2  Call Handling

2.1  The Service Provider shall provide Helpdesk facilities for10 [all ICT related User calls] as follows:

(a)  all Agents must have passed the required training prior to commencing work on the Helpdesk and must receive and pass refresher training all as set out in the 11Operating Procedures;

(b)  Agents shall comply with the agreed call answering scripts12 set out in the Operating Procedures when communicating with Users;

(c)  if any request for support necessitates the validation of the User's identity, the Service Provider shall do this in accordance with the authentication mechanism specified by the Authority from time to time;

(d)  requests for support can be received from Users by telephone, e-mail, voicemail or  fax;

(e)  only the calls received via telephone are subject to the Service Level for Call Answer Time but the Service Provider shall its use best endeavours to respond to all requests for support made via e-mail or fax by [the next Working Day];

(f)  unless agreed otherwise, each request for support shall receive a unique reference number (a Ticket number), sufficient to allow:-

(i)  the call to be tracked from logging to closure;

(ii)  performance against Service Levels to be measured; and

(iii)  trends to be analysed for indications for process improvements and to allow the delivery of recommendations for training;

(g)  for all calls the Ticket number shall be provided to the User either at the time the call is made or returned to the User using telephone or e-mail if the call was placed via e-mail, voicemail or fax; and

(h)  the closure of Tickets shall be notified by the Service Provider to Users via the approved call closure tool.  

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10 This sample is based on the Service Provider being the first point of contact for all Users for all ICT related issues.  The Helpdesk may be able to resolve the issue without additional technical input or intervention or may need to pass the issue to a technical expert in a "Resolver Group" for remote assistance or, where the issue falls within the scope of the Service Providers Deskside Support Services and cannot be addressed remotely, the Helpdesk will pass the issue to the Service Provider's DSS team.

11  It is typical for the detailed policies and procedures relating to the operation of the Helpdesk, including requirements relating to Agent's skills and training, to be set out in an Operating Procedures Manual.    

12  It is typical for pre-agreed scripts to be used by call agents e.g. covering greeting style, seeking confirmation of the callers identify and explaining the role of the Helpdesk.