Knowing when and how to refer problems prevents you from spending excessive time on issues beyond your expertise. By learning to refer problems, you can ensure a faster resolution for clients and maintain a high level of service quality.
By the end of this topic, you will master the art of referring problems when necessary. This skill is vital in ensuring that you resolve issues efficiently and effectively. Here, you will understand why this step is crucial. You will also learn how it can enhance your performance in providing top-notch client-based ICT support.
The benefit of this step is twofold:
- You avoid potential pitfalls by not attempting to solve complex problems beyond your scope.
- You show clients that you address their concerns promptly and correctly.
In this topic, you will learn to:
- investigate client problems
- refer problems to third-parties
- provide third-party with required information
- document third-party advice and support.
Let us begin.
In this sub-topic, you will delve into the importance of investigating client problems according to organisational procedures. You will learn how to use inclusive questioning techniques to effectively investigate client problems, gather necessary information, and communicate precise advice to third parties for resolving issues efficiently.
Following organisational procedures when investigating problems will ensure that you approach issues systematically and methodically. This structured approach is essential in identifying:
- root causes
- potential solutions to complex ICT problems.
Investigating also helps in maintaining consistency and adherence to your organisation's standards. This could involve doing the following:
- Review the client's problem, as well as the problem resolution advice and support you initially provided.
- Determine if referring to third parties is needed when the issue remains unresolved or exceeds your expertise.
- Check if the problem involves third-party systems or falls under existing contractual agreements.
- Consult with your IT or service management team to determine if third-party involvement is needed.
Contacting the client
Before contacting the client, one must begin with a clear understanding of the client's issue. This involves noting down symptoms, error messages, and any steps the client has already taken to resolve the problem.
During consultation with the client, it is important to:
- listen to the client’s issue carefully
- use inclusive questioning techniques to collect essential information such as contact details, device specifications, software versions, and a detailed description of the problem
- record the client's details, including contact information, device specifications, software versions, and network configuration.
Investigating client problems through direct contact is vital for accurate problem identification, personalised service, efficient troubleshooting, enhanced communication, comprehensive documentation, and proactive problem prevention. This approach ensures that issues are resolved effectively and that clients are satisfied with the service provided.
Anatomy of a contact
Understanding the anatomy of a contact is crucial for a service desk technician for several reasons. This knowledge helps in efficiently handling customer interactions, ensuring a high level of service, and maintaining customer satisfaction.
The following video outlines the importance of greeting and validating a customer upon initial contact. It also demonstrates examples of how to properly greet and validate contacts. When watching the video, pay attention to the techniques and processes used for successful customer interaction.
Using inclusive questioning techniques
Inclusive questioning ensures that all clients, regardless of their technical knowledge or communication abilities, can effectively convey their issues and understand the provided solutions. Let us now explore some of these questioning techniques.
Close-ended questions
Close-ended questions should be used when investigating client problems to gather specific, concise information quickly. These questions are useful for:
- verifying details such as device model, error codes, or version numbers
- determining if specific issues occur, e.g., "Does your computer crash when you open a particular application?"
- narrowing down potential causes, e.g., "Is your internet connection working on other devices?"
- ensuring that all necessary steps have been covered, e.g., "Have you tried restarting your device?".
Using close-ended questions helps streamline the troubleshooting process by focusing on precise details.
The following video demonstrates how to use close-ended questioning to obtain information during a customer contact. When watching the video, pay attention to the use of specific verbs and various scenarios when close-ended questions can be used to keep the conversation with the client on point.
Open-ended questions
One should use open-ended questions to encourage detailed responses. For example, ‘Can you describe what happens when you try to open the application?’ This allows clients to provide more context and detail.
The following video demonstrates how to use open-ended questioning to obtain detailed information during customer contact. When watching the video, pay attention to the open-ended question starters and various scenarios when they are used.
Probing questions
Probing questions should be used when investigating client problems to uncover deeper insights and gain a more comprehensive understanding of the issue. These questions are useful for:
- delving into specific aspects of the problem, e.g., "Can you describe what happens just before the error occurs?"
- seeking clarification on vague or incomplete answers, e.g., "What do you mean by 'the system slows down'?"
- grasping the broader context, e.g., "What were you doing when the problem first started?"
- recognising recurring issues, e.g., "How often does this problem occur?".
Probing questions help ensure that the technician fully understands the problem's scope and nuances, leading to more effective solutions.
The following video demonstrates how to use probing questions. When watching the video, pay attention to the probing question starters and various scenarios of when they should be used.
