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. |
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