http://www.ehow.com/list_6345581_desk-standard-operating-procedures.html
This article summarises the procedure as:
- Initial Contact
- Assign Priority
- Create Tickets
- Documentation
- Problem Solving
- Customer communication
- Problem escalation
It would be great if all this just happened and we didn't need to document or follow up on anything, but unfortunately, that is not the case and as well as having procedures in place, we also have to make sure that we document and keep track of all calls.
Class Activity 1
Asset Register
As a class, discuss what information would be required to create an asset register for all IT items that are provided and supported within the library.
Class Activity 2
Maintenance and feedbackWhat information would you put on a maintenance "ticket"?
What would you need to close the "ticket"?
N.B Information discussed here may be useful for your assessment task below.
Helpdesk Documentation
Many help desk systems are automated, where information is entered onto a database and a ticket generated automatically. End of month reports such as number of calls, outstanding jobs, categories of problems etc., can be generated and analysed instantly.Assessment Task (Final Yay!!)
Mysty River Regional Library Service has 3 branches located in rural Victoria. It has a small IT support team that provides basic software and hardware support to the branches, including the 30 staff computers and 120 other computers that are used by library patrons at the various branches. The IT support team's role is to provide basic support and to determine which third party organisation, if any, a job needs to be escalated to if they cannot resolve it in house.The IT Support team provides the following services:
- Basic instruction on hardware and standard software, including the library's LMS, to staff and patrons
- Basic hardware and software support including remote desktop
- Replacement of small items - keyboard/mouse/cables
1. Printers - All printers are under a service agreement with the manufacturer, who provides all consumables, maintenance and repairs for an agreed fee plus an amount based on print quantities. They guarantee a 48 hour turnaround on calls outside of their weekly maintenance visit.
2. Hardware - All computers and monitors are covered under the Manufacturer's warranty. The Manufacturer's warranty is a guaranteed replacement for 12 months from purchase. Computers that are outside of the standard warranty are covered under an extended Manufacturer's warranty that guarantees repair and/or replacement at their discretion. Turnaround is 5 working days.
3. Other Hardware and Equipment - covered by Manufacturer's warranty only and any replacement is at MRRLS's discretion and must be justified to the IT support manager.
4. Software LMS - covered under a SLA with software provider. 24 hour maximum turnaround.
5. Other Software - MS Office 2013, Adobe Creative Suite 6, Microsoft Windows 8. Covered under Manufacturer warranty only.
6. Phones and Internet services provided by Telstra.
Activity 1
Calls to the helpdesk are recorded manually, although the IT Support team has requested that an automated system be considered in the next budget.1. Create a form that can be used to manually record any call to the helpdesk, The form is to be completed electronically and then printed for the technician or whoever resolves the issue. Calls are summarised into a spreadsheet at the end of each week.
2. What information would we put into our spreadsheet? Outline each column heading that you think would be required.
3. What reports would be produced at the end of each week? Monthly? Describe each report and what it would be used for as well as who would get copies.