Confirming questions
Confirming questions should be used when investigating client problems to verify understanding and ensure accuracy of the information gathered. These questions are useful for:
- Ensuring previously collected information is correct, e.g., "So, the error message appears every time you start the application, correct?"
- Confirming mutual understanding of the issue, e.g., "Just to confirm, you have already tried rebooting your router, right?"
- Double-checking steps taken, e.g., "Can we agree that the problem persists even after updating the software?"
Using confirming questions helps avoid misunderstandings and ensures that both the client and technician are on the same page.
The following video demonstrates how to use confirming questions. When watching the video, pay attention to starters for these questions and various scenarios of when they should be used.
In this sub-topic, you will explore the importance of referring problems to third-party service providers, adhering to organisational procedures. This skill is integral to the broader practice of referring issues when necessary. By understanding this sub-topic, you will gain the knowledge needed to make informed decisions about when and how to direct problems to the appropriate parties, ensuring a streamlined and effective problem-solving process.
Who are third-party service providers?
In this context, third parties refer to external entities or individuals who are not part of your organisation. However, they have the expertise or resources to assist in problem resolution. Third parties can include:
- External IT service providers: These are organisations or service providers that offer specialised IT services, such as software development and network support.
- Hardware or software vendors: These are the companies that manufacture the hardware or software your organisation uses. If you encounter a problem related to their products, referring it to the vendor's technical support is often necessary.
- Consultants or specialists: These are individuals or firms with in-depth knowledge and experience in specific areas of IT. They can provide expert advice and solutions for complex issues.
- Government agencies: In some cases, regulatory or compliance-related problems may need to be referred to government agencies. These agencies are responsible for overseeing specific industry standards or data protection regulations.
- Industry associations: These organisations may provide guidelines or resources for addressing industry-specific issues.
Referring problems to third-parties
Referring problems to third parties while following organisational procedures is equally important. It allows you to tap into external expertise when the situation requires it. This prevents potential complications that may arise from attempting to resolve problems beyond your scope. This also ensures that issues are handled by those with the specialised knowledge and resources to address them effectively.
By improving your skills in referring problems, you boost end-user satisfaction. At the same time, you can maintain a smooth workflow as needed.
Key considerations
Before referring problems, you must determine if the issue falls within your organisation's capabilities to resolve. Typical problems you should investigate before making a referral include:
- Hardware malfunctions: These typically happen when a computer or peripheral device, such as a printer, is not functioning correctly. Investigate to identify if it is a minor issue (e.g. a loose cable) that can be resolved in-house.
- Software errors: These are problems with software applications, like crashes, error messages or compatibility issues. Investigate to determine if it is a configuration issue that can be fixed internally.
- Network connectivity issues: These are issues where users experience slow or no internet access. It might be a local network problem that can be resolved within your organisation.
- Access and permissions: Users may have trouble accessing specific files, folders or applications. Investigate if it is a permissions issue that can be managed within your organisation's systems.
On the other hand, some problems are better handled by third parties with specialised expertise or resources. You typically need to refer problems to third parties when the issue surpasses the capabilities or expertise available within your organisation.
Examples of problems that are referred to third parties include:
| Complex software development | Your organisation may require custom software development. In this case, it is often more efficient to engage a software development company or a freelance developer with the necessary skills. |
|---|---|
| Vendor issues | Instances arise when issues are referred to hardware and software vendors. This especially applies if the issue requires expertise on that specific product or if the issue is with the product itself. |
| Advanced security breaches | In cases of cyberattacks or major security breaches, you may need to engage a cybersecurity firm. They can help investigate and mitigate the threat. |
| Regulatory compliance | There could be cases where legal or industry-specific regulations are involved. As such, it may be necessary to refer problems related to compliance to legal counsel or regulatory authorities. |
| Resource limitations | Your organisation may lack the necessary resources (e.g. time, personnel or equipment) to address a problem effectively. In these cases, it may be wise to refer the issue to external parties who can allocate the required resources. |
Following organisational procedures
Remember that when investigating and referring problems, you must follow organisational procedures.
Several of these procedures come into play when investigating and referring problems to third parties. Note that these procedures could vary depending on your organisation. However, some examples of such organisational procedures include:
Expand the following organisational procedures to learn more about what it includes.
These define how and when to contact specific vendors or service providers for hardware or software support. For instance, a critical hardware component fails. Your organisation may have a preferred list of authorised service providers to engage.
These procedures detail the process for escalating a problem to a higher support level. It could be within your organisation or to a third-party service provider. For example, consider a scenario where the in-house support team cannot resolve a complex software issue. As such, you may escalate it to the software vendor's advanced support team.
