Record Client Support

Mary Help College
Department of Information
Technology
UNIT OF COMPETENCE
Record Client
Support
Requirements
LEVEL-1
INFORMATION
SHEET
Prepared by IT Department.
Learning Outcomes
At the end of the module the learners will be able
to:
LO1: Log requests for support
Record Client support requests and requirements
according to organizational standards.
Review client support history and details
Check and request the information for accuracy and
urgency according to organizational standards
LO2: Prioritize support requests
with appropriate personnel
Identify guidelines for prioritising or rating client
2
requests
Prioritise client request based on its criticality or effect
LO1: Client support requests and
requirements
Definition of Terms
 Client:- A Client is an individual, an organization, business or an
institution that may come in person or communicate using any
communication means like telephone, e-mail, fax or online help desk
to get technical support and consultation on technologies etc
 Log – means recording client support requirements based on
organizational rule, regulation and policies.
 Escalate - transferring a helpdesk that cannot be resolved to
personnel at a lower level such as an IT specialist or IT manager.
 First level Support - usually refers to the initial support offered to
a customer by a help desk operator; in this initial point of contact,
the officer determines the nature of the call and will try to solve the
problem if it is straightforward; support organizations usually have
quite clear outlines of what constitutes first level support.
 Priority - the value given to an incident, problem or change to
indicate its relative importance in order to appropriately allocate
resources and specify an appropriate time-frame for resolution.
3
requirements
Service Level Agreement (SLA)- is a legal
agreement / contract between a service provider
and a client detailing the level of service that is
provided, usually including what is covered, what is
not covered, the response time for resolution. It
describes the responsibilities and liabilities of all
parties involved.
Some of the contents of an SLA usually include the following:
 Response-time guarantees (often based on the type
of call and the SLA)
 Equipment and/or software that will be supported
 Where service will be provided
 Preventive maintenance
 Diagnostics
 Part availability (equivalent parts)
4
 Cost and penalties
 Time of service availability
requirements
Level-One Technician Responsibilities
 Call centers sometimes have different names for
level-one technicians. These technicians may be

