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