After the technician or the information technology support specialist from IT Support Portland begins lugging the incident, he will screen the incident. When the individual or the health professional screens an incident, they will ask a series of questions about the problem or the issue that is being reported. The key to success in this area is to have an effective questioning technique and active listening techniques. This can be very helpful because you know what question and at the same time you will also know the situation experienced by the customer or the client. For the information technology support specialist, the importance of screening an incident or a problem means that support must determine its actual symptoms. Based on these symptoms, and information technology support specialist or the help thus professional will be able to determine what is the problem and how can they help the customer or the client. If they can address this problem, then they do not need to transfer it to a higher-level tier with IT Support Portland. However, if the problem is complicated and requires in-depth knowledge of information technology, the information technology support specialist or this professional’s help will then transfer it to someone more knowledgeable and experienced in information technology.
Once the problem has been screened, the information technology support specialist or the professional from IT Support Portland handling the problem should prioritize the incident. The thing is, not all problems are extremely important and need immediate attention. This means that some problems do not require urgent action, and so some require it. The information technology support specialist or the helpdesk professional will then prioritize which incidents require immediate attention and are considered urgent. Some organizations use a ticketing system that has the ability to assign and prioritize an incident based on its symptoms and urgency with IT Support Portland. However, information technology support specialists can provide information and indicate if the problem is urgent and must be taken care of at the emergent time possible. They usually define these problems as low, medium, and high priority problems. If the problem is of high priority, the problem is affecting a significant number of customers or clients, or they are affecting mission-critical services or functions of a company or organization. This means that these functions or services are integral to the core performance of a business or company.
For example, the business or organization is selling products or providing services online. This means that the mission-critical functions of the death company include their website or their information technology system or infrastructure with IT Support Portland. This includes the company’s website server, access to the database that is the backend, and other related services with regards to the website application or their connectivity on the internet.
Another way to define the priority of an information technology support specialist like IT Support Portland is called medium priority incidents. The problem that is the medium priority is affecting a single-user in performing a mission-critical function service of a company or business. This means that you as an individual is doing operations that are essential in a company, and your computer or the infrastructure that you used is broken, so you cannot do what you’re supposed to do, and it is affecting the productivity of the business because you are performing a critical operation.
To summarize, the difference between a high priority incident and a medium priority is how it is affecting an organization or a business, according to IT Support Portland. For example, medium priority incidents only degrade the performance of a business or company because they are only affecting a single user who is performing a core function in the company. However, a high-priority incident halts the problem or the operation of the company and completely affects the whole operations of a business or an organization. The last classification of an incident is called low priority. A low priority incident indicates that the issue being experienced is only affecting a single user, and it only degrades the performance of that single user. A low priority incident does not stop a user from performing their job but only slows them down without IT Support Portland.
Once the incident that is reported is prioritized or categorized in terms of how immediate it is, the incident must now be assigned to its respective information technology support specialist or the helpdesk professional. Commonly, if the information technology support specialist who received the call can resolve the issue at the same time, it will not be assigned to other health professionals. However, suppose the incident requires a higher level of knowledge and experience to be resolved. In that case, it will be assigned to a different information technology support specialist depending on what type of problem they are encountering. This indicates that the issue or problem is being escalated to a higher-level technician who has specialized knowledge and experience about the problem. That is why it is important for the ones who are receiving the calls to be able to classify what type of problem they are encountering, according to IT Support Portland.
The next process is escalating an incident. Suppose you have assigned the problem to a certain information technology support specialist, and you cannot resolve the problem with your experience and knowledge. In that case, you will now transfer the problem to another technician with a piece of higher-level knowledge and experience. There are two reasons why information technology support specialists will escalate an incident first if you must have run out of ideas on resolving the problem you have encountered. Another is that you do not have the adequate privilege to resolve this problem. Aside from being more experienced and knowledgeable in different areas of information technology, when you are a help desk professional assigned as a higher-level tier, you have plenty of privileges compared to other professionals, especially those who are receiving calls like IT Support Portland.
