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- Urgent requests must be phoned into the Help Desk for quickest service.
- Process:
- The request is received,
- The ticket is generated and transferred to desktop support
- Helpdesk calls someone in desktop support. If unable to reach, call the desktop emergency line. (x4-5444)
- A desktop support technician will respond to the call within one hour.
- Once the technican has responded the call ticket is closed.
- Notification e-mail is sent to the requestor that the call ticket has been closed.
- Examples of Urgent tickets:
- All VIP's are considered Urgent
- Requests that cannot wait
- Server is down
- Network is down
- Several people cannot log in.
- Several people cannot print.
- Requests that need immediate help and cannot wait
High - Problem significantly affects one person - 4 hours
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