Answering the phone on an IT Service Desk

Landim01 · #1 Jun 17, 2009, 06:33 AM

Hello

I currently have a 1st line engineer who's main responsibility, on the IT Service Desk, is to answer the phone, log the details of the incident etc... however the attitude of this engineer is a cause for concern.

I'm looking for a training course that the engineer can attend which will address these isses and show them the correct procedures when answering the phone....has anyone got any ideas...?

Stratmando · Jun 17, 2009, 06:38 AM

Give him a job Mopping floors, cleaning trash cans for a week, then ask if he wouldn't mind going back to his old job(answering phones and log details).

lshadylady · Sep 4, 2009, 07:59 PM

Are his engineering skills in question? Maybe he is over qualified for a receptionist?

perdomo · Sep 17, 2009, 09:18 AM

Does he fully understand his role - that may be the only problem. Interpersonal skills workshops are located everywhere.



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