- Microsoft Azure (Virtual Machines/Compute)
- Remote Desktop
- Internet Information Services (IIS)
- Windows 10 (21H2)
- Intake
- Assignment and Communication
- Working the Issue
- Resolution
- Intake
Gather all the necessary information: When a customer creates a ticket, be sure to gather all the necessary information so that you can accurately assess the issue and find a solution. This information may include the customer's name, contact information, the product or service they are using, the issue they are experiencing, and any steps they have already taken to try to resolve the issue.
Prioritize the ticket: Once you have gathered all the necessary information, prioritize the ticket based on the severity of the issue and the impact it is having on the customer. This will help you to ensure that the most important tickets are addressed first.
Acknowledge the customer: Once you have prioritized the ticket, acknowledge the customer and let them know that you are working on it. This will help to keep the customer informed and satisfied with the process.
Assign the ticket to the appropriate agent: Once you have acknowledged the customer, assign the ticket to the appropriate agent. This will ensure that the ticket is handled by someone who is knowledgeable about the product or service and who can effectively resolve the issue.
Communicate regularly with the customer: Keep the customer updated on the status of their ticket throughout the lifecycle. This will help to build trust and ensure that the customer feels like they are being heard.
Be proactive: If a ticket is not resolved within a reasonable timeframe, be proactive and reach out to the customer to see if they need any assistance.
Investigate the issue: Once you have assigned the ticket, investigate the issue to determine the cause. This may involve troubleshooting the issue, researching the issue, or contacting a third party for assistance.
Find a solution: Once you have determined the cause of the issue, find a solution that will resolve the issue for the customer. This may involve providing the customer with instructions on how to resolve the issue themselves, or it may involve making a change to the product or service.
Test the solution: Once you have found a solution, test it to make sure that it resolves the issue for the customer. This will help to ensure that the customer is satisfied with the resolution.
Communicate the resolution to the customer: Once you have tested the solution, communicate the resolution to the customer. This will help to ensure that the customer is aware of the resolution and that they are satisfied with the outcome.
Close the ticket: Once the customer is satisfied with the resolution, close the ticket. This will help to keep your ticket queue organized and manageable.