known as level-one analysts, dispatchers,
or incident screeners. Regardless of the title,
the level-one technician’s responsibilities are
fairly similar from one call center to the next.
 The primary responsibility of a level-one
technician is to gather applicable information
5
from the customer.
requirements
 Here is some of the information a level-
one technician must obtain:
 Contact information
 Description of the problem
 Priority of the problem
 The computer’s manufacturer and model
 The computer’s operating system
 Whether the computer uses AC or DC power
 Whether the computer is on a network and, if so,
whether it is a wired or wireless connection
 If a specific application was being used when the
problem occurred
 If any new drivers or updates have been installed
recently and, if so, what they are
 Some problems are very simple to resolve, and a level-
6
one technician usually can take care of these without
requirements
7
requirements
Level-Two Technician Responsibilities
The level-two technician is usually more
knowledgeable than the level-one technician
about technology, or has been working for
the company for a longer period of time.
When a problem cannot be resolved within
ten minutes, the level-one technician
prepares an escalated work order.
The level-two technician receives the
escalated work order with the description of
the problem.
That person then calls the customer back to
8
ask additional questions and resolve the
requirements
Level-Two Technician Responsibilities
The following list of guidelines details when to
escalate a problem to a more experienced
technician. These are generic guidelines; you
should follow your company’s business policy
for problem escalation.
■ Escalate problems that require opening the
computer case.
■ Escalate problems that require installing
applications, operating systems, or drivers.
■ Escalate problems that will take a long time
to walk a customer through, such as
9 Configuration Memory Operating System
requirements
What is a client support?
Client support is a service that computer and software
manufacturers, and other third-party service companies, offer to
clients.
Providing good IT supports for clients is vital to the effective
operation of any organisations, so you may find there are established
procedures for determining and addressing client support issues.
For personal computer products, the following are common client-
support options:
 mail-in service: The manufacturer will repair your equipment if
you mail it in. Typical turnaround time is about four days. In some
service plans, the manufacturer charges you for shipping
expenses.
 carry-in service: The manufacturer will repair your equipment,
but you must deliver it to a local service site. This is sometimes
10
called depot service.
requirements
Client-support options…
 On-site contract: For a monthly or annual fee, a repair person will
come to your site to fix problems. (The fee is included in the purchase
price of some machines.) Most on-site contracts guarantee that the
service will be rendered within a fixed number of hours from when you
report a problem.
 Hot lines: Many software manufacturers provide a phone number that
you can call for advice and trouble-shooting. Often the number is toll-
free. The quality of this type of support varies considerably from one
company to another. Some hot lines are so good that they enable you to
solve most problems yourself. Others are so bad that you are unable
even to get through.
 bulletin board system : Some companies maintain electronic
bulletin boards (or forums within online services) staffed by service
engineers. If you have a modem, you can report a problem to the bulletin
board and a technician will respond. This can be convenient because
11
bulletin boards are usually open 24 hours a day. Also, bulletin boards
enable you to download software updates that correct known bugs.
requirements
Describe Good Communication Skills and
Professional Behavior
