IT Service Desk Phone Etiquette Standard

This standard outlines the expected phone etiquette for all members of the IT Service Desk. These guidelines ensure consistent, professional, and service-focused interactions while allowing technicians to use natural phrasing and judgment.

Call Greeting

Every call must begin with a professional and friendly greeting that includes:

• A time-appropriate salutation (e.g., “Good morning,” “Good afternoon”)

• Identification of the IT Service Desk

• The technician’s name

• An offer of assistance

Technicians may adjust phrasing to fit their natural communication style as long as all required elements are present.

Caller Information Collection

Caller Name and Contact Details

Collect the following at the start of the call or when needed:

• Caller’s full name

• Best contact number

• Best time to reach them (if a callback may be needed)

Physical Location

Record the caller’s building and floor/office/desk location when the issue may require escalation or on-site assistance.

Asset Tag Numbers

Collect the asset tag only when the issue involves a County-issued device.

Conference Calls for Resolution

Technicians are encouraged to initiate a conference call with other support teams, vendors, or departments when it may help resolve the issue during the initial contact. This supports First Call Resolution and reduces delays, especially when:

• Another team’s input is needed

• An escalation is likely

• The issue is time-sensitive

When in doubt, err on the side of collaboration. Most support teams prefer quick joint resolution over back-and-forth escalations.

Placing Callers on Hold

If a hold is needed:

• Explain why

• Ask for permission

• Check back every 60–90 seconds

Avoid blind holds and thank the caller when you return.

Call Wrap-Up and Closing

Before ending a call, technicians should:

• Confirm the caller’s issue has been fully addressed

• Summarize next steps (if any)

Ticket Notes

All calls requiring assistance must be logged in the ITSM system and should include:

• Collected caller information (name, contact number, location, asset tag if applicable)

• A brief summary of the issue

• Troubleshooting completed during the call

• Next steps or escalations made

General Phone Conduct

• Maintain professionalism. Your tone, pacing, and clarity strongly influence the caller’s experience.

• Use plain language. Avoid acronyms or technical terms the caller may not recognize.

• Listen actively. Allow the caller to finish and paraphrase when needed to confirm understanding.

• Minimize distractions. Use a headset and work from a quiet area. Do not use speakerphone for Service Desk calls.

• Use a calm tone. A steady delivery helps de-escalate frustrated callers.

• Respect names. If unsure how to pronounce a name, politely ask for confirmation.

• Stay resolution-focused. Keep the interaction on track and guide the caller toward a solution.

Review and Accountability

Phone calls to the IT Service Desk may be recorded and audited to support quality improvement, coaching, and service consistency.

This standard applies to all calls, including after-hours and on-call support.

The Phone Etiquette Standard is reviewed annually but may be updated at any time by the Department of Information Technology Services to reflect evolving needs or best practices.