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Desktop Support Daily Operations resolution !ill $e di'ided into co#ponent tickets !ith
Summary The “Desktop Support Support Daily Operations Operations Guide” sets forth policies and procedures for CCITs Desktop Support group !ith respect to th e follo!ing" •
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the #anage#ent of client su$#itted re%uests& the triage of re%uests& the scheduling of appoint#ents to resol'e re%uests !ithin esta$lished ser'ice !indo!s& the standards to $e #aintained in co##unicating status& and the handling of situations that #ay arise(
This guide is is designed to ensure ensure continually e)cellent ser'ice for CCITs desktop support clients(
Daily Review of Support Requests •
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*ach #orning and as necessary during a gi'en $usiness day& a re'ie! process !ill $e initiated across support re%uests $y a tea# #e#$er responsi$le for a product group( During the re'ie! process& this tea# #e#$er +re'ie!er, !ill prioriti-e and re. prioriti-ed support re%uests as per CCITs Technical Technical Support Support Policy so as to ensure ensure that tickets of greater se'erity recei'e higher priority( o
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/here further infor#ation is re%uired to assess the se'erity of a support re%uest& the re'ie!er !ill contact the person+s, re%uesting support for additional infor#ation( infor#ation( 0ll additional infor#ation used in deter#ination of se'erity le'el should $e docu#ented !ithin the support re%uest( re%uest(
Support re%uests $undled !ithin the content of a single ticket !ill $e un$undled as separate tickets for purposes of tracking and prioriti-ation( Tickets Tickets representing representing support support re%uests that re%uire a #ulti.stage process for
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Desktop Support Daily Operations any change of circu#stances per#itting for!ard progress or any necessary actions and their scheduling(
all dependencies esta$lished $et!een the co#ponent tickets( •
or e)isting support re%uests" o
0 deter#ination !ill $e #ade as to !hether circu#stances or hindrances noted as pre'enting the for!ard progress to!ards resolution of a ticket ha'e changed( /here necessary& steps
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necessary to a4ect circu#stances or re#o'e hindrances !ill $e docu#ented !ithin the ticket and scheduled so as to progress the resolution of the support re%uest(
or ne! support re%uests" o
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*sti#ates of ti#e necessary to resol'e or effect the plan of action !ill $e re'ised for purposes of scheduling ser'ice appoint#ents !ithin the ser'ice !indo!s of tea# #e#$ers( •
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The client+s, associated !ith the support re%uest !ill $e noti5ed of
or ticket+s, !here no action is presently re%uired& a %uick note to the client+s, should indicate the continuing present state of a4airs(
The re'ie!er !ill docu#ent !ithin the ticket an appropriate action plan for resolution of the ticket( Initial esti#ates of the a#ount of ti#e necessary to a4ect the action plan !ill $e esta$lished for purposes of scheduling ser'ice appoint#ents !ithin the ser'ice !indo!s of tea# #e#$ers(
or all tickets& key!ords and status 5elds !ill $e #odi5ed as necessary to reflect the
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current status of t he support re%uest( o
If the #odi5cations #ade to the ticket solely re6ect stateful infor#ation rele'ant only to internal CCIT processes& the co##unication should $e denoted as Pri'ate prior to su$#ission of the #odi5cations(
Daily Scheduling of Service Appointments
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*ach #orning and as necessary during a gi'en $usiness day& a ser'ice appoint#ent scheduling process !ill $e initiated across support re%uests $y a tea# #e#$er responsi$le for a product group after a re'ie! process +as descri$ed a$o'e, co#pletes( During the ser'ice appoint#ent scheduling process& this tea# #e#$er +appoint#ent scheduler, !ill deter#ine !hether tickets of greater se'erity ha'e displaced for#erly scheduled ser'ice appoint#ents of tickets !ith lesser se'erity( o
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The appoint#ent scheduler !ill call& in order of greater to lesser se'erity& the client+s, associated !ith a support re%uest to schedule or re.schedule a ser'ice appoint#ent( o
0 phone call is the preferred #ediu# for co##unication( /here not practical& an e#ail #ay $e su$stituted(
