Our IT Helpdesk SLA Metrics for this week:
1h 9m 11s
3m 30s
SKYTEK is partnered with the leading vendors in the industry:
Next, I’d like you to review our inbound call script. Please be sure to cover the green text when speaking to a client, and ALWAYS ask the client to close confidential information before starting a remote session. This part of the script is highlighted in red.
This part will cover the “Solutions” build into our Service Desk, which is our main knowledgebase, and the quickest way to find information you may need while working tickets. While this isn’t covered in the video, please note that search engines, AIs, and the Teams search bar are also very useful knowledge bases to turn to if your primary options don’t have what you need.
This document will provide further instructions on using specific applications, our clients and their specific needs, as well as common issues we see at the desk.
Now that we have covered the basics in the Day 1 Training document, we will be looking at some of the more specific tools we have at our disposal.
To start, please watch the video linked above on Kaseya/VSA. Make sure to complete the question at the end of the video.
