Customer survey satisfaction rate shall be 90% or better. Desk procedures manual superior court of california, county of imperial divisiondepartment. Spiceworks help desk guide page 7 configuration email as you may have guessed, tickets are the heart of the help desk. This will also help you determine what you need to document.
Remedy help desk takes advantage of new and enhanced features in the ar system user tool, and has an improved user interface the primary interface for remedy help desk is the remedy it service management console. The call, itself, must be logged, but the issues status and progress must also be tracked throughout the entire life cycle of the issue. Explain what the user should do if they do not receive a response within the described time. Work order number is assigned and the work order is assigned to a technician. All requests from officials will be captured and verified in the helpdesk system 7. Customer requests to the help desk are characterized by order of importance as. The help desk will provide signs in the reserved lab stating when the facility will be unavailable for general use. Before we discuss the itil service desk process flow in detail, it is important that we remind you of what itil is an initiative of the british government in the 1980s, itil, or information technology infrastructure library, was initially aimed at documenting all information technology process management service literature, cases, and best practices. Some of the material is close to what is in her other book, but is not identical. Hire an experienced help desk specialist or an ambitious candidate that you can train.
The it helpdesk coordinator records all incoming calls and assigns to an available or appropriate technician. The itsm2 lot1 service desk manager is also responsible for the updating of section 2. It help desk tutorial wharton county junior college. Understanding customer service processes and procedures. Helpdesk policies and procedures techsoup for libraries. To meet the service support requirements of portal users, the association shall implement a central point of contact for handling all customer support. Helpdesks effectiveness is in providing rapid responses to client queries. These policies, procedures, and checklists successfully recognize the limit between providing employees proper guidance for appropriate behavior at work and draw a line between that and employee lives outside of the workplace. Kcdcs help desk puts in place the people, processes and tools to deliver help desk services that. Then once you have hr and management backign the systems. Logging support calls every time a support calls comes into a help desk, that call must be logged and tracked.
May 29, 2015 the service desk standard operating procedure establishes the procedures for processing service desk tickets effectively. First, a new issue is opened in champs, accentures client help desk and maintenance planning system. Kickstart creating your administrative procedures binder presented by julie perrine, capom, mbti certified. For example, desk procedures for someone working an accounts payable desk position would be how to process invoices, issue payments, create reports, etc. 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. As a centralized intake location for technical issues, it allows for a responsive and timely solution to get.
The primary purpose of the help desk policies and procedures policy is to ensure that portal users receive prompt, accurate, and professional service. Belabela local municipality chris hani drive, bela bela, limpopo. If your computer is operational and have access to internet, log on to. The remainder of the book duplicates a lot of the material in running an effective help desk, but is excellent if you only buy one of ms. S e r v i c e d e s k 2 chapter 1 service chapter sadjadi et al. We want to help companies understand the process by using flow charts and other options. Online help desk system documentation it support software. Like we mentioned earlier, there are a few ways that a ticket can be created. Gibson 800 east 96th street indianapolis, indiana 46240 usa. The information technology department maintains a help desk for support of all hardware systems and software applications in use within the company. 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 ticket to tier 1 b 3 reassess severity level c existing. Then when a technician takes the call, the technician asks for this information again to verify the caller is a customer. Information technology help desk request procedures. Service desk process flow complete it help desk process.
It is not designed to be an avenue for detailed product training. How to write a standard operating procedure for front desk staff. Kickstart creating your administrative procedures binder. Typical incident process introduction to help desk.
For example, some help desk procedures force the customer to enter identifying data such as an account number when first calling an automated phone system. In the small menu that appears, choose update field then update page numbers only. All telephone calls must be answered using a welsh greeting first. Help desk best practiceswhat features and functions you should look for in help desk software. For this immediate response to enduser it needs, the help desk must have employees technically trained in the appropriate technologies.
Three tier support a three tier support organization is typical of a larger support structure with responsibility for many systems, often. Information technology policy and procedure manual template. At itarian, we dont just offer valuable and necessary products, both and paid options. The committee also agreed that certain administrative functions, e. This template provides a basic overview of a typical help desk process, from the point of problem identification to resolution. The following methods are available for contacting the help desk to request assistance or submit a work order. In order to help you, our clients, understand how your requests are handled, we would like to explain the help desk process for resolving your issues that are called in, faxed, or emailed to the help desk. Describe what the user can expect in response to submitting a ticket. Help desk call procedure if you have a problem with an application and want to contact the help desk then please call. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination. Free help desk standard operating procedure template pdf. To learn how to use zendesk, from the basics to the advanced, explore our documentation and learning resources. Experienced candidates will have deep knowledge of products, services, and customers theyve worked with. Standard operating procedures ensure that each staff member is aware of their duties and have the specific knowledge to perform their job satisfactorily.
Procedure based help desk system provides not only a normal fulltext searching function but also an original orderdependent searching function. Help desk policyprocedure spiceworks general support. Service desk standard operating procedure infotech. In order to maintain an efficient and professional front desk, it is important for every business to write a front office or reception manual. Pdf a help desk is critical to the operations of an it services business. Guidelines for logging an it support call the it helpdesk is operated within the it department and attended to by the departments it helpdesk coordinator.
The next two sections cover issue management processes and procedures and help desk technology. You also should setup a customer satisfaction survey to ensure not only was their issues responded to in 4 hours, it was also handled properly. A desk procedure is a set of instructions tailored to the tasks required of someone occupying a specific spot in a process or organization. Structuring the help desk depends on the service level commitments, the level of expertise of the staff available, the number of users to be supported, and the number of systems and services to be supported.
