Difference between revisions of "Procedures"

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== Work Order Process ==
''The work order checklist has been updated. Please refer to the following [[Work Order Checklist|page]] to learn more.''


'''Start from here if the customer has NOT entered a service/work form'''
==Work Order Procedure (Technician)==
This procedure is to used by technicians that have a work order. This is the correct way to handle the work order, and this procedure must be followed every single time.
[[File:Spiceworks login.PNG|200px|thumb|right|Spiceworks' Login Page]]


1. Take the information that you got from the call (using the phone script) to input into the work order form. The google form from our site. Such as name phone number, etc.  
#Log into Spiceworks, which is located [http://odin/pro_users/login here]. This link only works on the CISCOACA network. Spiceworks needs to be checked DAILY.
#If you have a new work order, immediately comment "Work Order Received" or something similar to alert the manager that you have seen the work order.
#If you are working with another tech on the work order, talk to them before doing anything and come to a consensus on what should be done.
#For every new work order, print a work order checklist, which is located in your Google Drive in "Shared With Me\24PinTech Documents" and it is the Docs file name "Work Order Checklist."
#Email any customers that are assigned on your work order and BCC your supervisor and Mr. Chamberlain (see [[Email Templates]]).
#Set up a time for them to drop your device off where you meet the customer. You may have to go to a teacher's classroom in order to service them, rather than asking them to drop off their device.
#Ensure that a waiver form is signed by the person that is dropping off their device. Devices serviced in a teacher's classroom do not need a waiver. Waivers are located on the paper rack on the receiving desk, or may be printed out in "Google Drive\Shared With Me\24PinTech Documents\SLAs\Contracts". Ensure that customers get their receipt (cut off the bottom) and stress the "DO NOT LOSE" portion.
#After picking up any devices, please email your customer and ask for permission to disassemble, if it applies. Written permission is required before opening any devices.
#Update customers every 2 days at most via email.
#Email a customer when their device(s) is/are ready for pickup.
#Set up a time for them to pick up a device or drop the device off when it is done, depending on the device and customer. Every case will be different.
#Ensure the device is working properly with the customer before handing it over, have customer sign form noting their confirmation that the problem has been corrected.
#Once the device is no longer in the hands of 24PinTech, notify the manager that the work order is completed. One week after the the device has left 24PinTech, a follow-up email (see [[Email Templates]]) needs to be sent. Complete the work order closing procedure in the next section.


'''Start from here if the customer has already entered a work form.'''
==Work Order Closing Procedure==
This procedure is to be used following the completion of the work order.


2. Double check information is correct in the Google spreadsheet. Does it make sense?
#After the customer has picked up their device, immediately send a Customer Satisfaction Survey (see [[Email Templates]]) to the customer.
#Once that has been sent, update your work order.
#Close the work order in Spiceworks.
#Turn in your work order checklist.


3. Send an email that confirms that we have received to equipment and will begin working on the system (must respond within 24 hours).
==Arcade Desk Clerk Dropoff and Pickup==
This is to be used when the clerk working the desk is doing the drop off and pickup


4. Fill in columns M, N, P, and T. Those columns are Technician assigned, Initial Customer Contact, Date assigned, and Equipment given. All must be filled in before moving to Spiceworks.
#If the Tech assigned to the workorder is unable to facilitate the drop-off/pick-up they inform the clerk on duty regarding the issue. Upon completion the clerk will inform the tech.
 
#If it is a customer that has not contacted 24Pin and put in a workorder, the clerk will work with the customer to briefly troubleshoot the device and help them put in the workorder and fill out the waiver form. '''No devices are accepted with out a workorder request and waiver form completed!!!'''  Clerk will then inform the operations manager who will then assign the workorder to a tech.  The Tech will then collect all equipment from the clerk and store it in their designated area.
5. Log into SpiceWorks, click on new ticket, and fill out the following categories: Summary, description, assigned to, and priority. Make sure the technician assigned in SpiceWorks is the same as the one on the google sheet.
#If a customer comes by to check on the progress of an order clerk will check on [https://docs.google.com/spreadsheets/d/11QXMP4XMELFYPsWmhiDrGFHs1hSy936hgXFzcHCJopA/edit#gid=0 SpiceWorks Progress Sheet] to report on progress. Clerk will also give out technician email and ask the customer to contact the tech using email. If the customer has a complaint clerk will elevate the issue to the Operations Manager or Mr. Chamberlain depending on who is availalbe.
 
