User creates problem ticket on Web tool? User has Problem End user requests asst. via email, phone,...
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User create s proble m ticket on Web tool? User has Problem End user requests asst. via email, phone, in person. No ticket created Helpdesk staff decides between them who should handle the call HD Tech visits user to investigate and fix user issue Does user requi re visit ? HD Tech applies administrative fix (i.e. password reset, access permissions) No Ye s User Classifies issue on web front end No Fixes Problem ? Issue is resolved Ye s No End: User issued resolved without ticket being created Helpdesk Assigns ticket to HD team member Assigned HD team member gathers additional info from user about the issue Does user requi re visit ? HD Tech applies administrative fix (i.e. password reset, access permissions) Fixes Problem ? HD Tech visits user to investigate and fix user issue Ye s No Helpdesk analyst updates ticket notes with resolution No Ye s IT Helpdesk End User Resolution Process Ticket Closed User create s proble m ticket on Web tool? User has Problem End user requests asst. via email, phone, in person. No ticket created User create s proble m ticket on Web tool? User has Problem Helpdesk staff decides between them who should handle the call End user requests asst. via email, phone, in person. No ticket created User create s proble m ticket on Web tool? User has Problem User create s proble m ticket on Web tool? User has Problem End user requests asst. via email, phone, in person. No ticket created User create s proble m ticket on Web tool? User has Problem Helpdesk staff decides between them who should handle the call End user requests asst. via email, phone, in person. No ticket created User create s proble m ticket on Web tool? User has Problem Does user requi re visit ? Helpdesk staff decides between them who should handle the call End user requests asst. via email, phone, in person. No ticket created User create s proble m ticket on Web tool? User has Problem HD Tech applies administrative fix (i.e. password reset, access permissions) Does user requi re visit ? Helpdesk staff decides between them who should handle the call End user requests asst. via email, phone, in person. No ticket created User create s proble m ticket on Web tool? User has Problem Fixes Problem ? HD Tech applies administrative fix (i.e. password reset, access permissions) Does user requi re visit ? Helpdesk staff decides between them who should handle the call End user requests asst. via email, phone, in person. No ticket created User create s proble m ticket on Web tool? User has Problem HD Tech visits user to investigate and fix user issue Fixes Problem ? HD Tech applies administrative fix (i.e. password reset, access permissions) Does user requi re visit ? Helpdesk staff decides between them who should handle the call End user requests asst. via email, phone, in person. No ticket created User create s proble m ticket on Web tool? User has Problem End: User issued resolved without ticket being created HD Tech visits user to investigate and fix user issue Fixes Problem ? HD Tech applies administrative fix (i.e. password reset, access permissions) Does user requi re visit ? Helpdesk staff decides between them who should handle the call End user requests asst. via email, phone, in person. No ticket created User create s proble m ticket on Web tool? User has Problem Ye s
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Transcript of User creates problem ticket on Web tool? User has Problem End user requests asst. via email, phone,...
User creates problem ticket on
Web tool?
User has Problem
End user requests asst. via email,
phone, in person. No ticket created
Helpdesk staff decides between them who should
handle the call
HD Tech visits user to investigate and fix
user issue
Does user
require visit?
HD Tech applies administrative fix
(i.e. password reset, access permissions)
No
Yes
User Classifies issue on web front end
No
Fixes Problem?
Issue is resolved
Yes
No
End: User issued resolved without
ticket being created
Helpdesk Assigns ticket to HD team
member
Assigned HD teammember gathers
additional info fromuser about the issue
Does user
require visit?
HD Tech applies administrative fix
(i.e. password reset, access permissions)
Fixes Problem?
HD Tech visits user to investigate and fix
user issue
Yes
No
Helpdesk analyst updates ticket notes
with resolution
No
Yes
IT Helpdesk End User Resolution Process
Ticket Closed
User creates problem ticket on
Web tool?
User has Problem
End user requests asst. via email,
phone, in person. No ticket created
User creates problem ticket on
Web tool?
User has Problem
Helpdesk staff decides between them who should
handle the call
End user requests asst. via email,
phone, in person. No ticket created
User creates problem ticket on
Web tool?
User has Problem
User creates problem ticket on
Web tool?
User has Problem
End user requests asst. via email,
phone, in person. No ticket created
User creates problem ticket on
Web tool?
User has Problem
Helpdesk staff decides between them who should
handle the call
End user requests asst. via email,
phone, in person. No ticket created
User creates problem ticket on
Web tool?
User has Problem
Does user
require visit?
Helpdesk staff decides between them who should
handle the call
End user requests asst. via email,
phone, in person. No ticket created
User creates problem ticket on
Web tool?
User has Problem
HD Tech applies administrative fix
(i.e. password reset, access permissions)
Does user
require visit?
Helpdesk staff decides between them who should
handle the call
End user requests asst. via email,
phone, in person. No ticket created
User creates problem ticket on
Web tool?
User has Problem
Fixes Problem?
HD Tech applies administrative fix
(i.e. password reset, access permissions)
Does user
require visit?
Helpdesk staff decides between them who should
handle the call
End user requests asst. via email,
phone, in person. No ticket created
User creates problem ticket on
Web tool?
User has Problem
HD Tech visits user to investigate and fix
user issue
Fixes Problem?
HD Tech applies administrative fix
(i.e. password reset, access permissions)
Does user
require visit?
Helpdesk staff decides between them who should
handle the call
End user requests asst. via email,
phone, in person. No ticket created
User creates problem ticket on
Web tool?
User has Problem
End: User issued resolved without
ticket being created
HD Tech visits user to investigate and fix
user issue
Fixes Problem?
HD Tech applies administrative fix
(i.e. password reset, access permissions)
Does user
require visit?
Helpdesk staff decides between them who should
handle the call
End user requests asst. via email,
phone, in person. No ticket created
User creates problem ticket on
Web tool?
User has Problem
Yes