Lastly refresh the page numbers in the table of contents. Everyone help link action request system concepts guide ar510cntg01. Table of contents 1 overview 1 2 helpdesk policies. Nov 26, 2011 its realistic to set metrics like 98% of the help desk calls will have a 4 business hour response time, but the this needs to be on the whole group not just individuals. Zendesk documentation zendesk is a powerful platform for managing support. Send out an email letting your clients know that tickets will now be the way problems are handled, for tracking and managing reasons. Examples for problem solving include knowledge bases, expert systems, and diagnostic software, while asset management and change management tools assist with the management of the daily operations of a help desk. Administrators print and pdf remedy it service management online help procedures for using the remedy help desk, change management, asset management, service level agreements, nd configuration manager.
Information and communication technology helpdesk support. Take a look to see the recommended sample policies that dont sap employee spirits and steal their lives and private time. Our it service desk software can help in many ways, including. This will help the occupants of the affected areas and also alleviate instances where non designated. Get answers from your peers along with millions of it pros who visit spiceworks. Understand the business of customers to return them to work as quickly as possible provide highlevel customer service and technical expertise. Incident management procedures northwestern university. If youre the only employee at your library, you probably dont need formal help desk policies. Helpdesk policies and procedures comvida corporation. Use this microsoft 2010 visio template to document your help desk process flow and measure activity.
Help desk practitioners handbook the only book to address the unique concerns of the huge and growing number of help desk analysts, this is your complete guide to becoming a more effective communicator and problemsolver and deriving greater satisfaction from your job. For very high priority critical support please select option 2. The service desk standard operating procedure establishes the procedures for processing service desk tickets effectively. First contact resolution rate shall be 95% or better. They are performed or denied at the discretion of the swamp qa officer. Helpdesk emergency procedures university of sheffield.
February 2017 epidata center department roles and responsibilities pha users the pha is open to any navy, marine corps, or coast guard member and can be accessed by their dod id and password or cac, once registered. Many of the tools used by a help desk involve problem resolution and help desk management. Competitive solicitations protest policy initiator. Information technology help desk procedures and guidelines. How to audit your help desk by pat vickers in banking on june 8, 2000, 12. This allows staff to manage all responses in a structured and uniform way from initial contact to successful. Create a permanent home for your binder on your desk that is easy to reach from your computer and. In this course, understanding customer service processes and procedures, you will follow the path of a company that requires customer service processes to improve their overall customer experience. A help desk is technically focused the help desk fixes problems that are taking place at that instant. 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. Businesses use standard operating procedures to document the steps needed to deliver or complete specific processes or tasks. A call for assistance is received by telephone or email bgh it helpdesk internal address or bgh.
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. I am looking at implementing the spiceworks help desk in our department and need some. Pdf it service desk implementation solutions researchgate. The service desk module manages an organizations response to a support issue. Help desk manager will note whether the facility is available at the requested time and will make tentative reservations if it is available. The ultimate goal of the help desk is to offer first contact resolution as often and as quickly as possible. Periodic health assessment user guide helpdesk standard.
Sample human resources policies for employee management. Help desk policies and procedures as with any other department, your it department becomes more difficult to manage the more it grows. It technicians will attempt to resolve all problems and requests. Nnpo nonva medical care coordination authorization fact sheet for preauthorized care va form 107078107079 fact sheet purpose the national nonva medical care program office nnpo provides the following guidance regarding the quality of information contained within an authorizationva forms 107078 and 107079 and. Next, youll learn about customer service processes and procedures. Service desk school of computing and information sciences. Make sure documentation is written up stating th purpose of the help desk, what it accomplishes, and how it will be used from that point on. Help desk support technologies include but are not limited to the following. If you cannot reach the web page, please call the oncall person or ipp customer service 2555322. The helpdesk provides support for all comvida software in production and will assist in troubleshooting operating system and network connectivity issues. This allows staff to manage all responses in a structured and uniform way from initial contact to. Periodic health assessment user guide helpdesk standard operating procedures updated. This white paper is a summary of help desk best practices from the following three authority sources. In help desk terms, sops outline how operators should handle customer queries.
All problems should be reported to the computer help desk via the help request web page. Itsm2 lot1 infrastructure provides an extract of all interactions opened and closed for the month, with their corresponding incidents and their attributes. 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. Sdsfie support task order sdsfie help desk manual for the army corps of engineers, army geospatial center contract no. The following is a summary of help desk best practices from the following three authority sources. To open an it help desk ticket, please follow the steps below. Once you submit a trouble ticket, help desk will create a work order with all the information you provided. A request ticket will be opened in tracks with the customer name,phone number and incident description 7. January 2015 ipass customer consulting helpdesk to helpdesk support process guide purpose the purpose of this document is to explain the process by which technical issues are resolved using. Jun 24, 2008 document change log version changed date changed by reason 1. Cis 3500 1 metropolitan state university of denver. Unless otherwise specified by the swamp qa officer, the consultation is generally limited to two hours.
Take ownership of customers problems until resolved. The help desk supervisors role is to oversee the entire help desk staff and ensure that end users are receiving the appropriate assistance. First, you will learn the value of support center customer service policies. In the body of the email include the nature of the problem. Download help desk flow template for visio 2010 from. The help desk to set up at hepc shall receive, log, prioritize, assign, track, escalate, resolve, close and archive queries, answer calls and initiate. Service desk best practices hdi your it support center. The subject line should have the word work order typed. Glossary the zendesk glossary is a great jumping off point.
Once you have finished work on the template, delete the first three pages of the document. Reynolds help desk service level agreement sla page 5 general metrics. The primary purpose of the help desk policies and procedures policy is to ensure that. The remedy it service management console works like a control panel, from which users can perform their primary. The guide does provide a useful starting point or direction for choos. A support issue may be a question, a problem, a request for service, or a suggestion for a future enhancement. Information on this website is available in alternative formats upon request. Keywords itil, service desk, help desk, selfservice systems.
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