Chapter 3

Receiving the Incident

Incident Management

• Process of receiving, processing and resolving user problems or requests.

• Here we are going to look into the detail of receiving the call.

• The first few minutes of any encounter directly affects every event that follows, including problem diagnosis, problem solving, and user satisfaction. Why?

Steps in Receiving the Incident

1. Becoming aware of the problem

2. Contacting the helpdesk

3. Authenticating the problem and verifying the user

4. Logging the call

5. Screening the call

6. Prioritising the call

1. Becoming aware of the problem

• Most will attempt to remedy the issue before contacting the helpdesk other always ring.

• Productivity

2. Contacting the helpdesk

• Critical Events– Information is gathered– Relationship is established

• Single point of contact• Contact made by e-mail, phone call, on-

line, fax…• Phone answering script for consistency -

example

3. Authenticating the problem and verifying the user

• Authentication = gather enough information to establish whether the issue falls within the helpdesk domain– Description of the problem– Hardware & software in use

• Verification = determine if the user is eligible for support– Caller/User/Organisation ID– Name & location

Call Categories

• Question – “How do I…”– Is it the responsibility of the HD?

• Request – “I want to get…”– For hardware and software

• Problem – “I cannot…”– The user is unable to perform a task because

of a technology issue.

4. Logging the Call

• Process of logging basic information of the call into the helpdesk management system – HELPSTAR

• Information and quantity varies between organisation

• Dependent on integration of information systems

• Unique ticket number identifies call from here on.

5. Screening the Call

• Process of gathering further information about the problem so that problem solving can begin.

• At what level within the helpdesk structure will this step happen?

6. Prioritising the Call

• Process of determining both the timing and the level of support that will be provided.

• Indication of the seriousness of the problem

A standard 5 point scale.

Priority Definition Example

1A critical component is affected with

direct business impact

Sales registers are offline, online store is down, key people have no email access

2 A component is degraded

Slow response times on back office systems, intermittent errors

3Non-critical component is down with

some business impact

Back office reports are non-functional, spam filtering is offline

4Non-critical component is down with

no direct business impactA user cannot print, A staffer

needs a software update

5

Little or no impact or need for immediate attention, cosmetic issues

Out of place icons, constructive user feedback

3 Level scale based on severity and breadth of issue

Priority Definition

1Severe Component is critical and multiple users are affected

2 Important Component is important and multiple users are affected

3Low Component is not critical; few users are affected

Determining Factors

• Person

• Impact

• Number of people affected

• Possibility of a work around

• Projects – business initiatives

• Time

• Increasing number of call

Questions to consider

• What is the status of the caller?• What is the problem’s effect?• How many are affected?• Is there a workaround?• Does it affect a key business initiative?• What is the timing of the problem?• Are report of the problem increasing?• Is the problem important or time-critical?

Soft Skills

The Listening Process

Listening Steps1. Receiving the message

– Receive the communication, listen for the tone of voice and words spoken

2. Interpreting the message– Analyse the message to determine what the speaker is

saying

3. Evaluating the message– Do you agree? Does your biases, attitude, or beliefs

interfere with an accurate evaluation of the message.

4. Responding to the message– Indicate that you are paying attention, check

understanding.

Challenges

• Handling Emotions

• Ignoring distractions

• Dealing with different levels of knowledge

• Communicating by telephone

Communication Style

• Complete the Communication Style Self-Assessment, page 73

• What is your communication style?

Accent the Positive

• Page 75

Effective Communication

• Listen to the caller– Respond to the message– Empathise with the caller– Acknowledge what the caller is saying– Consider the caller’s feelings– Act as if you are in the same room as the caller– Mirror the caller– Be present– Listen between the lines

Effective Communication

• Communicating with the caller– Keep it simple– Allow the caller to speak– Suspend judgement– Clarify the caller’s statements– Use a positive tone of voice– Maintain a positive attitude

Responses to avoid

• Do not deny feelings• Do not be defensive• Do not minimise the problem• Do not use jargon• Do not finish the person's statement• Do not assume• Do not use abbreviations or acronyms• Do not use negative language• Do not argue

Practical

• Computer Practice – HelpSTAR

• Audio exercises