Download help desk flow template for visio 2010 from official. This document explains and is limited to the service desk procedure that describes the responsibilities and function of the. Service desk structure there are a number of different ways to provide service desk facilities within an organization. Help desk, network operations, campus divisions, and the public. Businesses use standard operating procedures to document the steps needed to deliver or complete specific processes or tasks. Inhouse expertise and troubleshooting procedures are important so that. Desk, as the single point of contact, will be very useful. Zendesk documentation zendesk is a powerful platform for managing support. To learn how to use zendesk, from the basics to the advanced. Service desk standard operating procedure infotech. Deciding which structure to use must be made during the planning phase. Help desk and network operations center contour help desk offers remote and onsite services in a flexible model to.
Samanage service desk samanage service desk is the software that runs the it help desk ticketing system. Standard operating procedures overall operations information technology services 2010 page 11 of 32 general access student lab reservation procedure the general access student labs. A study of service desk setup in implementing it service. This allows staff to manage all responses in a structured and uniform way from initial contact to successful. The main objective of the service desk is to restore normal service for users as quickly as possible. An emergency issue for the help desk would be defined as.
Deciding which structure to use must be made during the planning. Glossary the zendesk glossary is a great jumping off point. Explain what the user should do if they do not receive a response within the described time. Describe what the user can expect in response to submitting a ticket. For this purpose, it is essential to generate a standard operating procedure for your help desk team. Other documents describe how to structure a service desk. The hipaa health insurance portability and accountability act eligibility transaction system hets allows you to check medicare beneficiary eligibility data in realtime. May 29, 2015 service desk standard operating procedure this template is designed to help service managers kickstart the standardization of service desk processes. Help desk training manual template some manual at the. Oct 22, 2008 standard operating procedure for help desk ad manager plus manager engine create sop help desk responsibilities. Introduction the trust has agreed standards in how it helpdesk calls should be logged, so that these calls. Tech pro research s help desk policy will help you establish help desk guidelines for your workplace. However, if there are 500 employees in your system, its more important to have some written procedures. A useful checklist for successful help desk experiences use our checklist as a guide for a successful help desk experience.
It is the responsibility of the director, administrative computing services to ensure compliance with this procedure. Whats the librarys procedure for handling help requests. Help and support for the microsoft microsoft teams app on pc, mac, and mobile. If it isnt, its considered a request and usually, customers can figure it out. Change management control procedure it service desk. Both the eauthentication system and the email sent by the system will direct you to visit a local registration authority lra to prove your identity. It help desk 3 tier model swim lane flow chart derived from process triage map h e l p d e s k r e p s c u s t o m e r i n t e r n a l t e c h n i c a l e x p e r t s t i e r 2 t o o l s m a n a g e m e n t t i e r 3 3 return. However, the preparation of contents is a hard job for contents. Standard operating procedure for help desk ad manager plus manager engine create sop help desk responsibilities. In help desk terms, sops outline how operators should handle customer queries. Try our threestep support approach to handling a clinger, and enjoy the extra time in your work schedule each week. Service desk is the primary point of contact for all in ternal andor external customers.
In the absence of an external demand for you to formulate and abide by procedural standards ordained by an external author ity, the best procedures for you and your own customers will always be the ones you design for yourself. This process is also widely known as itil help desk process. Helpdesk oncall emergency procedurenights and weekends. Thus, a service desk either has to have help desk functionality embedded in their service desk infrastructure or have the ability to link into a help desk offering for the enduser. Help desk, the procedure will be for the student worker to call it student support repssr who would call a full time it staff members in the following order. We are experiencing longer wait times than normal due to.
First contact resolution rate shall be 95% or better. The it iso will assign the incident severity level. Cts staff will log all incoming phone requests for. Logging support calls every time a support calls comes into a help desk, that call must be logged and tracked. Response to help desk calls will be within one working days on the highest priority. Response to help desk calls will be within one working days on the highest priority, two days on normal priority and four days on the lowest priority. Users should only utilize this method for high priority requests and be supplemented with an email request. Towards an improved it service desk system and processes. The call, itself, must be logged, but the issues status and progress must also be tracked throughout the entire life cycle of the issue.
Within each section, the fields have been brought closer and aligned. Service desk process flow complete it help desk process. Pdf it service desk implementation solutions researchgate. These policies keep your computing experiences on campus both secure and pleasant. Eligibility response details the response details page layout has been reorganized to put the client information at the top and separate the information into bordered. Help desk level 1 support stage five clingers deserve attention, but they can waste valuable help desk time that could be used for more pressing issues. Aug 15, 2011 use this microsoft 2010 visio template to document your help desk process flow and measure activity. Contact the helpdesk in one of the following ways to report a problem. If it isnt, its considered a request and usually, customers can figure it out themselves with self help options, such as our faq database. May 25, 2015 a help desk is a multidimensional resource, designated to help in reducing downtime in it services and functions and making them available for maximum time. Support specialists provide such assistance as facility contact reassignments, enrollment and consent form processing, and first time user access, among other types of user assistance. By all means take advice in the design of your procedures, but in the end they. What is a help desk and its importance for your organization. Information and communication technology helpdesk support.
