Support Department Policies

Mandatory Overtime is necessary at times to meet the needs of our customers.

• When closing for the day, if the queue is not zero all techs will be required to work overtime the next day.
• All techs come in 30min early and stays 1 hour late.
• Late tech comes in 1hr 30min early.

Before logging out of a customers desktop, be sure to:

• Close all windows that were opened by you.
• Remove all files that were added to the desktop by you.
• Ensure that the Tech Utility is deleted.

When transferring tickets to other departments, close the Support Ticket and open a new ticket in the new department.

• Create the new ticket for the other department (i.e., Start-up, IMP, Dev, etc)
• Enter the new ticket number into the notes of the Support Ticket and note that you are transferring the ticket to the other department.
• Complete and Close the Support Ticket
  • Note: Be certain that the ticket should be transferred. If not sure, ask the Support Manager.