IT Support Process
Support Process
Support Channels
Primary Channels
These are the main methods of contact users should use to contact IT for support
Secondary Channels
These are alternative methods users may log requests with us, For each of these requests the Support team MUST log the incidents on the users behalf and encourage them to use the primary Channels next time.
Incident/Request Handling
All request/incidents should feed into the service desk where they will be logged and given a unique ticket number. There are 3 types of requests:
- Incident – General issues or queries
- Service request – Request for equipment or access to a system
- Change Request – request to make a change to a platform or application
When picking up a ticket the first thing an agent MUST do is update the following details:
- Priority
- Status, Source
- Type, Group
- Agent
- Department
- Category
- Sub-Category
- Ticket Type
They can then proceed to troubleshoot the request with the user if needed and close the request once resolved to the user’s satisfaction or what is capable within the systems. When closing a ticket the user MUST be updated on the details of what was done to give them clarity as to why the request has been closed.
Where an issue requires escalation or 3rd party intervention, we MUST make sure the request is reprioritised/logged at the correct priority with 3rd parties and that we update the user that this has been escalated/passed over. The ticket status will also need to be changed as appropriate. We MUST follow up on this request until resolve and update the user at regular intervals.
Approvals
Change requests and Service requests require approval before they are processed. Agents MUST double check the approval to make sure it is correct before actioning any requests.