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Recording Client Support Requirements

The document discusses recording client support requests according to organizational standards. It defines key terms like client, log, escalate, first level support, and priority. It also covers service level agreements (SLAs) which define expectations between an organization and service provider regarding support. Client support requests can be logged by phone, email, in person, or fax and cover issues like hardware, software, networking, email/internet, purchasing, installation, configuration, training, and printing problems.

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277 views

Recording Client Support Requirements

The document discusses recording client support requests according to organizational standards. It defines key terms like client, log, escalate, first level support, and priority. It also covers service level agreements (SLAs) which define expectations between an organization and service provider regarding support. Client support requests can be logged by phone, email, in person, or fax and cover issues like hardware, software, networking, email/internet, purchasing, installation, configuration, training, and printing problems.

Uploaded by

Hailsh
Copyright
© © All Rights Reserved
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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Web Development and Database

Administration Level II
Recording Client Support Requirements
LEARNING OUTCOMES
At the end of the module the trainee will be able to:
LO1. Log requests for support
LO2. Prioritize support requests with appropriate personnel
LO3. Participate in workplace meetings and discussions
Lesson one
Contents
Recording client support requests and requirements according to
organizational standards
Reviewing client support history and details
Checking and requesting the information for accuracy and urgency
Recording client support requests and requirements according to
organizational standards

• Definition of terms
• Client - can be 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, 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.
• 
• Service Level Agreement - an agreement between a service provider and a customer detailing the level of service that is
provided, usually including what is covered, what is not covered, the response time for resolution.
SLA (Service Level Agreement)
This is a contract that defines expectations between an organization and the service seller to provide an agreed-upon level of
support. As an employee of the service company, your job is to honor the SLA that you have with the customer.
Service monitoring
Contingency
Maintenance windows
Response time guarantee
An SLA typically is a legal agreement that 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)
Cost and penalties
Time of service availability
Con..
The circumstances in which you are required to provide advice on IT
problems will depend on the nature of your organisation.
 Some organizations may rely on local IT businesses to provide
support, or take out a contract with a company which provides IT
support services.
A growing area of IT is businesses specifically set up to provide IT
support to organisations.
 These companies provide employment opportunities for individuals
with the right skills and knowledge.
Con..
• Many medium and large organisations provide a centralised help desk support service. Clients
with IT problems report these to the help desk. Support is typically provided for areas such as:
• 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
• Help desks will often provide additional services to those listed here, depending on the needs of
the organization. This can be performed in-house, or external training providers can be called in.
Con..
• Printing problems
• Software installation and upgrade etc
• Help desks will often provide additional services to those listed here, depending on the
needs of the organization. This can be performed in-house, or external training
providers can be called in.

First level support


• Clients may request support:
• By calling a telephone or by email
• They may come in person /coming to office/
• They may fax

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