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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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