 Whether you are talking with a customer on the
phone or in person, it is important to communicate
well and to represent yourself professionally. Your
professionalism and good communication skills
will enhance your creditability with the customer.
 A customer can “see” your body language. A
customer can hear your sighs and sense that you
are sneering, even over the phone. Conversely,
customers can also sense that you are smiling
when you speak with them on the phone. Many call-
center technicians have a mirror at their desk to
monitor their facial expressions.
12 
Successful technicians control their reactions and
requirements
Determine the Customer’s Computer
Problem
Remember these three rules at the beginning of
your conversation:
■ Know: Call your customer by name.
■Relate: Use brief communication to create a
one-to-one connection between you and your
customer.
■ Understand: Determine the customer’s level
13
requirements
Problem(cont…)
To accomplish these tasks, you should
practice active listening skills. Allow the
customer to tell the whole story. As the
customer is explaining the problem,
occasionally interject a small word or phrase,
such as “I understand,” “Yes,” “I see,”
or “Okay.”
This behavior lets the customer know that
you are there and listening. This is not the
same as interrupting the customer to ask a
question or make a statement.
14 A technician should not interrupt the
requirements
Problem(cont…)
Many times in a conversation, you might

find yourself thinking about what to say
before the other person finishes talking.
When you do this, you are not really
listening. As practice, try listening carefully
when other people speak, and let them finish
their thoughts.
After you have listened to the customer
explain the whole problem, clarify what the
person has said. This helps encourage the
customer that you have heard and
understand the situation.
15
A good practice for clarification is to
requirements
Display Professional Behavior with the Customer
When dealing with customers, you must be
professional in all characteristics of your role.
You must handle customers with respect and
prompt attention. When on the phone,
make sure that you know how to put a
customer on hold, as well as how to
transfer a customer without losing the
call. How you conduct the call is
important. Your job is to help the
customer focus on and communicate the
problem so that you can solve it.
Be positive when communicating with the
16
customer. Tell him what you can do. Do not
requirements
Display Professional Behavior with the Customer(cont…)
Customers will quickly sense whether you
are interested in helping them.
Here are some recommendations to follow
before you put a customer on hold.
First, let the customer finish speaking.
Then, explain that you have to put him
on hold, and ask him for permission to
do so.
When the customer agrees to be put on
hold, thank him.
Tell him that you will be away only a few
17
minutes, and explain what you will be
requirements
ustomer Communication Dos and Don’ts
18
requirements
Observe the following list of things you

should avoid when communicating with a
customer:
■ Minimizing customer problems.
■ Using jargon, abbreviations, and acronyms.
■ Displaying a negative attitude or using a
negative tone of voice.
■ Arguing with customers or becoming
defensive.
■ Being judgmental or insulting or calling the
customer names.
■ Distractions and interruptions when talking
with customers.
19
■ Unnecessary and unexpected holds.
requirements
Focus the Customer on the Problem During the Call
 Part of your job is to focus the customer during

the phone call. Keeping the customer focused on
the problem allows you to control the call. This
makes the best use of your time and the
customer’s time on troubleshooting the problem.
Do not take any comments personally,
and do not retaliate with comments or
criticism. If you stay calm, finding a solution to
20 the problem remains the focal point of the call.

