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Service Helpdesk Procedure

The document outlines the 12 step service helpdesk procedure for internal customers at an organization. It details the process staff follow to receive and resolve user system or network faults, from initial reporting of issues to follow ups to ensure resolutions meet specified timelines and customer satisfaction. Key performance metrics like resolution times and customer satisfaction are also tracked for monthly reporting and process improvement.

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odetayo_ade1801
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109 views1 page

Service Helpdesk Procedure

The document outlines the 12 step service helpdesk procedure for internal customers at an organization. It details the process staff follow to receive and resolve user system or network faults, from initial reporting of issues to follow ups to ensure resolutions meet specified timelines and customer satisfaction. Key performance metrics like resolution times and customer satisfaction are also tracked for monthly reporting and process improvement.

Uploaded by

odetayo_ade1801
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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Service Helpdesk Procedure - Internal Customers

Staff/Administrators(IT) Start Helpdesk/Support Engineer 2 Receive & record fault report or inquiry, generate call ticket & provide customer with systems generated call ticket ID. Support/System/Network Administrator

1 Report user systems fault, network fault or help/request to the helpdesk via phone (1234), mail (Helpdesk), or walk in.

3 Assign call ticket to support engineer 5 Follow-up and ensure responce and target time within service time based on priority type.

4 Acknowledge assignment and resolve fault within specified service resolution time.

Is fault resolved within 24hrs?


N N

7 Confirm resolution & satisfaction by customer


Y

8 Escalate to Systems Engineer, IT

6 On resolution, record in system the solution description and cause of fault.

Is customer satisfied with resolution?


Y

Is fault resolved within 12hrs.


N

11 Close call ticket & include relevant information on ticket. 12 Produce monthly report on actvities & analyse the performance & efficiency of the helpdesk against SLA's for improvement.

9 Escalate to Head, IT &/ or contractor's project manager.

10 Head, IT ensures that fault is rectified within a reasonable time.

End

Information Systems & Technology Mgt Procedure 9

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