A ticket is directed to the local Desktop Support queue qualifying the need for local onsite support to resolve the issue.
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.
The ticket is assigned to a technician.
Responding to Ticket
Opening the ticket as soon as possible.
Based on priority level set by Service Desk, the Desktop Support agent responds accordingly.
Service Desk notes
Review the notes from Service Desk.
Researching the issue
Investigate possible solutions based on probable cause and providing efficient troubleshooting steps.
Contacting the user
Based on availability, phone should be the preferred method.
Request to visit or set an appointment on the calendar.
Documenting the proposal for resolve.
Testing the proposed resolve.
Close ticket with documentation.
Update knowledge base if necessary.
Route ticket to the next level with comprehensive notes and justification for transfer.