Purpose the purpose of this policy is to provide a framework for logging it support calls within the trust. Facilities help desk standard operating procedure the help desk is a centralized station in the nasa hq building to register building complaints, building service request electrical, mover, handyman, driver, safety hazards, conference scheduling and audio visual support via the facilities help desk system fhds. One of the top priorities of the dit helpdesk is to ensure a consistent response to problem resolution, service requests, status reporting and notification of changes. It help desk service level expectations tracking and reporting service level reports, containing key performance indicators, will be generated monthly and delivered to the division of it. In turn, customer satisfaction will increase, which will result in more possible sales in the future. Use hets to prepare accurate medicare claims, determine beneficiary liability, or check eligibility for specific services. Office of help desk training services it help desk tutorial all requests for work to be performed by the technology department or the institutional research department are to be submitted by opening an it help desk ticket. Available 24 hours a day, 7 days a week, 365 days a year. Understanding the support center, the role of the help desk professional, understanding users, and typical incident process. Provide your name, id number, email address, telephone number, problem type, problem location and problem description this information serves to verify identity and contact. Eligibility response details the response details page layout has been reorganized to put the client information at the top and separate the information into bordered sections to increase readability. The research infrastructure help desk 4 recommended areas of engagement 38. This chapter from effective help desk specialist skills introduces the support center, help desk professionals, users, and incidents or problems in four major sections.
The supporting documents you provide will help us to analyze the problem and present a solution. Information technology it helpdesk policy 1 information technology it helpdesk policy 1. It will be the function which users are most easily perceived. Helpdesk policies and procedures comvida corporation.
It is the ssrs duty to call the fulltime staff member, if neither are available the lab attendant calls. You are required to follow the activation procedure. It help desk procedure manual pdf check in procedure in front desk pdf samsung captivate reception problems pdf hair salon reception manual pdf. Problems which are procedural and unique to the client can be solved by the appropriate client authority. Indicate whether the user can expect an email acknowledging receipt, the details included, and whether a deadline for response by support personnel will be included. Help desk policyprocedure spiceworks general support. Helpdesk policies and procedures techsoup for libraries. Reynolds help desk service level agreement sla page 3 method for requesting services. Reynolds help desk service level agreement sla page 5 general metrics. Its very common for people to be dissatisfied with the service they receive at. Service desk process flow complete it help desk process diagram. Ive found a help desk sla policy online from the university of new jersey which i plan on doctoring up to match our department polcies which will spell out the help desk ticket. Tuskegee university office of information technology 1200 old montgomery.
Free help desk standard operating procedure template pdf. Help desk training manual template some manual at the heart of a service desk operation is a sophisticated guide template, help desk training manual, writing a desk. Use this microsoft 2010 visio template to document your help desk process flow and measure activity. To learn how to use zendesk, from the basics to the advanced, explore our documentation and learning resources. Successful first tier elements skilled and sufficiently staffed help desk help desk services available when needed featurerich phone system central source for call ticket information heat system musthave features client selfservice with accurate solutions fast and reliable status tracking customer feedback musthave features service. This document in its entirety and any extract thereof is confidential and contains proprietary information of comvida corporation andor its affiliates or subsidiaries and may contain.
At this time fbcc doesnt have a web based help desk portal. The document defines the processes necessary to insure. Individuals should not attempt to take the exam unless they. This template provides a basic overview of a typical help desk process. Call the help desk at 2042721451 any time, day or night weekday, weekend or holiday it does not matter. A study of service desk setup in implementing it service management in enterprises. Typical incident process introduction to help desk.
Information and communication technology helpdesk support procedure. Features importance of help desk, difference between help desk and service desk and benefits of outsourcing help desk. Standard operating procedures overall operations information technology services 2010 page 11 of 32 general access student lab reservation procedure the general access student labs are intended to be utilized primarily for academic use by students outside of the classroom, but related to university class assignments. Do not copy, reproduce or publish, in whole or in part, without the express written consent of comvida. Send an email to the help desk or technician or text or call a technician directly on their cell or office phone. Office of information technology helpdesk policies and procedures. Simply copy the text from the zipped pdf into your favorite word processor. Related policies project approval and prioritization, patch management procedure, and custom.
This template provides a basic overview of a typical help desk process, from the point of problem identification to resolution. Comvida corporation helpdesk policies and procedures. Thus, a service desk either has to have help desk functionality embedded in their service desk infrastructure or have the ability to link into a help desk offering. Service desk process flow explained step by step the first step is to determine whether or not the device is broken. It will help the team in handling the customers queries properly. If youre the only employee at your library, you probably dont need formal helpdesk policies. Users impres sions of service desk impact the image of enterprises it service a lot. Preparing enough amounts of contents for help desk system is important for constructing an efficient help desk system. Cts staff will log all incoming phone requests for assistance rfa, and walkin rfas into the support ticketing system. Ensure customer satisfaction by creating a help desk standard operating. It help desk tutorial wharton county junior college. Find howto articles, watch video tutorials, and get the most out of your office 365 subscription. The service desk standard operating procedure establishes the procedures for processing service desk tickets effectively.
We have developed resources to help you through this challenging time. The nhsn user support help desk is operated by support specialists primarily responsible for the enrollment and integration of users into the nhsn application. The university has several policies in place in regards to technology. This document provides procedures for operation of the helpdesk and technology support model. It help desk 3 tier model swim lane flow chart derived from process triage map h e l p d e s k r e p s c u s t o m e r i n t e r n a l t e c h n i c a l e x p e r t s t i e r 2 t o o l s m a n a g.