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Desktop Support Key Functions SOP

Desktop Support Key Function Guideline and Process overview (SOP)

Desktop Support provides computer and information systems support for all staff members.  The purpose of this update is to describe the basic level of service that will be guaranteed.

Scope

“Desktop support” is defined as any queries made by end users to the Desktop support regarding any failures, problems, issues, questions, and other matters relating to the operation and continuity of business relating to workstations, laptops, servers, web sites, software, peripherals, telephony, mobile devices, and other equipment or assets related to IT.

The range of support offered and guaranteed by the Desktop support will vary depending on the nature of the problem, the number of staff or resources available to resolve the problem, the criticality of the issue, and other factors regarding the nature of the support requested. 

exclusions

The following statements exclude the support of employees’ personal computing equipment, peripherals, software, and services.

Software Support

Support is provided for all core software packages and operating systems on workstations, servers, laptops and other computing equipment.  Support is also provided for department-specific software applications.

Please note that personally installed or unlicensed software, including screensavers, games, applications whose publishers are no longer in business, etc., will not be supported.  Installation of certain software may be illegal and in violation of policy. Failure to comply with the above could result in disciplinary action leading up to and including termination

Full list of supported applications are available on confluence and will be updated from time to time.

Hardware Support

Support is provided for all core hardware and devices. All cases of suspected hardware faults will be diagnosed accordingly. The Desktop support will attempt to fix hardware defects to the best of its ability, but may need to send equipment back to the vendor/manufacturer. Wherever possible, replacements will be found for the end user in such cases. Strict procurement processes to be followed.

Please note that personally installed or unapproved hardware, including speakers, unauthorized monitors, personal cell phones, etc., will not be supported could result in disciplinary action leading up to and including termination

Full list of supported hardware are available on FAQ Repository and will be updated from time to time 

Resolution time

The target turnaround time in processing tickets is 12 hours from the time the ticket is received.  Tickets being carried over need to be updated at least once within a 7 day period, any ticket older than 5 days needs to be escalated to your line manager.

Priorities defined

Each ticket will be logged based on the below ranking criteria.  In the event an emergency priority ticket or call arrives and conflicts with a high/normal ticket or call, the emergency priority ticket or call shall be given first response, even if work has begun on the high/normal ticket or call, i.e. Drop what you are doing.

Priority level

Description

Example

Urgent

For issues that have a direct effect on business activities. Office has lost internet connection and traders cannot see live pricing.

High

User has requested something in a short timeframe and it is stopping them from working. User is in a meeting which has already started & the VC is not functioning.

Medium

Day to day issues for incidents or requests that are not preventing the user from working. Printer is jammed, PC takes a while to boot up, Word crashes every day etc.

Low

Any issue that is not time bound or the deadline is a long way off or they tell you “there’s no hurry”. Visitor to office in 2 weeks, replacement PC due to age of existing etc.

Calls to the Desktop support

In the event an end user contacts the Desktop support technician directly via email or telephone, the user’s information will be taken down and a ticket will be created by the Desktop support staff. All tickets are to be captured via .

SLA and ticket Responsibilities

Before submitting a ticket

  • Write down any error messages.
  • Take note of what Citrix server the user is/was logged into.
  • Take note of the following:
    • IP address of the computer
    • Computer Host name
    •  Operating system
  •  Determine what the user was doing when the error occurred:
    • What application was being used?
    • Were they able to accomplish this previously?
    • When was the last time this was accomplished successfully?
    • Are others having the same issue?

Ticket system management

The target turnaround time in processing tickets is 12 hours from the time the ticket is received.  Given the high volume and complex nature of some of the inquiries received, some requests may take longer to process. Not ticket is to go unedited for longer than 7 days. Should a ticket be open for longer than 10 days, escalation to line manager is required.

Ticket Classification

  • Ensure the ticket is logged in the name of the USER with the problem and not you’re own / a secretary / whomever else. If not, change it and add the originator to the CC is on the Assignees tab.
  • Ensure the ticket is correctly categorised.
  • Is the priority set correctly? Please refer to Priorities defined.
  • Ensure the ticket is classified as an incident or a request.
  • When closing a ticket it is not acceptable to just write “sorted”. A Brief summary of the resolution is required at minimum.
  • Ensure everyone involved is listed on the assignees tab. If an entire team is listed but you’ve worked on it by yourself, remove everyone else before closing the ticket.

Ticket escalation

All calls should be logged in before escalation. This should include a detailed description of your troubleshooting steps (include screen dumps & logs) as well as the business urgency.

  • Ensure you have done a FULL SEARCH of Confluence AND to ensure you are not escalating a previously resolved & documented issue.
  • Add you’re Regional SD Manager to the ticket and let them know by email. By all means follow this up with a phone call if it is urgent.
  • Your regional SD manager will then escalate as appropriate and update the ticket.
  • You may only escalate to Operations and Application support once you have spoken to them on the phone (call <EXTENSION OR NUMBER>) and someone has agreed to take on the ticket. You should then assign the ticket to the person you spoke to. Do not assign the whole team.
  • In the event that you cannot contact someone by phone, you may email them but if you don’t receive a response saying that the ticket is being investigated in a timely manner, please escalate to your regional SD manager and follow up with a phone call.
  • Remember that YOU own the issue and are responsible for following up and ensuring the right people are assigned to the call.

Inventory Maintenance

Desktop support (You) are solely responsible for inventory management of all IT equipment for each site you are responsible for. The inventory spread sheet is to be submitted to you line manager within or before the last working day of each month, for each of your sites. Inventory Subject format: Desktop Inventory <MONTH> <SITE NAME>

new & REPLACEMENT hardware

All new & replacement equipment requests are to be initiated with a hardware request form. This should be signed by their managers prior to us ordering the hardware.

  • Ensure the ticket is logged in the name of the USER with the relevant issue/request details
  • Supply hardware request form to the user’s manager and assist manager in completing the hardware request form in fully and as accurate as possible. Please note: If a laptop is being requested attached Laptop policy must be submitted with the Hardware request form. In order to inform the user/manager of the allocation criteria.
  • Once the form is complete ensure the Line Manager of the user requesting/requiring the hardware signs and e-mails the hardware request form back to you. In the event the line manager is unable to physically sign the form email approval is also accepted. Please Note: Detailed Business Justification must be completed by the Manager approving the request.
  • Attach the form and or approval to the open <TICKETING SYSTEM> ticket.
  • Send the Hardware form, PR, and approval to your line manager for further approval and Ordering.

Hardware allocaton

With every piece of equipment allocated/assigned to a user, a hardware allocation form is to be completed by yourself, signed by the user then is to be scanned and emailed to your Line Manager as well as the relevant changes being made within your sites Inventory spread sheet.

Weekly and montly reporting

All weekly reports such as Daily check list, Weekly Objectives / status Reports as well as monthly Inventory sheets need to be submitted to your line manager on or before the final day of the week and month respectively. As well as being placed in respective IT Folders in shared folders.

Inventory Subject format: Desktop Inventory <MONTH> <SITE NAME>
Daily Checksheet Subject format: Daily Checksheet <MONTH> – <WEEK> <SITE NAME>

** Please note these processes may change at any time. Due warning will be provided by e-mail.