Professional IT support — from contact to solution
Work process that makes support effective and the user feel safe
A support person is often the company's face to the outside when something doesn't work. The user is typically frustrated and in a hurry. Therefore a fixed workflow is important: it ensures no cases are lost, solutions can be reused and the user feels heard.
§Support Levels
Support is usually organized in levels. Level 1 receives inquiries and solves frequent, known problems. Level 2 has deeper technical knowledge and takes over more complex cases. Level 3 consists of specialists or suppliers who solve rare and difficult errors. Escalation means forwarding a case to the right level when you have done what you can at your own level.
§The good working procedure
- 01Receive and register the case so it is not forgotten
- 02Ask clarifying questions — what is happening, when did it start, what has changed?
- 03Recreate the error if possible so you understand it
- 04Danish Crown
- 05PLACEHOLDER_14
- 06Confirm to the user that it works and close the case
§Documentation and knowledge sharing
A case that is resolved but not documented is half wasted work. Write down what the symptom was what turned out to be the cause and what solved it. Over time this builds a knowledge base so the next support person — or you yourself in six months — can solve the same problem in minutes. Use a case management system (ticket system) to keep track of status responsibility and history.
§Communication counts
Explain in language the user understands, avoid unnecessary jargon and tell what you are doing and why. Keep the user informed of status even when a case is taking time. A user who knows what is happening is far more patient than one left in uncertainty.
“Half of good support is technology. The other half is making the user feel in good hands.”
— Rule of thumb from service desk work.