What to do during downtime time:

 Please use this as a guide on what you will be doing during your downtime. Before any of these steps are attempted, you should be in the available status in the phone queue, waiting for calls to come in during any and all downtime.

Request Team

Support Technician I, Support Technician II

-        During downtime, please review any of your currently assigned tickets to see if any are pending scheduling. If you find some that need scheduling, move forward with scheduling for your next availability.

-        Review the Request board. If there are tickets that do not require end user interaction (such as new user creation, permission for file access, changes to distribution lists, etc.), begin to work on the ticket.

-        Attend Udemy training or PII Protect training if there are any that are assigned to you (please check with your Manager for other training that will be suitable for you).

*NOTE: “Does not require end user interaction” also means you can stop at any time and continue at a different time.

Incident Team

Support Engineer II, Support Engineer II - Lead, Support Engineer III, Support Engineer III Lead

-        During downtime, please review any of your currently assigned tickets to see if any are pending scheduling. If you find some that need scheduling, move forward with your next availability.

-        Follow up on any tickets you may have assigned to you pending confirmation from the client for ticket closure by call and email. This will be considered a contact attempt. If there is no answer from the client by the end of your day, follow up the following day by another call and email. (3 contact attempt process)

-        You may also use your downtime to review any upcoming scheduled tickets for the day to prepare for your scheduled appointments with the clients.

-        Attend Udemy training or PII Protect training if there are any that are assigned to you (please check with your Manager for other training that will be suitable for you).

-        Check with the Lead and see if there are tickets that can be reassigned to you.