ManagementHelpDesk
2012-08-13 09:35:20 5 举报Help Desk Process
作者其他创作
大纲/内容
Helpdesk Tech
Phone call(or in person)
E-mail
Close ticket
Create open ticket
Customer
Evaluates problem
Resolves problems?
Initiate extemal service request
Resolved?
Implement solution
Assign ticket
Records satisfaction results for follow-up
IT Servcie Center WN address
Vendor
Record stored in database
Can solve directly?
Web request
Technician
Automated System
Complete ticket
Respond vwi 3days?
Created completed ticket
Determine actionwork requirede
BPA in place?
Analyze and address problem
Ticket automatically created in Helpdest
Instruct Technician
Advise customer
ISC Superviser
Automated request to confirm resolution(&satisfaction survey)
Service or replace as agreed
Washington product?
Solved?
In- house solution?
Information System Help Desk
Acquistions porcess
Management decision customer
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