Call Handling Guidelines

  1. For new service requests, the Help Desk will ask the caller for the following details:
    • Name
    • Location (department, building, room number)
    • Problem Details

For existing service requests, the Help Desk will ask for the following details:

  • Name
  • Location (department, building, room number)
  • Problem Details
  • Assigned PC Engineer
  1. Help Desk will try to resolve the reported problem over the phone, but in case this isn’t possible, the Help Desk will perform the following actions:
    • For new service requests, Help Desk will create a Service Maintenance Request (SMR) for the PC Engineer.
    • For existing service requests, Help Desk will follow up the request with the assigned PC Engineer.