requirements
Focus the Customer on the Problem
During

the Call
Just as there are many different computer
problems, there are many different types of
customers.
1. Talkative Customer
2. Rude Customer
3. Angry Customer
4. Knowledgeable Customer
5. Inexperienced Customer
21
requirements
During the
Talkative Call
Customer
A talkative customer discusses everything
except the problem. This kind of customer
often uses the call as an opportunity to socialize. It
can be difficult to get a talkative customer to focus
on the problem.
22
requirements
During
Rude the Call
Customer
A rude customer complains during the call and
often makes negative comments about the
product, the service, and the technician. This type of
customer is sometimes abusive and uncooperative
and is easily aggravated.
23
requirements
During
Angry the Call
Customer
An angry customer talks loudly during the call
and often tries to speak when the technician is
talking. Angry customers are usually frustrated that
they have a problem and upset that they have to call
somebody to fix it.
24
requirements
During the Call
Knowledgeable Customer
A knowledgeable customer wants to speak
with a technician who is equally experienced in
computers. This type of customer usually tries to
control the call and does not want to speak with a
level-one technician.
25
requirements
During the Call
Inexperienced Customer
An inexperienced customer has difficulty
describing the problem. These customers
usually can’t follow directions or communicate the
errors they encounter.
26
requirements
Client Support Roles
The most important skills needed by the IT
professional who is working as a help desk
person to record the clients’ support
requirement are:
Courteous and Professional manner
Active listening skill
Following call handling processes
Following organizational rules and
regulations
Good Communication Skill
27
Technical skill
requirements
i) Courteous and Professional manner
When dealing with clients, it is important
for you to ensure you establish and
maintain a courteous and professional
manner.
To be courteous means to show good
manners and respect for the clients’
opinions and needs.
To be professional means to conduct
yourself in a manner that is mature,
responsible and fair.
28 When dealing with clients in a workplace
requirements
ii) Active Listening Skill
 When you are dealing with client , it is critical
that you listen carefully to the facts and
respond appropriately. To do this, people often
use a technique called active listening.
 Active listening occurs when you focus on the
message you’re receiving from the other
person, without thinking about what you want
to say next.
 Your response to the client is one that
paraphrases what you’ve heard. That is, you
summarise what you’ve heard, and say it back
to the sender in your words. This ensures that
29 you have understood the idea the client wants
requirements
iii) Call handling processes
General Guidelines Handling a Telephone Call
All telephone calls shall be answered on time
and in a professional and courteous
manner
 Telephones should be answered within three (3)
rings and it becomes each employee’s job to
answer it.
 Most organisations require their staff to answer
the telephone with a greeting, identifying the
organisation, the department/section, their name
and offering help with an opening statement. For
30
example:
requirements
Guidelines…
 Stop talking and focus your attention on the caller
or avoid distractions and Concentrate on what the
client is saying.
 Show interest and concern to the reason for the
call.
 Find out what the caller needs and don't be afraid
to ask the caller questions to find out his or her
concerns.
 If you have determined you are not the person
they should talk to, apologize to the caller and
briefly explain why you are unable to assist him
or her. Give the caller the correct telephone
31
number and the person's name which can assist
him or her.
requirements
iv) Following organizational rules and
regulations
 Every client interaction should be guided by the
policies and guidelines of the organisation.
 These policies and guidelines are often
documented, but can also be established ways of
behaving that form part of the culture of the
organisation.
Why you need Organizational Rules and
regulations
 To have professional conduct
 To standardise the interactions between IT
Technician and clients.
32  To ensure the process of supporting clients runs
smoothly.
requirements
v) Good Communication Skill
Whether you are talking with a client on
the phone or in person, it is important to
communicate well and to represent
yourself professionally.
 Good communication skills will enhance
your creditability with the client.
Successful technicians control their
reactions and emotions from one client
call to the next.
A good rule for all technicians to follow
33
is that a new customer call means a
requirements
 You can develop more effective communication
skills by practicing the following techniques:
1. MAINTAINING EYE CONTACT: Look into the
other person’s eyes while speaking or
listening... It shows that your are interested
and paying attention.
2. LISTENING: To avoid misunderstandings, give
the other person a chance to put their point
across without interruptions.
3. LEADING: Make comments and ask questions
that encourage the other person to continue
communicating in the direction you want.
34 vi) Technical skill
requirements
Help Desk and Support
 A help desk is simply a person who handle
phone call of client’s problems and a more or
less has organized idea of how to solve the
problems that come in.
 A Help Desk is the one in charge of
recording/logging client support request and
enter them into a centralized database
program that is designed to track client
support requirements.
 A Help Desk is someone who help the customer
to fix there problems or who gives support.
 Clients may request support :
By calling a telephone or by email
35
They may come in person /coming to office/
requirements
 Support is typically provided for the
following IT Problems area:
 Hardware and software faults
 Networking problems (including login problems)
 Email and Internet problems
 Consultation on purchasing information technologies
 Installation and configuration hardware
 Training needs
 Printing problems
 Software installation and upgrade etc
In many organisations, help desk operators
attempt to fix straightforward problems.
36 This is known as first level support.
requirements
In some organizations, operators simply
log calls, which are then allocated to the
appropriate technical staff.
The proportion of problems that can be
handled at the first point of contact will
depend on the skill and training of the
help desk staff.
Recording Client’s support Request
If you are on the help desk and a client
rings, fax, e-mail or come in person and
37
request for support, what details do you
ask them to provide?
Data required Entry
LO1: Client support requests
Log number:
and
Help requirements
Desk Operator’s name:
Date and time of client request:
Client’s name:
Client’s contact details:
Section and location:
Problem logged:
Date and time problem occurred:
Computer/peripheral affected
Impact of the problem on