6. After the ticket is created, contact the team member about it, either telling them face to face, or email, to inform them about their new ticket.
 
7.Let the assigned team member/s work on the issue.
 
8. Team members working on the issue will send an email update to assigned customer if needed (if there is a big change in functionality, or possible date of delivery).  Assigned members should leave notes on  a daily basis on spiceworks. After leaving notes in spiceworks, copy a shortened version into the google sheets.
 
9. After the issue is resolved and the equipment is DELIVERED, the team members can close the ticket.
 
10.After the ticket is closed and the equipment is delivered back to the customer in full functionality, the job assigner (same person that assigns jobs in spiceworks) sends an email with the satisfaction survey. Use customer satisfaction survey template.
 
11. Update the date completed, customer update, resolved, and recept # in the google sheet.  
 
12. After customer has given feedback, give out compliments or constructive criticism if needed.

Latest revision as of 20:30, 5 December 2022

The work order checklist has been updated. Please refer to the following page to learn more.

Work Order Procedure (Technician)

This procedure is to used by technicians that have a work order. This is the correct way to handle the work order, and this procedure must be followed every single time.

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Spiceworks' Login Page
  1. Log into Spiceworks, which is located here. This link only works on the CISCOACA network. Spiceworks needs to be checked DAILY.
  2. If you have a new work order, immediately comment "Work Order Received" or something similar to alert the manager that you have seen the work order.
  3. If you are working with another tech on the work order, talk to them before doing anything and come to a consensus on what should be done.
  4. For every new work order, print a work order checklist, which is located in your Google Drive in "Shared With Me\24PinTech Documents" and it is the Docs file name "Work Order Checklist."
  5. Email any customers that are assigned on your work order and BCC your supervisor and Mr. Chamberlain (see Email Templates).
  6. Set up a time for them to drop your device off where you meet the customer. You may have to go to a teacher's classroom in order to service them, rather than asking them to drop off their device.
  7. Ensure that a waiver form is signed by the person that is dropping off their device. Devices serviced in a teacher's classroom do not need a waiver. Waivers are located on the paper rack on the receiving desk, or may be printed out in "Google Drive\Shared With Me\24PinTech Documents\SLAs\Contracts". Ensure that customers get their receipt (cut off the bottom) and stress the "DO NOT LOSE" portion.
  8. After picking up any devices, please email your customer and ask for permission to disassemble, if it applies. Written permission is required before opening any devices.
  9. Update customers every 2 days at most via email.
  10. Email a customer when their device(s) is/are ready for pickup.
  11. Set up a time for them to pick up a device or drop the device off when it is done, depending on the device and customer. Every case will be different.
  12. Ensure the device is working properly with the customer before handing it over, have customer sign form noting their confirmation that the problem has been corrected.
  13. Once the device is no longer in the hands of 24PinTech, notify the manager that the work order is completed. One week after the the device has left 24PinTech, a follow-up email (see Email Templates) needs to be sent. Complete the work order closing procedure in the next section.

Work Order Closing Procedure

This procedure is to be used following the completion of the work order.

  1. After the customer has picked up their device, immediately send a Customer Satisfaction Survey (see Email Templates) to the customer.
  2. Once that has been sent, update your work order.
  3. Close the work order in Spiceworks.
  4. Turn in your work order checklist.

Arcade Desk Clerk Dropoff and Pickup

This is to be used when the clerk working the desk is doing the drop off and pickup

  1. If the Tech assigned to the workorder is unable to facilitate the drop-off/pick-up they inform the clerk on duty regarding the issue. Upon completion the clerk will inform the tech.
  2. If it is a customer that has not contacted 24Pin and put in a workorder, the clerk will work with the customer to briefly troubleshoot the device and help them put in the workorder and fill out the waiver form. No devices are accepted with out a workorder request and waiver form completed!!! Clerk will then inform the operations manager who will then assign the workorder to a tech. The Tech will then collect all equipment from the clerk and store it in their designated area.
  3. If a customer comes by to check on the progress of an order clerk will check on SpiceWorks Progress Sheet to report on progress. Clerk will also give out technician email and ask the customer to contact the tech using email. If the customer has a complaint clerk will elevate the issue to the Operations Manager or Mr. Chamberlain depending on who is availalbe.
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