ICAICT202A Task Help Desk call transcript
Scenario
Gyngell IT is a medium-sized company that specialises in distribution of
multimedia products. Gyngell prides itself on excellent customer service
that has been built up over a number of years. Everyone works towards a
high standard when they are dealing with clients and there are procedures
and processes that must be followed.
We have a great staff from many cultural backgrounds. They have loads of
valuable experience that we draw on to solve problems.
You are working on the Help Desk at Gyngell so you have a key role in
communicating with clients. You’re required to record details of client
requests on the database, pass the requests on if necessary, record follow up
details and provide progress reports.
Transcript of help desk call
HD: Help Desk. How can I help you?
Client: This is George Castellaro from Sales. My computer isn't
working.
HD: What's on the screen now?
Client: A grey box telling me that it won't work.
HD: What does the box say?
Client: I'll read it out to you. 'Pegasus Mail cannot connect to the
host you have specified. Make sure that your TCP/IP network
driver is properly installed and configured, and that you have
entered the correct host details in your Network
Configuration Dialog. You should also confirm with the
manager of the host machine that it is actually running a
server for the protocol you were trying to use (POP3 if
receiving mail or SMTP if sending it).'
Do I have to keep reading out this message? Does it make
more sense to you than to me?
ICAICT202A Task Help Desk call transcript 1
HD: No, that's fine. I get the idea. What were you doing when this
message appeared?
Client: I was trying to send an email to one of our clients telling
them about the new software that we are selling now.
HD: The message should give you a button to press to go on. Is
there one that you can press? Is there an OK button?
Client: Yes.
HD: Click that.
Client: OK
HD: What happened?
Client: The message went away.
HD: OK, so now try to send your email again. What happens?
Client: The message comes back. OK is still the only button that I
can click.
HD: Sometimes when we get that message, it means that we are
not connected to our Internet Service Provider, so we can't
send email.
Client: I really need to send this one today, because this customer is
keen to start using this new software this week.
HD: Yeah, I know. It's really frustrating. I’ll give this a high
priority. I'll log your call and someone will get back to you
when it is fixed.
Client: How long will that take?
HD: We’ll try to resolve it within 2 hours. It's nearly 1 o'clock
now, so hopefully we can fix it by 3 this afternoon. (pause)
Perhaps you could fax your client if you can't wait that long.
Client: No, I'll wait. If I don't hear from Help Desk by 3 then I'll fax.
HD: OK but you will hear by 3 even if it’s to say that we are still
working on it. The number of your call is 042865. You'll
need this number when the technician calls.
Client: Hold on I'll get a pen. Can you repeat that number?
HD: Sure. It's 042865.
Client: Thank you.
HD: Bye.
2 ICAICT202A Task Help Desk call transcript
ICAICT202A Task Help Desk call transcript
1. Complete a call log entry for the Help Desk database to record
details of the call from the client.
2. List any other action you will take in relation to this call:
Contact ISP and get them to re-establish the operation of the email server
Wait for the connection to be restored
ICAICT202A Task Help Desk call transcript 3
Recipt No: 042865 HELP DESK LOG FORM
Client Details
Name George Castellaro
Phone 9675 1234
Machine No PC 23
Building J Block
Street Address Main Street Blacktown
Department
Use
Date 2/8/11
Time 13:00
Officer Name Stanley
Date Completed 2/8/11
Time Completed 15:00
Problem Description
Client could not send email
Screen display 'Pegasus Mail cannot connect to the host you have specified. Make sure that your TCP/IP
network driver is properly installed and configured, and that you have entered the correct host details in
your Network Configuration Dialog. You should also confirm with the manager of the host machine that it
is actually running a server for the protocol you were trying to use (POP3 if receiving mail or SMTP if
sending it).
Response Click “OK”
Response: Message disappears
Indications Summary: No internet
Problem Solution
Problem of no internet connection referred to ISP TESCOM
Priority: High
Internet restored at 1400 Hours
Client follow-up: George Castellaro was able to send his email at 14:01
4 ICAICT202A Task Help Desk call transcript
ICAICT202A Task Help Desk call transcript
Problem Escalated Yes/No Escalation Details N/A
Date Escalated N/A Dept Escalated to: N/A
Officers Name N/A Result of N/A
Escalation
ICAICT202A Task Help Desk call transcript 5