Stages of Desktop Support

(720) 722-2385

Employers        Job Seekers

Hire Smarter.
Grow Your Workforce.
  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.
    • Assign ticket to a technician.
  4. Responding to ticket.
    • Open 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.