow up. iii. The Admin contacts each vendor on the report and ---PAGE BREAK--- 1. Verifies the renewal due date 2. Requests an updated quote from the vendor 3. Updates the vendor maintenance master list 4. Assures the maintenance renewal is sent to I.T. 5. Forwards this information to the Customer Support Supervisor iv. The Customer Support Supervisor reviews the information with the Operations Supervisor and appropriate decisions are made for payment of the renewals. If necessary, issues may be discussed in the I.T. Management Standup meeting. v. Maintenance Contract renewals are paid appropriately. IT1-5 Enforcement: Any employee found to have violated this policy may be subject to disciplinary action up to and including termination of employment. Failure to report to work or contact your supervisor to pre-schedule time off could be considered voluntary resignation”. ---PAGE BREAK---