Computer Service and Repair, 3rd Edition Page 857 (857 of 976)

Chapter 20 Customer Support, Communication, and Professionalism 857
Repair Ticket
Job Request Number:
Contact Information
Name:
Department:
Equipment information
Brand:
Equipment description (CPU, amount of RAM, etc.):
Operating system (if applicable):
Problem description:
Repair Information
Service date:
Diagnosis:
Actions taken:
Parts used:
Date repair completed:
Contact signature:
Technician signature:
Initial contact date:
Phone number:
Model:
Service technician:
SN:
Date:
Date:
Figure 20-2.
Example of a
repair ticket for
the corporate
environment.

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Extracted Text (may have errors)

Chapter 20 Customer Support, Communication, and Professionalism 857
Repair Ticket
Job Request Number:
Contact Information
Name:
Department:
Equipment information
Brand:
Equipment description (CPU, amount of RAM, etc.):
Operating system (if applicable):
Problem description:
Repair Information
Service date:
Diagnosis:
Actions taken:
Parts used:
Date repair completed:
Contact signature:
Technician signature:
Initial contact date:
Phone number:
Model:
Service technician:
SN:
Date:
Date:
Figure 20-2.
Example of a
repair ticket for
the corporate
environment.

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858 Computer Service and Repair
available for the most common customer problems and questions. Level-two
support is provided for problems that are much less commonly encountered or
more unique in nature. For example, a new software application that has just
been released to the public may be conflicting with another software application.
The problem is so new that there is no or very limited information. The level-two
support technician works closely with the customer to solve the problem. The
technician may need to recreate the problem before being able to find a procedure
for correcting the problem.
Level-three support is typically provided outside the immediate technical
support location. For example, a third-party company, such as Microsoft and
IBM, provides level-three support when a problem cannot be solved locally by
level-one or level-two support. This is often a combined effort to solve a customer
problem and is coordinated by the original support team member who is a level-
two member at the home company. Level-three support may involve software
programmers and engineers. Consumers are generally never involved with level-
three support personnel.
Figure 20-3.
HelpStar service
request. (Help
Desk Technology
International
Corporation)
Level one
Level two
Level three
Help desk, Web site, or call center.
Supervisor over the level-one response team.
Supervisor (level two) working with third-party support from
a larger company.
Support Level Description
Figure 20-4.
The levels of support
through which a
problem can flow.

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856 Computer Service and Repair
person, by telephone, or through e-mail. They may be dispatched to a customer
location to install or troubleshoot computer equipment or provide training.
Depot technician
The main job of a depot technician is to perform repair work usually covered
by warranty. The depot technician receives the hardware item after the client has
contacted customer support through a call center or help desk or if the problem is
not immediately resolved by the first contact. Once the equipment arrives at the
depot, it is assigned to a technician for inspection and for repair or replacement. A
depot technician has very limited customer contact or no customer contact at all.
Corporate enterprise support
In the large corporate environment, technical support services can be
composed of many people working as a team. Typically, an employee contacts a
help desk. The help desk technician generates a repair or incident ticket, Figure 20-2.
If the help desk technician fails to assist the fellow employee to make the
necessary adjustments to the item, the ticket is then assigned to a technician who
will report to the employee’s location.
At the location, the technician will either repair or replace the piece of
equipment in question. This organizational model is found where there are
sufficient numbers of computers and related equipment to justify the cost of a
full-time staff dedicated to this function.
Support Software
There are many different software packages designed to keep track of service
requests and the final results. This is typically how service is organized and
tracked. For example, when a customer or client first contacts the help desk with
a service request, the call is logged, Figure 20-3. This includes adding the date
and time and a description of the problem. The software will typically generate a
repair ticket.
The help desk technician may resolve the problem immediately or may
dispatch a technician to the client’s location. The copy of the repair ticket is
distributed to the technician who will report to the physical location of the
problem.
On resolving the problem, the technician completes the ticket by adding the
procedure used to resolve the problem. Any hardware or software that needs to
be provided or has been provided to remedy the problem is also listed. A follow-
up of the incident can be reviewed at the end of the day to ensure all problems
have been resolved and that no incident has been left unresolved.
Levels of Support
There are typically three levels of support within an organization, Figure 20-4.
Level-one support is the initial technical support contact. This is typically made
with technical support from a help desk, Web site, or call center. Most problems
can be corrected at this level.
Level-two support is when the problem is elevated to a person with more
experience or expertise than the first person contacted. While level-one support
handles most problems, the person at level one typically answers technical
support questions from queue cards or a software program that has answers
depot technician
a technician that
performs repair
work, usually
covered by warranty,
and has very limited
customer contact or
no customer contact
at all.

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Extracted Text (may have errors)

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