These procedures dictate how to handle issues related to legal or compliance matters; for example, if a client's data is compromised, there may be procedures to follow that involve contacting legal counsel and regulatory authorities.
These procedures outline the steps to take when an issue falls under a service level agreement (SLA) with a third-party provider. These procedures may include specific response times and resolution targets.
The problem referral process
To refer problems to third parties, make sure to do so according to your organisation's procedures. However, you may also consider the following steps:
- Understand your organisation's procedures for referring problems to ensure that you follow the right processes when investigating and referring problems.
- Gather all necessary information about the problem. This includes its nature, impact and any details required for a third party to comprehensively assess it. Also, if applicable, include any initial advice or support provided to the client.
- Initiate the referral to the appropriate third party following organisational procedures. This may involve contacting them directly. You might also need to use specified channels designated by your organisation.
- Maintain a record of the referral and keep tabs on its progress. Ensure that the third party receives the necessary information and is actively working to resolve the problem.
- Keep the client informed about the referral and the expected timeline for resolution. Ensure they understand that the issue is being handled by a third party and the steps that have been taken.
Referring problems to third parties ensures that the following are addressed:
- Issues beyond your expertise.
- Issues involving third-party systems.
The following video discusses the reasons for following escalation procedures. Pay attention to the specific situations or circumstances that would result in escalating client problems.
In this sub-topic, you will learn about the critical aspects of providing third parties with client details and problem details as required. In the context, as required means providing the client and problem details to a third party in the manner and to the extent that is needed by the third party for effective problem resolution. It implies that the specific information shared should align with the needs and expectations of the third party. Doing so ensures a targeted and efficient approach to addressing the issue.
The level and nature of the required details can vary depending on the complexity and nature of the problem. This could also vary depending on the specific procedures and preferences of your organisation and the third party service provider involved.
Providing the third party with client and problem details as required is essential. It is important for the following reasons:
- It makes problem resolution seamless.
- It aligns with the broader goal of efficiently referring issues for external assistance.
By understanding this significance, you ensure that client issues are comprehensively addressed. This ultimately enhances the overall support process.
Providing client details
Client details refer to specific information about the client experiencing the ICT problem. These details are essential for effective communication and coordination with third-party providers. Client details typically include:
- the client's identity
- contact information
- any relevant organisational identifiers.
When sharing client details with a third party, you would typically provide information such as the client's:
- full name
- email address or phone number
- organisational ID or account number, if applicable
- department or role within the organisation
- preferred method of communication.
For example, an employee, Jane Smith, is experiencing an ICT issue. You would provide the following to the third party to establish clear communication and reference:
- Jane’s name
- Work email
- Department information
Ensure you have explicit client consent before sharing any personal or sensitive information. This can be done in writing (e.g. emails, online portals) or verbally. Remember to take note of the date, time and method used to obtain consent. This documentation serves as evidence that the client agreed to share their information.
Providing problem details
Problem details refer to specific information about the ICT issue that requires resolution. These details are crucial for the third party to understand the nature and scope of the problem. Problem details typically encompass the following:
- A description of the issue.
- The issue's impact on operations.
- Any initial steps taken for resolution.
When sharing problem details with a third party, you would typically provide information, such as:
- a detailed description of the problem, including symptoms and error messages
- the impact of the problem on organisational operations, including downtime or disruptions
- any initial troubleshooting or problem resolution steps taken
- relevant system or software information related to the issue.
For example, if the problem is a network outage affecting multiple users, you would typically do the following:
- Describe the outage's symptoms.
- Mention the impact on productivity.
- Outline any initial attempts to resolve it.
- Provide relevant network configuration details to assist the third party in diagnosing the issue.
The processes for providing details to third-parties
To provide the third party with client and problem details as required, follow these steps:
Familiarise yourself with your organisation's procedures. There may be ones specific for sharing client and problem details with third parties.
Ensure you have explicit client consent before sharing any personal or sensitive information. This can be done through the following ways:
This could include the client's name, contact information and any unique identifiers. Also, identify the problem-specific information needed by the third party to assess and resolve the issue.
Organise and format the client and problem details according to the specifications provided by the third party. For problem details, these might include error messages and any relevant context.
This must be done securely and in compliance with data protection regulations. Use secure channels or methods designated by your organisation. Also, share the problem-specific information securely and in accordance with your organisation's protocols.
Maintain records of the client and problem details provided to the third party. This is for transparency and accountability purposes. This information could include the date, time and communication channels used.
