Standard Operating procedure for help desk ( AD Manager Plus Manager Engine)
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: Priority Levels:
The priority of an incident is determined by:
The standard operating procedures
Impact to the organization
Workload of the staff
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.
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.
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.
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.
The Severe Priority is exclusively reserved for tickets that require the immediate attention of a level three staff member, and takes priority over everything else in the department. Should this priority be set, it must be well documented by the person that is setting the priority. When this priority is set, all Managers and level three staff will be notified by email and will be required to follow the appropriate SLA to close out the ticket or lower it to a different priority.Should a ticket be automatically escalated, the technician will not lower it’s priority without written permission from a Manager or level three staff member. Creating Tickets (RFA):
CTS Staff will record the issue information into the Support Ticket System, the following information is required when creating a ticket: •
Asset Reference (If there is one in Zenworks)
Note (Relevant information about the problem occurrence, such as, “is this the first time you have experienced this problem,” etc.) CTS staff members will also provide the following:
On-site support as needed and required.
Contacting the appropriate department/vendor to respond to the request for support, as needed. •
Responding to requests for assistance in a timely manner. Once notified of a request for assistance, a CTS staff member will respond accordingly based on the priority assigned to the issue. If more information needed to process the request and assign priority is incomplete, then the CTS staff member will request additional information from the contact at this time. •
Resolving all requests for support in a timely manner. Every effort will be made by the CTS staff members to resolve issues within the guidelines established for the various priorities assigned to requests for assistance. These guidelines may not apply to resolution of issues received for external vendor services, such as BEU, MaineLink, and Systems Engineering. When a ticket is escalated to an outside vendor the assigned technician will notify the contact on the ticket...
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