operations/business:
First line support provided (if any):
Escalate to support staff? Yes/No
Support staff request details: Date and

time reported:
Name of support staff:
38 Sample of a typical data entry form

requirements
Example: Recording/logging a client request
First Request:
Details:
 The 1st client who’s name is Terefe from the
Ministry of Education, Arat Kilo with a contact
number 0912345678 call you today at 12 o’clock
and asking help for network server failure he
encounter the problem yesterday at 4 o’clock so
he cannot connect to the website.
Second Request:
Details:
 The 2nd client who’s name is Mispin from the ECBP,
Bole Road with a contact number 0913756347
send you an email today at 11 o’clock requesting
39
for support of upgrading his Microsoft Office 2003
Data required Entry
LO1: Client support
Log number: 001 requests and
Help Desk Operator’s Ato Dereje Alemu
name: requirements
Date and time of client 05-12-2012, at 12 o’clock
request:
.
Client’s name: Terefe
Client’s contact details: Addis Ababa, contact number
0912345678
Section and location: Ministry of Education, Arat Killo
Problem logged: Network server failure
Date and time problem 04-12-2012 at 4 o’clock
occurred:
Computer/peripheral Server Computer
affected
Impact of the problem on Cannot connect to the website
operations/business:
First line support Not provided
provided (if any):
Escalate to support staff? Yes
Yes/No
Support staff request 07-12-2012, at 12 o’clock
details: Date and time
reported:
Name of support staff: IT Specialist
40
requirements
Reviewing Client Support History
 Reviewing client support history means
checking the client support request database
for the same problems.
 This is very important to overcome the
following main challenges one may face while
working as a Help Desk IT professional.
 It enables to find easily how the previously logged
problem is solved
 It eliminates redundancy of recording the same
problem
 It enables easily identify the problems solved
from the one in queue
41
 It enables the responsible IT staff for the
Self Check
1. What is a good rule for a call center
technician to follow?
A. Be proactive by avoiding speaking with
upset or angry customers.
B. Consider each new customer call
call aa fresh
fresh start.
start.
C. Go with your first impression of the
customer, and use Netiquette.
D. Focus on how to repair the problem while
the customer is speaking.
42
Self Check
2. What is an SLA?
A. An itemized record detailing all levels of
service performed on equipment covered
by a manufacturer warranty
B. A legal agreement between a customer
and a service technician confirming specific
C.services performed between
A legal agreement on equipment not
a customer
covered
and by any warranty
the service v
C. A legal agreement between a customer
and the service vendor confirming a
specific level of support
43 D. A legal record of customer invoices
LO2:Prioritizing client support
requests
Identifying relevant guidelines for
prioritizing or rating client requests
 There should be some mechanism used to
prioritize service request that come from
clients.
 In many organizations there are rules and
policies that govern prioritization issues.
 The most important factor taken into
consideration is:-
 Business Critical System – the interruption of
such system directly affects the production, profit
of the organization or the business. It results in
bankruptcy, frustration, disappointment etc
44
 Urgency of the service requested
requests
Prioritize client requests based on
criticality or impact on the business
 Some client support requests will be allocated
a high priority, as they involve critical IT
functions which cannot be carried out until the
problem is resolved. Extra resources may have
to be allocated to high priority support needs,
and the progress of these support needs to be
closely monitored.
 The most common ways of prioritization
mechanisms are using the following general
guidelines but its best to respond to all
requests as quickly as possible.
45
requests
1. High Priority: - high priority is given where the
business critical system has got a problem. A significant
number of people are affected by an issue, a
customer’s computer crashed, the network
server is down, a virus attack, or there is a
security concern.
Example:
 The user is unable to login; the computer crashed; a
customer’s account is locked or the password needs to
be reset; a computer has been infected by a virus; an
entire student lab is down; if the network is inaccessible.
2. Medium Priority: A single customer is affected by a
problem but is still able to work, or there are problems with
a service but it is still functional.
46
Example:
requests
3. Low Priority: Routine or maintenance
tasks.
Example:
A customer asks “how to” questions or
requests new software installations or
computer set up. The department requests
account creations or updates, directory
changes, or new file shares.
Referring requests to appropriate
person or department for assistance
This stage is the step at which we refer
47 client support requirements to respected
LO2:Prioritizing client
support requests
 The priority of a support request is based upon its
severity and impact to an individual, a functional
unit, or the organization.
 Priority levels help to determine which requests
require more immediate attention and assist in
providing the best possible service as quickly as
possible to our clients.
 All support requests are serviced in order of the
priority assigned to them. This means that at any
given moment, a higher priority request may
require more immediate attention than lower
priority request.
 If you feel that a support request’s priority needs to
48
be escalated(more serious), contact the staff
Severity Levels