7e%uests of lesser se'erity #ay $e inserted into the ser'ice !indo! a#ongst re%uests of greater priority !hen geographical pro)i#ity and the nature of the re%uest suggest that a ti#ely resolution #ight $e acco#plished !ithout #aterially i#pacting a, the ser'icing of re%uests of greater se'erity and $, the ti#e to resolution of other re%uests !ithin the para#eters
of target ser'ice le'els(
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The scheduler !ill atte#pt to schedule as #any appoint#ents as possi$le !ithin the daily ser'ice !indo!s of %uali5ed 8 a'aila$le sta4 #e#$ers o$ser'ing order of se'erity and target ser'ice le'els( The scheduler !ill con5r# !ith clients the staff #e#$er !ho !ill ser'ice their re%uest and the ser'ice !indo! in !hich they !ill ser'ice( The scheduler !ill docu#ent the assign#ent and scheduling arrange#ents !ithin the ticket 5led !ithin 9ug-illa(
#e#$ers(
Pre-Departure of Support Team Members •
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The scheduler !ill co#pile and pu$lish a #aster schedule to $e #ade a'aila$le to the CCIT tea# detailing the ser'ice !indo!s and appoint#ent schedules of sta4 ser'icing re%uests( o
0ppoint#ents listed on the schedule !ill consist of sta4 #e#$er assigned& the associated support ticket nu#$er& and the contact infor#ation of the support re%uester(
Indi'idual ser'ice !indo! schedules !ill $e pro'ided to assigned support tea#
Tea# #e#$ers !ill prepare and asse#$le all necessary #aterials and resources for successful acco#plish#ent of scheduled tasks !ithin the tickets assigned the#(
Assignment of ntern Team Members •
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Prior to the $eginning of a ser'ice !indo!& tea# #e#$er !ill re'ie! all tickets assigned to the# and denote acceptance of the assign#ent !ithin 9ug-illa(
7e%uesters are to $e infor#ed of those re%uests for !hich intern tea# #e#$ers ha'e $een assigned( 7e%uesters should $e ad'ised of the follo!ing"
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To logo4 of applications or ser'ices unrelated to the issue reported prior to the interns use of their syste#( To re#o'e con5dential or pri'ileged #aterials !ithin sight pro)i#ity of their !orkstations(
a4ected client+s, and the cancellation !ill $e docu#ented !ithin the associated 9ug-illa ticket such that the support re%uest is re. scheduled( •
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To re#ain physically present throughout the period in !hich the assigned intern is !orking to resol'e their issue( To super'ise the acti'ities of the intern assigned( To report any suspect acti'ity that occurs(
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Service Appointments •
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Prior to each ser'ice appoint#ent re%uiring a physical 'isit to the client+s, associated !ith the re%uest& tea# #e#$ers !ill contact the client+s, $y phone alerting the# that they are in transit( o
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If the client+s, are not present or !ill not $e present for the appoint#ent& a #essage !ill $e left pro'iding a call $ack nu#$er for the re. scheduling of the appoint#ent( The tea# #e#$er should #o'e on to the ne)t ser'ice appoint#ent !ithin their ser'ice !indo!(
If the ti#e re%uired to co#plete a scheduled ser'ice appoint#ent is #aterially greater than that esti#ated and threatens other appoint#ents of e%ual or greater se'erity& the ser'ice appoint#ent is to $e truncated for later action or transferred to another tea# #e#$er of e%ual or greater %uali5cation( o
Prior to lea'ing a ser'ice appoint#ent"
/here ti#e $ounds dictate that appoint#ents to ser'ice re%uests of lesser se'erity #ust $e dropped !ithin the current ser'ice !indo!& as soon as is reasona$ly possi$le& a phone call !ill $e #ade to the
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Tea# #e#$ers !ill docu#ent their acti'ities and the current status of the support re%uest !ithin the associated 9ug-illa ticket( If additional action is necessary& all necessary steps re%uired should $e docu#ented for re'ie! and later scheduling( Tea# #e#$ers !ill co##unicate their acti'ities& the current status of the support re%uest& and any additional actions re%uired to the client+s,(
If a ser'ice !indo! elapses and appoint#ents scheduled !ithin the ser'ice !indo! ha'e not yet $een ser'iced& the tea# #e#$er !ill call or e#ail the affected client+s, to apologi-e and to co##unicate that 1, they !ill $e una$le to keep their scheduled appoint#ent and 2, they !ill !ork to re.schedule the appoint#ent as soon as possi$le !ithin a co#ing ser'ice !indo!( Tea# #e#$ers are to perfor# all actions in resolution of an issue or re%uest strictly !ithin the conte)t of esta$lished policies and procedures( Should there $e an issue !ith respect to policy or procedure& no action should $e taken !ithout super'isory appro'al(
