Ict service desk team meeting
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Transcript of Ict service desk team meeting
29th January 2014
Agenda Service Desk Huddles not Cuddles
Priority Setting
High Priority Incidents
Service Requests and Incidents
Duty Desk
Breached Calls
Current Calls List
The Voice
Anything Else
Huddles
Monday Morning Meetings – 15 minutes
What’s happening
What’s Good
What’s Bad
Anything to think about
Priority Setting
One person in CSC cannot get into ActiveH
The Homebuy team have no network connection
Garden Court telephones are not able to receive external calls.
All Orbit users cannot login to their PCs or Laptops
Major Incident Process
What currently happens?
What should happen?
Major Incident Process
Log the Master and create a new heatboard
issue (Global)
Alert technical resource, assign the call and alert
via email
Monitor the master call and obtain an update
every 30 MinutesUpdate the Master call Update Tweet / Skype
Log, link and close further calls (inform
customer call is being linked )
Alert Julie/Jason:-Tickertape / news / SMS
/ Phones
Julie / Jason check call for update every 30
minutes and communicate as
necessary
Tweet / Skype
Service Requests / Incidents
Service Request – A request from a User for information, or advice, or
for a Standard Change or for Access to an IT Service.
I would like to have, I need to have, I haven’t already got it.
Incident - An unplanned interruption to an IT Service or a reduction in the
Quality of an IT Service. Failure of a Configuration Item that has not yet impacted Service is also an Incident.
it’s broken, I’ve already got it / use it but it won’t work.
Which is Which? Auditors AD account set up How do I access cittrix from home I need access to Afzal’s mailbox How do I get voicemail I can’t access voicemail. I need a new laptop My iPad won’t open outlook Need to find a report on ActiveH I’m locked out of my laptop I need a printer pin number My printer pin number won’t work ActiveH is running slow
Duty DeskFrom Next Monday
1st 8am shift covers ATG from 8 until 4
10am shift covers ATG from 4 until 6
Call List Review Breaches
Call List
The Voice