Process of Resolving Problems
Assistance requested (by user) form the help desk
Trouble ticket created and maintained by the trouble log
Problem resolved by the receiving staff members
- If not resolved, problem is escalated
Levels of problem resolution process
- Help desk: Resolve about 85% of problems
- Staff members with specialized skills specific to the problem at hand: Brought in when help desk can’t solve
- Technical specialists with a higher level of training: Contacted by level 2 to look into harder problems