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| 10.PR005 Raising an Information Systems Request in Helpdesk |
1.2 Submit Information Systems Report Form
A new request is submitted through the Helpdesk using the Information Systems report template. You should ensure you complete the following details:
-Level - Incident / Support (see note for definition)
-Subcategory
-Item
-Subject
-Description An incident is an interruption in the normal functioning of a service or system. For example, an internal system being inaccessible, the phones not working.
A support request is any request made in accordance with the SLA that is not defined as an incident. For example, new tools and additions being added to an internal system, new user or printer setup. |
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2.1 Assign technician and acknowledge request report
A default Technician should be automatically assigned. The technician should acknowledge the new report by sending an email confirmation and update the status of the request to 'in progress'.
Incident:
Response within 30 minutes of the incident being reported
Support:
Response within 24 hours of the incident being reported Central services and software will be available Monday to Friday 8:30-5:30. Any requests made out with these hours of coverage will be responded to in the next working day. |
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3.1 Assign Due Date
The Technician sets a due date and time for the request in line with the SLA:
Incident:
Within 4hrs of incident being reported (incident affecting a single user)-within 2hrs of incident being reported (incident affecting more than one user)
Support:
Within 72hrs of request being submitted or as agreed with requester.
The Originator will be notified via email once a due date and time has been set. |
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3.2 Find solution
The Technician finds a solution to the request. This may involve collaborating with the Originator to find a suitable solution. This should be recorded on helpdesk using the reply function. |
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3.3 Record actions and work against request
Any actions and work required to resolve the request should be recorded by creating actions within the Helpdesk request. You should ensure you record how much time it has taken to complete each action. This ensures that costs and resource requirements can be monitored and managed. |
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3.4 Verify acceptance of solution
Check that the Originator is satisfied with the solution by entering the solution and updating the status to 'resolved'. |
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3.5 Accept solution
The Originator should update the status of the request to 'closed' if they are satisfied with the solution. |
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3.6 Store solution
A solution to the request is logged in Helpdesk for future reference. |
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