REFERENCE

PROCEDURE NUMBER

® TITLE
NOC Shift Turnover TBD

Section I –Purpose

To ensure that information concerning ongoing issues is transferred efficiently from shift to shift, the following
procedures have been developed. This is a NOC Shift Turnover and Help Desk Hand-off process as well. As
issues are transferred from the help desk to the NOC and NOC to Help Desk, to ensure a smooth transition there
will be a transition document developed to assist both groups. This will allow each group to continue problem
resolution seamlessly.

A. – Scope
Develop a document that contains all requirements for turning over tickets/issues from first shift to second
shift and vise versa.

Section II – PROCEDURE

Complete the Turnover document that details all actions that have occurred for Ticket # xxx.
Give though current status.
NOC/Help desk will continue problem resolution from that point.

Ticket Descriptio Help Desk NOC

Number n Rep. Rep. Solaris Status
Station XXX
AFC Not
101 working Joe Blow Yo Blow

___________________________________________________________
NOC Personnel Signature

___________________________________________________________
Help Desk Personnel Signature

• This document will be completed by either the NOS personnel or Help Desk personnel. They will then ensure that
the other party receives this knowledge transfer.

Section III - NOC Checklist

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 REFERENCE
PROCEDURE NUMBER

® TITLE
NOC Shift Turnover TBD

• List stations that have SOLARWINDS alerts and what the status of that alert is IE Yellow, or Red.

• List stations that have Big Brother alerts and what the status of that alert is IE Yellow, or Red.

• Complete a Data Center walkthrough every two hours and ensure that all necessary equipment is powered on and
that there are no error lights.

• Check and document room temperatures and document them.

• Ensure that NOC/Work area is clean and in order.

• Ensure that Area is physically secure.

Help desk to NOC Hand-off

Who Procedure
Customer Calls help desk with problem
Help desk Specialist Uses the following criteria to determine whether to hand-off to the MARTA NOC.
Uses the following criteria to determine whether to hand-off to the MARTA NOC.
Is it a network related problem that is affecting multiple users, but has not been reported to
the MARTA NOC?
Is it a customer problem that the Help Desk has been unable to resolve?
If either answer is “Yes” then continue, complete the following steps.
1. Access the Altiris trouble ticket, and assign it to the MARTA NOC.
2. Ensure that the ticket has:
A Troubleshooting Summary
Caller Information (Name and Number)
A Brief Description of the problem
Type/Location of the Customer
Type of Equipment being used
Ticket is Assigned to a NOC Analyst
For NOC Problems, NOC Analysts will reactively troubleshoot and own the problem
through resolution. Problems that can not be resolved by the NOC will be escalated to
the appropriate group. The NOC will follow-up in the not to distant future to ensure
that the problem has been
NOC Analyst resolved.
The Help Desk is open from the hours of 7:00 AM to 6:00 PM. They will handle call
Help Desk Shift routing during these hours. Outside of these hours all calls will be routed directly to
Completion the NOC for primary problem resolution.

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