Hardware failure: involves a damaged or poorly performing physical device.

Software failure: includes software errors, configuration issues or compatibility issues.

Network issues: Covers problems with your network connection, speed, or stability.

Security Issues: Potential security vulnerabilities, malware attacks, or access control issues.

User support: user query, password reset or user training.

Service Request: New service installation, configuration change, or system upgrade.

Data Recovery: Recovery requests for lost data or backup related issues.

Performance Optimization: A request to improve system or network performance.

Consulting Services: The need for technical guidance or professional advice.

Other: Other questions that do not fit into the above categories.

High): Issues affecting critical business operations that require immediate resolution.

High priority: Business issues that have a significant but not immediate impact.

Medium priority (Medium): Issues that have limited impact on the business and can be arranged to be resolved in the short term.

Low priority (Low): Not urgent issues and small improvement requests can be attended to after higher priority issues are dealt with.

Informational: Information or advice that does not require immediate action.

Use a ticketing system: Modern ticketing systems allow you to mark categories and priorities via menu selection or drag-and-drop functionality.

Set rules: Set rules for the work order system to automatically classify and prioritize based on factors such as keywords, affected users or systems.

Train employees: Make sure all employees who come into contact with tickets understand how to properly categorize and prioritize them.

Continuous review: Regularly review work order processing to ensure the accuracy and effectiveness of classification and priority setting

Carefully read the content of the work order submitted by the user to understand the user's problem description, the environment in which the problem occurred, and any resolution steps the user has taken.

The type of problem (either a fault or a service request).

The time the problem occurred.

The scope and extent of user impact.

Any specific error codes or messages.

Tried solutions and their effects.

Conduct a preliminary analysis based on the problem description and try to guess the possible cause.

If possible, perform remote diagnosis, such as through a remote desktop tool or by running a network diagnostic script.

Ask the user some critical questions to further isolate the problem.

Communicate effectively with users, collect more necessary information, and give users progress feedback.

Log all interactions with users and steps taken to track the issue resolution process.

Read the ticket description carefully to understand the problem reported by the user and confirm whether it is covered by the SOP or knowledge base.

Depending on the nature of the problem, retrieve relevant standard operating procedure documents or knowledge base entries for guidance and solutions.

Follow the steps in the SOP, which may include running diagnostics, changing configuration settings, restarting services, etc.

Make sure every step is performed correctly, and if you are unsure, seek help from colleagues or superiors in a timely manner.

Follow the guidance provided in the knowledge base, which may include detailed troubleshooting steps and fixes.

If the knowledge base provides solutions to similar cases, try to apply those solutions to the current problem.

Determine whether the issue is indeed beyond the capabilities of frontline support and whether predetermined response time thresholds have been reached.

Double-check the SLA's specific provisions on response times and problem resolution times to ensure that frontline support has indeed exceeded these limits.

Communicate with users in a timely manner to inform them of the current status of the issue and the planned escalation process. If possible, provide an expected resolution time.

Collate all relevant information, including ticket records, actions taken, and any relevant log files or error codes, in preparation for handoff to higher-level support.

Escalate issues to second- or third-line technical support teams based on your company's internal processes. This usually involves changing the assignment or priority of the work order in the work order system.

Maintain communication with the superior support team, provide necessary assistance, and regularly follow up on problem resolution progress.

Update the status of the work order in the work order system, such as "Upgraded", "Waiting for superior support", etc.

Continue to monitor whether the superior support team's handling of issues complies with the SLA.

Report the latest progress and expected resolution time to users, maintaining transparency to maintain user trust.

Once the issue is resolved, make sure to conduct final verification with the user and document the resolution process and results in the ticket system.

According to the provisions on satisfaction survey in the service agreement, plan the time, method and content of the return visit.

Design a questionnaire or prepare an interview guide to ensure that the questions cover all aspects of the service, such as response time, problem-solving ability, communication quality, etc.

Inform users in advance that a satisfaction return visit will be conducted at an appropriate time and obtain their consent.

Return visits can be conducted by phone, email, online survey, or face-to-face meeting.

Make sure you communicate in a polite and professional manner so users feel their opinions are valued.

Record user feedback in detail. Whether it is a positive or negative review, it should be recorded accurately.

Analyze the data collected to identify strengths and weaknesses in service quality.

Organize the results of the return visit into a report and present it to management and relevant teams so that appropriate decisions and improvement measures can be made.

Develop specific service improvement plans based on user feedback and the service team's analysis results.

Confirm the type of information that needs to be released, such as planned system outages, unplanned maintenance, system upgrades, new feature releases, etc.

Gather all relevant details such as scope of services affected, estimated time frame, cause, expected impact, and actions users can take during this time.

According to the organization's communication policy, select appropriate announcement channels, such as internal email systems, corporate social networks, portals, SMS notifications, etc.

Ensure channels can reach all affected user groups.

Write announcements using clear, concise language.

