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    IC Help Desk SOP Template 9254

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    GuruPrasad
    This document provides a standard operating procedure template for a help desk. It outlines various help desk policies and procedures, including user responsibilities, issue logging methods, response times, escalation points of contact, staff responsibilities, operating hours, workflow processes, priority matrices, and examples of typical ticket handling. The purpose is to describe the help desk services and ensure consistent high quality support.

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    IC Help Desk SOP Template 9254

    Uploaded by

    GuruPrasad
    871 views6 pages
    This document provides a standard operating procedure template for a help desk. It outlines various help desk policies and procedures, including user responsibilities, issue logging methods, response times, escalation points of contact, staff responsibilities, operating hours, workflow processes, priority matrices, and examples of typical ticket handling. The purpose is to describe the help desk services and ensure consistent high quality support.

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    sop

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    This document provides a standard operating procedure template for a help desk. It outlines various help desk policies and procedures, including user responsibilities, issue logging methods, response times, escalation points of contact, staff responsibilities, operating hours, workflow processes, priority matrices, and examples of typical ticket handling. The purpose is to describe the help desk services and ensure consistent high quality support.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    871 views6 pages

    IC Help Desk SOP Template 9254

    Uploaded by

    GuruPrasad
    This document provides a standard operating procedure template for a help desk. It outlines various help desk policies and procedures, including user responsibilities, issue logging methods, response times, escalation points of contact, staff responsibilities, operating hours, workflow processes, priority matrices, and examples of typical ticket handling. The purpose is to describe the help desk services and ensure consistent high quality support.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 6

    HELP DESK SOP TEMPLATE

    Help Desk Standard


    Operating Procedure

    COMPANY NAME
    Street Address
    City, State and Zip

    webaddress.com

    VERSION 0.0.0

    00/00/0000

    DEPARTMENT RESPONSIBLE

    VERSION HISTORY

    VERSION APPROVED BY REVISION DATE DESCRIPTION OF CHANGE AUTHOR


    INTRODUCTION

    Describe the purpose of your help desk department in terms of who your customers are and what their needs are.

    HELP DESK PROCEDURES


    USER RESPONSIBILITIES

    Describe user responsibilities for ensuring issues are reported and addressed.

    SUPPORT PORTAL phone number / address / link

    ISSUE LOGGING METHOD

    TICKET COMPLETION

    SETUP AND SUPPORT REQUEST LEAD TIME

    ESCALATION POINTS OF CONTACT

    HELP DESK SYSTEM

    Describe what the user can expect in response to submitting a ticket. Indicate whether the user can expect an email acknowledging receipt, the
    details included, and whether a deadline for response by support personnel will be included. Explain what the user should do if they do not receive
    a response within the described time. Describe how a ticket is closed and whether users receive surveys. Include the preferred steps a user should
    take if service was unsatisfactory and to whom to report concerns.
    HELP DESK STAFF RESPONSIBILITIES

    Outline staff commitments. For example, dealing honestly in describing problems in language the customer can understand and acting with
    sympathy for customer inconvenience. If there is a commitment or service level agreement to prioritize certain issues, describe that here.

    HELP DESK OPERATING HOURS

    Describe in as much detail as possible, including the schedules for statutory holidays.

    HELP DESK WORKFLOW

    Describe your workflow from when a customer enters a ticket. Discuss how customers know their ticket has been received, how tickets are routed
    to customer service agents, and any pertinent steps. It can be helpful to depict the process in a flowchart.
    HELP DESK FLOWCHART

    A flowchart can help to show what actions to take to complete a helpdesk ticket based on certain conditions.

    YES INPUT /
    KEY

    FLOWCHART
    START / END STEP CONNECTORS DECISION LINK OUTPUT DOCUMENT
    NO

    COPY AND PASTE


    BLANK ICONS
    BELOW

    NO
    NO

    YES

    YES
    PRIORITY MATRIX

    A priority matrix helps support staff to understand how to prioritize tickets based on information supplied by the customer. You should define your
    priority matrix and escalation procedure in your SOPs. The matrix below shows common prioritizations, but these can be customized to your own
    organization.

    Critical tickets may prevent a customer from working or cause other devastating consequences. These
    CRITICAL tickets are often worked first or passed to a senior team member.

    HIGH High priority tickets may affect multiple staff members, customers, or departments.

    Medium priority tickets may affect a limited number of departments or customers. Customers may be able
    MEDIUM to continue work by applying a workaround.

    Normal priority tickets affect only one or two customers and may present an inconvenience, but do not
    NORMAL impede work.

    ESCALATION

    Describe your formula for escalating tickets.

    EXAMPLES

    Describe the details of a typical ticket, from submission to resolution


    DISCLAIMER

    Any articles, templates, or information provided by Smartsheet on the website are for reference
    only. While we strive to keep the information up to date and correct, we make no representations
    or warranties of any kind, express or implied, about the completeness, accuracy, reliability,
    suitability, or availability with respect to the website or the information, articles, templates, or
    related graphics contained on the website. Any reliance you place on such information is therefore
    strictly at your own risk.

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