What happens during a normal Help Desk call?
We talk with you to understand the issues and use pointed questions to probe for all the necessary facts. Often the caller reads us their relevant policy from an Employee Handbook or will fax/email us material. All of the background material is used to identify if the issue can be resolved without further research. If the issue requires research, the caller has the option of remaining on the line or having us call them back. All callers will be provided a Case number for each call, useful in helping us quickly identify past notes on an open Case. At the conclusion of an incident, we will usually follow-up by email to provide the customer with written information regarding their case notes.