Include all necessary information points such as: start time, estimated end time, affected systems or services, temporary solutions for users during the outage, contact information, etc.

According to different service target scopes, multiple language versions of announcements are provided to meet the needs of different users.

Ensure announcements receive appropriate management approval before publishing.

For major system changes or outages, a higher level of approval may be required.

Make announcements long enough in advance of planned events so users can prepare.

If using multiple channels, ensure messaging is consistent across platforms.

If the event is extended or there are any changes, the announcement information will be updated in a timely manner.

Keep announcements current until the incident is fully resolved.

After the event is over, the announcement and related information will be archived and recorded for future reference.

Ensure archived information can be easily accessed and retrieved.

Collect user feedback to evaluate the effectiveness of announcements and user satisfaction.

Gather any suggestions for improvements to the announcement process.

After the incident is resolved, if necessary, provide a detailed review or follow-up notification explaining what happened, what issues were resolved, and future preventive measures.

Receive requests for configuration item changes from project managers, operations teams, or other stakeholders.

Evaluate the possible impact of changes on existing systems, services, and other configuration items before implementation.

Ensure that all change requests have received appropriate management approval and comply with the organization's change management process.

Gather all necessary information such as change details, affected configuration items, relevant documentation and approval files

Follow the configuration management process to make necessary updates in the configuration management system. This may include adding new configuration items, modifying the properties of existing configuration items, or removing items that are no longer used.

After completing the update, verify that the information in the configuration management system accurately reflects the state of the actual environment.

If the change affects any official documentation (such as network diagrams, hardware inventories, etc.), make sure these documents are updated accordingly.

Send change notifications to relevant teams and individuals to ensure they are aware of the latest configuration information.

Regularly back up data in the configuration management system to prevent data loss due to unexpected circumstances.

Ensure that each update leaves a detailed history of changes in the configuration management system, including who, when, and what changes were made.

Conduct regular configuration management audits to ensure system accuracy and compliance with relevant regulations and standards.

Continuous improvement: Continuously optimize the configuration management process and system based on audit results and user feedback.

The SLA should clearly stipulate key indicators such as service scope, response time, and resolution time provided by the service desk to ensure that customers have reasonable expectations for services.

Maintain open lines of communication with customers to ensure they understand the function of the service desk, service processes, and external factors that may impact service.

As your service desk handles requests, provide real-time status updates to keep customers informed of progress, which can help manage their expectations.

Collect customer feedback through questionnaires, satisfaction surveys, etc. to understand their satisfaction with the service and make improvements based on the feedback results.

Conduct expectation management training for IT support staff to teach them how to effectively communicate with customers and set reasonable service expectations.

First Call Resolution Rate (FCR)

Service Level Agreement (SLA) Compliance Rate

average response time

Average processing time (AHT)

customer satisfaction

Work order quantity

service quality

Knowledge Management Contribution

Teamwork and communication

Continuous learning and development

Follow procedures and policies

Creativity

In the traditional service request submission method, users can call the service hotline to directly communicate with the service desk personnel. Some advanced telephone systems support the SIP protocol, which can pop up the screen for incoming calls and automatically associate customer information to facilitate quick response and processing of work orders.

Users can submit service requests by sending emails, and the service desk can convert the emails into work orders for processing. In addition, it also supports email reply to work orders, allowing users to follow up on problem status without logging into the system.

Provide real-time online support, users can communicate with service desk personnel instantly through web forms or online customer service channels.

Users can access the self-service portal to submit requests, query FAQs, download required resources, etc., which improves service efficiency and reduces the burden on the service team.

For example, WeChat, DingTalk and Yunzhijia, etc., users can initiate service requests on these platforms and receive services such as online customer service and work order processing.

It is suitable for IT services with a fixed customer base. Users can quickly initiate sessions, remote requests and work order submissions directly through the desktop.

It is aimed at newcomers who have just joined the IT service desk, and the purpose is to familiarize new employees with the working environment and basic operating procedures.

For service desk personnel with a certain foundation, the training content will be more in-depth, aiming to improve employees' professional skills and service quality.

For senior IT service desk personnel, it helps develop team leaders and decision-makers.

For service desk management, aiming to improve managers' leadership and organizational skills.

The rights management center restricts users' access rights based on the security rules or policies set by the system, so that users can and can only access the resources they are authorized to.

Enterprise IT administrators can define different roles for the system and assign these roles to users. This is role-based access control (RBAC), the most common way to manage permissions.

The main purpose of permission management is to prevent risks caused by lack of permission control or improper operation, such as operational errors, privacy data leakage and other issues.

Permission management systems usually involve three basic elements: accounts, roles and permissions. The account represents the user's identity, the role serves as the bridge between the account and the permissions, and the permissions define the operations that the user can perform and the range of data that can be accessed.

The authority management center implements the management of user functions and data authorization through the relationships between users, departments, roles, and functions.