Hardware Dispatch Process

Question 1

Handles break/fix issues involving only HP hardware

Answer 1

Field Services

Question 2

Handles only GMOL incidents

Answer 2

Field Services

Question 3

Handles only US based tickets

Answer 3

Field Services

Question 4

Also known as VMC support desk

Answer 4

Field Services

Question 5

One of four processes that involves warm transferring a user to another desk after dispatching a ticket

Answer 5

Dell Dispatch Process

Question 6

Only used if user is calling from a GM Manufacturing & Labor (M&L) site

Answer 6

Dell Dispatch Process

Question 7

Differences with GMOL Hardware Dispatch Process for DEll

Answer 7

Serial Number is known as Service Tag Number
Dell Operator may ask for an Express Service Code (found on the back of a PC).
Cannot be dispatched if Out of Warranty.
Serial Number is known as Service Tag Number

Question 8

Valid only for GM-issued printers and not for personal printers

Answer 8

Printer Hardware

Question 9

Location and type are deciding factors when dispatching

Answer 9

Printer Hardware

Question 10

DO NOT dispatch a printer hardware ticket without the following

Answer 10

Make/Model
Exact location of the printer
Print Queue and/or IP address
Barcode and Serial Number

Question 11

Toner cartridges and/or paper refills are NOT Supported

Answer 11

Printer Hardware

Question 12

To be used with HP Printers only

Answer 12

GMOL Printer Hardware Dispatch

Question 13

Applies only to non-M&L GM sites such as the Warren Tech Center and Renaissance Center.

Answer 13

GMOL Printer Hardware Dispatch

Question 14

Agents must use the Printer Hardware MCD template

Answer 14

GMOL Printer Hardware Dispatch

Question 15

One of four processes that involves warm transferring a user to another desk after dispatching a ticket

Answer 15

IKON/Ricoh Printer Dispatch Process

Question 16

3 most important pieces of information to document for Ikon Ricoh printer

Answer 16

IKON ID number
Make/Model of Printer
Location of printer
IKON ID number, make/model printer, location of printer

Question 17

Agents must attempt to warm transfer to IKON on every call.

Exception: Onstar Advisors & Onstar Business Users.

Answer 17

IKON/Ricoh Printer Dispatch Process

Question 18

To be used for users from CC&A/PDC locations only

Answer 18

Aftermarket hardware

Question 19

Covers any non-GMOL hardware
Barcode Scanners
PCs
Mainframe Terminals
Printers, etc.

Answer 19

Aftermarket hardware

Question 20

Dispatching using either the General MCD Template or Hardware Dispatch Template, depending on the issue

Answer 20

Aftermarket Hardware

Question 21

Only to be used for VSSM Mobile users

Answer 21

Mobile User Dispatch Process

Question 22

This process is only valid for laptop issues

Answer 22

Mobile User Dispatch Process

Question 23

Mobile User printer hardware issues are handled

Answer 23

Mobile User Dispatch Process

Question 24

Mobile User printer software issues are handled by RDM

Answer 24

Mobile User Dispatch Process

Question 25

Must be done for any password syncing, PC re-imaging or hardware issues

Answer 25

Mobile User Dispatch Process

Question 26

The entire process must be followed in its entirety to ensure the quickest turnaround.

Answer 26

Mobile User Dispatch Process