1. Prepare a Script for taking a call See the 9 steps in the link below on the Typical Incident Process. You also should use your Service Desk Concepts book to prepare a level one call and information on telephone skills. Typical Incident Process 1. Put together a script to help guide you as you take the call. This is to be a Word file. The appropriate length will be about a page and a half. 2. You are to OWN the problem so everything that you complete will include your name. 3. The script should include the steps from taking the call and greeting the customer, gathering the information and logging the incident to closing the call, making sure it has been resolved to the customers satisfaction and asking the customer to complete a survey. 4. Leave blanks for the customer information so it can be used for many calls.