Critical
Major
Normal
Minor
Enhancement
49
Severity Level: Critical
 This is the highest level of severity and should
only be assigned to issues that require
immediate attention.
 A critical issue is one which satisfies any of
the following criteria:
• Undermines business critical processes essential
to the mission of the organization.
• Prevents the effective use of any major service.
• Seriously affects a large number of computer
users.
• Causes a major threat to information security.
50 • Might severely impact the status of the
organization.
Severity Level: Critical
Examples
Hardware or software failure disturbing
activities of essential system and business
critical activities.
Information security vulnerability posing
risk to access, integrity, or confidentiality of
organization.
51
Severity Level: Major
 Major issues are those that pose a serious
impact to business processes if they are not
addressed quickly.
 A major issue is one which satisfies any of the
following criteria:
 Prevents the effective use of any service and
affects a substantial number of computer users.
 Disrupts the activities of a substantial number
of computer users and no work around exists
 Poses a minor threat to information security.
 Might possibly impact the reputation of the
52
organization.
 Creates very serious implication for an
Severity Level: Major
Examples
System unavailable to a percentage of the
organization’s users.
Failure disrupting activities of a functional
area.
Inability of user to access essential piece of
information.
53
Severity Level: Normal
 This represents the ‘typical’ problem, and
should be the most frequently assigned
level of severity.
 An issue which satisfies any of the
following criteria:
 Prevents the use of any fully supported
service or application by an individual.
 Disrupts the activities of a substantial
number of computer users, but a work
around exists.
 Inconveniences the activities of a
substantial number of computer users.
54  Might imply a minor threat to information
Severity Level: Normal
Examples
Monitor/LCD screen is dead
Computer won’t boot
Software installation when software is
critical to job responsibilities
File system quota exceeded
Shared network printer down
55
Severity Level: Minor
 An issue creating minor business impact
as it does not threaten or impact
productivity.
 An issue which satisfies any of the
following criteria:
 Causes inconvenience to an individual
 Any problem in a "limited support" category
Examples
 CD-Drive non-functional
 Mouse is jumpy on the screen
 Questions regarding application features
56  Installation of most peripheral devices
Severity Level:
Enhancement
 Enhancements are those issues that have
little to no business impact and do not
materially affect productivity.
 All issues that do not fall into the above
described levels of severity.
Examples
 Installations of software peripheral to
business functions
 Cosmetic enhancements (e.g. desktop
settings, browser settings, and favorites)
57
Prioritise client support request
using “Who, What, When, Where,
and Why” approach
Who: This attribute looked at the relative
importance of who or how many people
were affected by the problem. The
bigger the impact, the higher the points.
Higher points were also provided to special
cases like traveling users because we would
have limited access to their computers. Some
examples of the value picks we came up with
were: Entire Company, Sales Office,
Department, User, Traveling User, Lost
Sale, and Executive.
58
What: Here we would look at the service
Prioritise client support request
using “Who, What, When, Where,
and Why” approach
 When: This characterizes the type of
response needed. These value picks ranged
from Immediate to Same Day, Next Day, Next
Week, or No Hurry.
 Where: This attribute included Departments,
Airport, Hotel, and Home. A traveling user
in an airport, working on a sale, would be
allowed an immediate response, for instance.
 Why: This attribute clarified the nature of the
problem with value picks such as Not Working,
Intermittent Problem, Research, Question, or
Workaround
59
Prioritise client support request using “Who,
What, When, Where, and Why” approach
Caller number one

Client Problem: Corporate e-mail is down.
Who is affected Company 10
points
What is affected E-mail 10
points
When is response Immediate 10
needed points
Where is response Corporate 10
needed computer points
room
60
Why is response Not working 10
Caller number two

Client Problem: Remote user cannot access e-
mail and will not need access until tomorrow.
Who is affected User 1 point
What is affected E-mail 10 points
When is response Next day 2 point
needed
Where is response Home 1 point
needed office
Why is response Not 10 points
needed working
Total score
61 24 points
Caller number three

Client Problem: Company president with a
PowerPoint problem going on vacation and in no
hurry.
Who is affected User 1 point
What is affected PowerPoint 1 point
When is response Two weeks 5 points
needed
Where is response Corporate office 1 point
needed
Why is response Not working 10
needed
62 points

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Mary Help College

level-one technicians. These technicians may be

ustomer Communication Dos and Don’ts

Observe the following list of things you

 Part of your job is to focus the customer during

20 the problem remains the focal point of the call.

Date and time of client request:

Client’s contact details:

Section and location:

Date and time problem occurred:

Impact of the problem on

Escalate to support staff? Yes/No

Support staff request details: Date and

38 Sample of a typical data entry form

Caller number one

Caller number two

Caller number three

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