Escalation steps
The following video discusses and demonstrates how an escalation process is conducted from both the client end and the third-party end and what information needs to be documented. Pay attention to the types of customer information that must be documented as part of this process, as well as the essential problem details.
Document the advice and support provided by third parties according to organisational procedures. This process holds significant importance in your role for the following reasons:
- It ensures transparency and accountability. By recording information, you create a clear and reliable track taken in the resolution process. This allows your organisation to maintain a comprehensive record of the help provided. Such records can be critical for auditing and quality control.
- Accurate documentation enhances the quality of the support you offer to clients. By preserving the advice and support provided by third parties, you create a valuable resource for future reference. This documentation can serve as a knowledge repository. It will enable you and your colleagues to access and leverage the expertise of third parties in addressing similar issues in the future. It contributes to the ongoing improvement of client-based ICT support within your organisation.
When you refer a problem to a third party, you initiate a collaboration that involves a transfer of knowledge and expertise. Documenting the advice and support provided by third parties becomes an integral part of this effort. It ensures that the insights, solutions and actions taken by the third party are accurately captured. This allows you to seamlessly integrate this information into your support process.
Advice provided by third-party
Advice provided by third party typically refers to the following, which is provided by external entities:
- Recommendations
- Guidance
- Expert insights
Their advice can be crucial in addressing complex ICT issues.
Examples of advice
Examples of advice provided by third parties include the following.
Configuration recommendations: Third parties might advise on the optimal configuration of hardware or software. For instance, they can recommend specific settings for network routers to enhance performance.
- Security guidelines: External cybersecurity experts may offer advice on improving an organisation's security posture. This advice could include guidance on firewall settings or data encryption protocols. Note that security posture refers to the overall security condition or status of an organisation's information technology infrastructure. It includes policies, practices and measures to safeguard digital assets and data from threats and vulnerabilities.
- Software customisation: For instance, consider a scenario where a specific software application requires customisation. This customisation is done to align with an organisation's unique needs. As such, third parties may provide detailed advice on how to make these adjustments.
- Optimising workflow: Third parties can suggest workflow optimisations to improve efficiency. Examples of such optimisations include:
- Recognising the layout of workstations to improve efficiency.
- Implementing automation tools and software to streamline repetitive tasks.
- Redistributing tasks among team members based on individual strengths to enhance productivity.
Types of support provided by third-party
Support provided by third party entails hands-on assistance, troubleshooting and practical help. These are provided to address ICT challenges. This support can be instrumental in resolving complex problems. Examples of support provided by third parties include:
- Technical troubleshooting: Third parties may actively engage in diagnosing and resolving technical issues. For instance, they can troubleshoot network connectivity problems or software glitches.
- Software updates and maintenance: External software providers often offer support for updates, bug fixes and patches. They can remotely perform updates or assist organisations in doing so.
- Hardware repair: If hardware components fail, third parties might provide support in repairing or replacing them. This could include fixing malfunctioning printers or replacing damaged hard drives.
- Training and knowledge transfer: Some third parties offer training sessions. Such training is provided to enhance the in-house expertise of the organisation's staff. As such, this support can be invaluable for skill development.
Following organisational procedures
Remember that when you document the advice and support provided by third parties, you must do so according to organisational procedures. The discussion covers organisational procedures for both third-party support and third-party documentation. These procedures ensure that information is documented accurately and consistently.
Procedures for third-party support
Organisational procedures for third-party support encompass the rules and protocols set by your organisation for handling advice and support provided by third parties. They ensure that information is documented accurately and consistently.
Note that these could vary depending on your organisation. However, here are some examples of these procedures:
- Communication methods: Your organisation may specify preferred communication channels for documenting advice and support. This could involve using a dedicated email address or a particular software tool.
- Dispute resolution: These procedures are followed in case of a dispute or disagreement with a third party regarding the quality or effectiveness of their support services. They could involve an internal escalation process or engaging in formal mediation.
- Downloading information and accessing particular websites: Your organisation may specify secure methods for downloading information and accessing specific websites when seeking support from a third party. This ensures that:
- Support requests are made through secure channels
- External resources are accessed safely
This could also involve guidance on using secure download links or VPNs for accessing external resources.
- Financial control mechanisms: Your organisation may have specific procedures for managing the financial aspects of third-party support. These could include the following:
- Budgeting
- Expense approval
- Tracking external vendor expenses
Procedures for Third-Party Documentation
On the other hand, organisational procedures for third-party documentation encompass the rules and protocols set by your organisation for documenting advice and support provided by third parties. They ensure that such information is captured accurately and consistently.
