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- Urgent requests must be phoned into the Help Desk for quickest service.
- Process:
- The request is received
- A ticket is generated and transferred to desktop support
- Help Desk contacts someone in desktop support
- Help Desk updates the call ticket indicating the desktop support person who has taken the ticket
- The desktop support technician will respond to the call within one hour.
- Once the technician has resolved the problem, the ticket is closed.
- Notification e-mail is sent to the requester that the call ticket has been closed.
- Examples of Urgent tickets:
- Multiple users are affected
- There is no workaround for the issue.
- User has a deadline or sensitive task
- Virus or security related issue.
- User is giving a presentation and having problems.
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- High priority requests must be phoned into the Help Desk
- Process:
- The request is received
- A Help Desk ticket is generated.
- Notification e-mail is sent to the requestor requester that a call ticket has been created.
- The technician responds within 4 hours.
- Once the technican technician has responded the call ticket is closed.
- Notification e-mail is sent to the requestor requester that the call ticket has been closed.
- Examples of High priority tickets:
- User's computer is down
- Software or application issue that affects ability to work.
Medium - There is a workaround to the problem - 1 business day
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- Process:
- The request is received
- A Help Desk ticket is generated.
- Notification e-mail is sent to the requestor requester that a call ticket has been created.
- The technician responds within 1 business day.
- Once the technican technician has responded the call ticket is closed.
- Notification e-mail is sent to the requestor requester that the call ticket has been closed.
- Examples of Medium priority tickets:
- Software problems but your computer is still able to function (ex. Error pops up at login, but computer still functions)
- You have a workaround to your issue ex. One student PC is down, but there is another student pc the student can use
- Your main printer is down, but you can print to other network printers.
Low - There is a workaround to the problem, or the problem does not need to be addressed immediately - 2 business days
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- Process:
- The request is received
- A Help Desk ticket is generated.
- `Notification e-mail is sent to the requester that a call ticket has been created.
- The technician responds within 2 business days.
- Once the technician has responded the call ticket is closed.
- Notification e-mail is sent to the requester that the call ticket has been closed.
- Examples of Low priority tickets:
- New Computer setups
- Non urgent software requests
- Non urgent computer orders