While we do our best to process service requests as quickly as possible, we may not be able to resolve all issues the same day. Expect a technician to contact you regarding your request within two days. If your technician is unable to resolve the problem to your satisfaction, they may escalate the request to an appropriate supervisor. This process ensures that all requests to the help desk are resolved to our clients’ satisfaction. All logged Service Requests are assigned levels of Priority (urgency) based on the following aspects:
- the amount of productivity lost
- the number of customers affected
- the overall business impact to the issues
Priorities also have time allotments (ETA's) assigned to them to show an estimated time of resolution:
- Critical: to be resolved within eight business hours
- High: to be resolved within two business days
- Medium: to be resolved within five business days
- Low: to be resolved within ten business days
Dispatching a Request
If the request must go to a field technician, the request will be dispatched. These requests usually pertain to hardware break/fix service or special software installation and troubleshooting instances. The Help Desk professional will contact the field technician, wait for a response from the field technician and collect information on a plan of action, estimated time of arrival, and an estimated time of completion. This information will be entered into the case management software and the customer will be contacted and provided an update with the above three pieces of information via the case management system. The field technician will arrive at the customer’s site to resolve the request. Another site visit may be necessary if hardware is not available at the time of the first site visit. The field technician will stay in contact with the customer on any additional information pertinent to the plan of action and the Help Desk is available for escalation and service inquiry.
Escalating a Request
The Help Desk Analyst will escalate to an on-site staff member, second level support and/or to additional individuals listed on the escalation list. A contact is escalated when the total contact owner is unable to resolve the issues or when the request is not being resolved in the time set by the assigned priority level.