Olympic Support Call Handling Procedure
The call handler will request for a schedule number. The handler then has all the contract information in front of them, with start and end date of the contract, systems covered including serial numbers, all specifications and components and any special instructions.
Confirmation will be required on the name and/or serial number of the system with the fault. A description of the fault will be logged and a call log reference issued.
Once the initial fault details have been recorded, the call is then placed with the allocated field engineer who will confirm the details of the fault.
The call will be technically vetted by the field engineer to ascertain the exact cause of the fault.
A Log File analysis procedure is often invoked on UNIX systems. Thorough technical vetting ensures a high first time fix rate, with over 10% of support calls are being closed at this point.
If the the field engineer is required to attend site, he will confirm his estimated time of arrival and reconfirm who he is to report to. He will also issue his mobile phone number to allow the engineer and customer to communicate en route.
The field engineer will have full details of the system, location and contacts etc. available to him on-line from a central database to ensure that the engineer has all the information available on SLA, system specification, how to find the site and that the correct parts are taken to site.
These procedures ensure the field engineer arrives on site within the agreed SLA with all the knowledge, tools and components required to fix the reported fault.
Olympic Support's spares policy guantees that an engineer will attend site fully spared-up. Our engineers will not arrive on site and then collect the parts and we do not ship a component to site for an engineer fix at at later date.
All spares are available from strategic points close to site and spares are available 24:7. The engineer will arrive on site carrying not only a replacement component, but also a complete spares kit for the particular system that has failed. Olympic Support's field experience has taught us that a single failed component can effect the function of other components within the system and that the system may be indicating that the wrong component is at fault.
