Even as an engineer - the day job will have me support the Help Desk a day out of the week or more, depending on staffing. What I remember about working the Help Desk on a daily basis has convinced me that you can close maybe 90-95% of your calls in half the time by covering these points in the first minute: complete contact info, a ten-word version of the problem and a decision from you as to whether you have the resources to fulfill the call completely.
Complete Contact Info - the user's full name (correct spelling, please), their direct phone number and a backup and finally, their email address [it works, right?].
Ten-Word Version of the Problem - If this turns out to be a problem you'll escalate, how long will it take for the next guy to decipher the problem because you took two paragraphs to explain what you could in one sentence. Learn to edit your notes down to "THIS IS WHAT IS WRONG" first and then write whatever comes after it as context.
Decision: Can You Fix This Right Now? - You know the answer to this question better than anyone else? Are you fixing the issue or are you farting around? When it comes to phone support - nothing's worse than sitting there trying to troubleshoot a problem with no clear resolution. "Try that...did that work?" "No..." "Okay, try that...how was that?" "No...". Get a remote access solution for your users like Go2Assist or GoToMeeting from Citrix. Connect, troubleshoot and put together a clear picture of the problem. Do you have the tools and resources to move forward now? No? Get off the phone, then, please and call back when you do.
Use the fact that you hate doing phone support as a means, not to get out of work by ignoring it but get out of work by creating less of it for yourself. Watch what happens!
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