Standard Operating procedure
Help Desk Responsibilities:
CTS Staff will log all incoming phone requests for assistance (RFA), and walk-in RFA’s into the support ticketing system. Each RFA will be assigned a unique ticket number. This number will be referenced in all subsequent communications for tracking purposes. The CTS staff assigned to the RFA will assign a priority based on the following guidelines:
The priority of an incident is determined by:
• The SLA
• The standard operating procedures
• Impact to the organization
• Workload of the staff
1. No Priority:
This is assigned automatically to all emailed helpdesk requests. Projects, and long term tasks should also be assigned this priority unless they fall into one of the levels below.
2. Low Priority:
The default priority for all RFA’s entered into the ticketing system, the expected time to completion is based on where it falls in the technicians queue, but not to exceed 30 days. Should a ticket reach 31 days with no activity, it will automatically be escalated by the ticketing system to medium priority. Notification will be sent on priority changes.
3. Medium Priority:
Should this priority be set, the expectation is that it will be completed within 9 business days. Should a ticket reach 10 days at this priority with no activity, it will automatically be escalated by the ticketing system to high priority. Notification will be sent on priority changes.
4. High Priority:
Should this priority be set, the expectation is that it will be completed within 4 business days. Should a ticket reach 5 business days with no activity, the technician will be notified by email every business day until it has been completed. Notification will be sent on priority changes.
5. Severe Priority:
The Severe Priority is exclusively reserved for tickets that require the immediate attention of a level three staff member, and