HELPDESK GUIDE

Daily Report & Weekly

Today's HelpDesk Summary Calls Call Type Logged Calls Closed Calls Resolved Calls Server Calls Outstanding Calls # 0 0 0 0 0

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Daily Report at 4:30 Weekly Report Saturday 11:00 Saturday support staff

Monthly Report Today's HelpDesk Summary Calls Call Type Logged Calls Closed Calls Resolved Calls Server Calls Outstanding Calls # 0 0 0 0 0

The following reports will be produced from Radical monthly & quarterly: 1. Call by category (category being: hardware/software/network/accesscontrol/information requests) 2. Calls by department 3. Calls by department by category 4. Power interruptions duration and frequency 5. Calls by Application 6. Calls per lease-line 7. Server calls 8. Repeat calls

9. Calls to external vendors including cost of service request 10. Equipment bought in specified period including total costs reason for purchase and where it went. 11. Calls by Technician 12. Calls outstanding for more than 2 days and technician assigned

MEETINGS Print out all calls in the system address out of SLA calls or problem calls and have a mini summary of the issues from the past week.

Fridays @ 8:00am Adhoc as convened by Support Manager

SOME GUIDELINES Add a Journal Entry A journal Entry should be added on each day that a call is outstanding. There is an option to email a copy of the journal to the user to keep them updated.

Allocating calls All calls must have a technician allocated to them. If for any reason you are unable to complete a call. Please re-assign it to another technician. This can be done under the correspondence tab. Double click on the Job Card Allocations and re-assign the call. When a call has been allocated to you, you need to acknowledge the call. This is also done under the correspondence tab.

Attached Files Emails and other e-documents pertaining to a call must be attached in the Attached Files Tab. This is done by dragging and dropping.

REQUEST FOR EQUIPMENT -ORDERS

All requests for equipment must be logged and the order number of the order must be input into the call information at the bottom right corner. The call details must be for the BBS staff requesting the equipment. If the Equipments for IT it must be under Freddie, Isaac, Thato or DK who must sign the requisition form. This includes hardware and software. The IT request form must be completed and attached to the call. All quotations & requisition must be scanned and attached to the call including any memos that go with the requisition.

EXTERNAL REPAIRS All external Vendors MUST give us a job card indicating: 1. 2. 3. 4. Work done Cost Warranty Any other information they see fit.

The Job card must be scanned and attached to the call. The order number for payment to vendor must also be included in the job card.

SATISFACTORY RATINGS must follow-up staff to rate their calls.

HELP-DESK DUTIES

ANSWER TELEPHONE LINES Responsibility: All Help Desk Technicians Inputs: Customer Calls Outputs: A complete and correct call has been logged in the call system Customer has been assisted. Control Mechanism The supervisor is in the office and monitors staff whilst they take calls; The supervisor is also responsible for checking calls logged in the system for completeness and correctness. Note All calls in which helpdesk staff help customer should be logged in radical except calls in which only information was requested by customer.

LOG CALLS Responsibility: All Technicians Inputs: Customer Contact Details (Name, Telephone no, location) Description of Fault Outputs: Call has been logged in radical A unique call id has been given to the call The call is placed in the outstanding calls until a technician is assigned and dispatched on the call. Control Mechanism The supervisor is also responsible for checking calls logged in the system for completeness and correctness. Each staff member must continuously check calls they have logged through out the day to ensure that calls have been logged properly.

ASSIGN CALLS Responsibility: All Help Desk Technicians Inputs: Call Ref number Call logging screen with current call must be open Outputs: Call Status changes from outstanding to in progress Technician has been assigned and dispatched on the call Technician must acknowledge call, complete the solutions section and close call Control Mechanism It is the responsibility of supervisors track and monitor technicians whereabouts and what they are doing

TRACK AND UPDATE CALL Responsibility: All Help Desk Staff Inputs: Call ref Numbers Outputs: Arrival Time of technician Work done/Comment field in the system is updated Control Mechanism The Help Desk Manager tracks calls in the system and requests updates from the technician. It is their responsibility to make that SLA is met on all calls and to also monitor the whereabouts and productivity of technicians as well as the Help Desk staff.

CLOSE CALL Responsibility: All Help Desk Staff

Inputs: Call ref Numbers Technician contact details/Site contact Details Equipment Serial Number Outputs: Work done field in the system is updated Call status changes from in progress to completed All fields in the call are completed Completion Time Control Mechanism Each fault reported is monitored after completion to ensure that there a no repeat calls. If the same problem is logged twice, the technician who attended the call is notified. A call which has been logged more than once is given more attention by the Help Desk Manager who can escalate the problem to the Head of IS. It is the responsibility of the helpdesk Manager to check for repeat calls throughout the week and also liaise with HODS to identify problem areas and have them resolved. Repeats must be checked at least every other day. OTHER DUTIES Provide troubleshooting support for clients via telephone. Control and monitor user access to the servers Set up users and maintain systems remotely. Diagnose Internet access issues for clients via the telephone. Check event logs and communicate information to relevant parties