Step 1 Call Reception and Identification Start the call by greeting the participant professionally and welcoming them to the LAN Party SMX-1 helpdesk managed by Jan, Edgar, and Allí. You must request the user identification and confirm if they are calling from the official venue at Els Costals in Castellbisbal or from an international remote location. It is important to verify that the incident occurs during the event dates of April 10, 11, and 12.
Step 2 Incident Classification and Diagnosis Ask the caller to describe the problem to identify if it is a network issue regarding the high-speed connection guaranteed by the SMX-1 team. Categorize the incident if it affects the e-sports tournaments such as League of Legends, Valorant, CS:GO, or FIFA. If the failure is related to hardware, check if the participant is located in the Retro Zone or the Free Play area. For non-technical queries, provide information about the rest zone or the catering services.
Step 3 Troubleshooting and Technical Resolution Guide the participant through a step-by-step diagnostic process to find a quick solution over the phone. If the instructions do not fix the problem, you must escalate the case to the senior organizers Jan, Edgar, or Allí for further investigation. For participants physically present at the venue, inform them that a technical member from the first-year SMX-1 class will arrive at their seat shortly to assist them.
Step 4 Closing and Feedback Once the incident is resolved, confirm that the player can resume their gaming activities without further interruptions. You must log the details of the call and the solution provided in the event database for future reference. Finally, end the conversation politely and use the official event closing phrase which is “Us esperem aviat”.