Stages of Desktop Support

(720) 722-2385

@Need To Hire | @Need A Job

Outsourced, Direct-Hire, Temp-To-Hire, Seasonal & Temporary Staffing

Tier2Tek IT Staffing
1640 Logan St Denver, CO 80203
720.722.2385

Open Monday through Friday, 8am to 5pm.

  1. Ticket arrives
    • A ticket is directed to the local Desktop Support queue qualifying the need for local onsite support to resolve the issue.
  2. Queue manager
    • Queue Manager designation is recommended for equal distribution of tickets. A Queue Manager is a peer who assigns tickets based on availability and or round robin. The role can alternate between technicians on a weekly basis or a Lead can be the responsible technician.
  3. Ticket assignment
    • The ticket is assigned to a technician.
  4. Responding to Ticket
    • Opening the ticket as soon as possible.
  5. Assessing priority
    • Based on priority level set by Service Desk, the Desktop Support agent responds accordingly.
  6. Service Desk notes
    • Review the notes from Service Desk.
  7. Researching the issue
    • Investigate possible solutions based on probable cause and providing efficient troubleshooting steps.
  8. Contacting the user
    • Based on availability, phone should be the preferred method.
    • Request to visit or set an appointment on the calendar.
  9. Documenting the proposal for resolve.
  10. Testing the proposed resolve.
    • Implement solution.
  11. Document results
    • Close ticket with documentation.
    • Update knowledge base if necessary.
    • Route ticket to the next level with comprehensive notes and justification for transfer.