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1st line support troubleshooting algorythms software

Hi Guys,

A small IT services company is relying on the receptionist to log their calls, i.e. Reception is acting as 1st line support. The receptionists are not IT support trained so they usually just log the call as the customers would describe them resulting in unnecessary engineer callouts and other inefficient use of recourses.

Is there a 1st line support program / knowledge base that could enable the reception to do some basic trouble shooting over the phone and hence log the calls more accurately?

Thanks,

m  
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mk9
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mk9
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mk9Author Commented:
thanks for the suggestion, exceter, but i am not looking for call logging software. I need a troubleshooting "series of questions" that could better diagnosose the original problem.

something similar to what doctors in the UK use to diagnoze patients... Not sure if such software even exists, which is why i am asking.
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mk9Author Commented:
no appropriate answers
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mk9Author Commented:
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