📞 Answering the Phone
The Script
"Tech Support, this is [your name]. How can I help you?"
When You Need to Transfer or Ask
"Let me check with my supervisor on that. Can I get your name and number, and I'll call you back in [timeframe]?"
📝 Writing a Good Ticket
1
Who — Name, room number, department
2
What device — Computer name, model, asset tag
3
What happened — Exact error message, what they were doing
4
What you tried — Restart? Reinstall? Checked cables?
5
Status — Resolved? Escalated? Waiting on parts?
6
Follow-up — Did you tell them next steps?
🗣 Scenarios: Bad vs. Good
A teacher calls because their projector won't display anything.
✗ Don't Say
"Uh, have you tried turning it on? Sometimes it just doesn't work."
✓ Say This
"Thanks for letting me know. Can you tell me what you see on the screen? Is it completely dark, or do you see a message?"
Someone can't log into their email.
✗ Don't Say
"That's weird. Let me check your account. Hmm, I don't know what's wrong."
✓ Say This
"No problem, I can help with that. Is it giving you a specific error message when you try to log in?"
You don't know the answer.
✗ Don't Say
"I'm just an intern, I can't help you with that."
✓ Say This
"I want to make sure we get this right. Let me check with my supervisor and I'll get back to you."
The issue is fixed and you're closing out.
✗ Don't Say
"OK, it's working now. Bye."
✓ Say This
"OK, I've got it working. Just so you know, a restart fixed the issue — if it happens again, try that first and let us know. Anything else I can help with?"
🚩 When to Get Marcus (Right Now)
!
Multiple people / entire building down — This is a P1 emergency
!
Data loss or security concern — Someone says files are missing or suspicious
!
Customer is angry or frustrated — Not your job to de-escalate alone
!
Any system you haven't used before — Don't touch it until you've been shown