Again, note that there could be some variations on these procedures depending on your organisation. Below are some examples of these procedures:
- Document procedures and templates: Organisational procedures may prescribe standardised templates or formats for documenting third-party interactions. These templates ensure that essential information is captured uniformly.
- Virus risk: Your organisation might have procedures related to virus scanning and risk mitigation. This could include instructions on scanning and verifying documents received from external sources. This is done to prevent security breaches.
- Content of emails: Specific guidelines may outline what information must be included in emails documenting third-party advice or support. This may involve client details, problem descriptions and recommended solutions.
- Opening mail with attachments: There may be guidelines on how to handle and document attachments received from third parties. This ensures that they are opened and stored securely.
Steps for documenting third-party advice and support
When documenting both advice and support provided by a third party, do so according to your organisation's procedures. Doing so ensures transparency and keeps a comprehensive history of problem-resolution efforts. You may also consider these steps for reference:
- Review organisational procedures. Familiarise yourself with your organisation's procedures for documenting both advice and support. For both advice and support documentation, the format, content and storage requirements must be considered.
- Document advice and support. Document the advice and support provided by the third party in a clear and structured manner. Include the following in your documentation:
- Date and time of each interaction
- Name of the third party
- Any reference numbers of identifiers
- Verify accuracy and effectiveness. Ensure that the recorded advice and support are accurate and effective in addressing the client's issue.
- Secure storage. Save the combined documentation securely, following your organisation's data security protocols.
- Ensure accessibility. Ensure that the documented advice and support are accessible to authorised personnel who may need them for reference. Remember that documenting the advice and support provided by third parties is essential for:
- Recording client ICT problems accurately
- Maintaining records of client support activities
How did you go?
Congratulations on completing the topic Refer problems where required.
In this topic, you learnt about:
- Investigate client problems
- Refer problems to third-parties
- Provide third-party with required information
- Document third-party advice and support
Key points to remember
- Third parties refer to external entities or individuals who are not part of your organisation. However, they have the expertise or resources to assist in problem resolution.
- You must provide the third party with client and problem details as required. This means you must provide these details in the manner and to the extent that is needed by the third party for effective problem resolution.
- Client details refer to specific information about the client experiencing the ICT problem. These details are essential for effective communication and coordination with third-party providers.
- Problem details refer to specific information about the ICT issue that requires resolution. These details are crucial for the third party to understand the nature and scope of the problem.
- Advice provided by third party typically refers to recommendations provided by external entities.
- Support provided by third party entails hands-on assistance, troubleshooting and practical help.
Check your learning
The final activity for this topic is a set of questions that will help you prepare for your formal assessment.
Activity 1
Complete the following three (3) activities to check your knowledge and understanding of the key concepts of this topic. You may repeat this activity as often as you like. Use the navigation at the bottom of the activity to move between the different activities.
Activity 2
Case Study
Logan encounters a scenario where a critical server issue arises. The issue occurs in the central database management system. This system houses critical member information. As such, it is integral to the fitness centre's operations, as it manages member registrations, schedules and access control.
The server problem is causing intermittent downtime. It affects member check-ins, class bookings and overall customer experience. This issue is beyond the scope of the in-house IT team's expertise. It is also causing significant disruptions to the fitness centre’s operations. This situation emphasises the urgency of resolving the issue promptly and effectively. As such, they contact the service provider responsible for the database management system's maintenance and support. To document the advice and support provided by the third-party IT consultant, Logan follows a process. By doing so, he also adheres to his organisation's procedures.
He begins by reviewing Bounce Fitness's organisational procedures for documenting advice and support. He considers the recommended format, content requirements and storage specifications. After consulting with the third-party IT consultant, Logan documents the advice and support he received. His documentation included date and time of the interaction, the consultant's name, reference numbers and identifiers provided.
Logan then carefully reviews the documented advice and support. This is to ensure their accuracy and effectiveness in addressing the server issue. He makes certain that the information is correctly captured. Following Bounce Fitness's data security protocols, Logan stores the combined documentation securely. He does this to prevent unauthorised access or data breaches. Logan also ensures that the documented advice and support are accessible to authorised personnel within the organisation. This is because they might need this information for reference or future troubleshooting.
By following these steps, Logan effectively documents the advice and support provided by the third party. He is also able to contribute to accurate record-keeping and issue resolution at Bounce Fitness.
Case study activity
Complete the following five (5) activities based on the above scenario. You may repeat this activity as often as you like. Use the navigation at the bottom of the activity to move between the different activities.
