Preview

1 Help Desk Standard Operating Procedures (Sop)

Satisfactory Essays
Open Document
Open Document
342 Words
Grammar
Grammar
Plagiarism
Plagiarism
Writing
Writing
Score
Score
1 Help Desk Standard Operating Procedures (Sop)
1 Help Desk Standard Operating Procedures (SOP)
The purpose for this document is to describe the procedures and standards of performance associated with the Turnpike Traffic Operations Help Desk section.

1.1 Current Operations
Help Desk operations is a function of the Traffic Operations network team. The Help Desk specialist is responsible for maintaining a database with current status of all trouble calls.

1.2 General Duty Description

 Provide telephone and desk-side support for all software programs and applications supported by the Florida’s Turnpike Enterprise.

 Log all calls and incidents into the help desk tracking database.

 Prioritize, analyze, route and resolve problems in a timely manner.

 Handles end user requests for hardware and software support communicating via -telephone, Web, e-mail, and/or in person.

 Creates and oversees the knowledge deployment process, including gathering source information for the knowledge base and interviewing knowledge holders.

1.3 Level of Service

 Provides support during the designated operational shift hours and offers on-call and after-hours support.

 Utilize a logical and structured approach to troubleshooting and decision making with an emphasis on superior customer service.

 Coordinates the solution of system errors with the implementation team and internal and external technicians.

 Escalate unresolved calls to the lead technician or the helpdesk manager.

 Follow-up with IT staff and end-users on open customer service requests and unresolved issues.

 Close and document all calls in a timely fashion.
 Provide one on one training when needed and offers basic user education related to the use.

1.4 Reports and Statistics

 Tracks issues and trends and presents reports on a monthly basis.

 Reports trends to the project team; performs other duties as assigned.

 Maintain accurate documentation of systems, utilizing tools like MS Visio and Change

You May Also Find These Documents Helpful

  • Good Essays

    * Wager, K. A., Frances W. Lee, John P. Glaser & Lawton R. Burns (2009). Health…

    • 710 Words
    • 3 Pages
    Good Essays
  • Satisfactory Essays

    FXT2 Task 1

    • 1206 Words
    • 7 Pages

    -- Work with Operations team to define policies and procedures. They will also define essential personnel…

    • 1206 Words
    • 7 Pages
    Satisfactory Essays
  • Satisfactory Essays

    Internal Customers

    • 289 Words
    • 2 Pages

    6. Understand how to monitor and evaluate internal customer service and the benefits of this…

    • 289 Words
    • 2 Pages
    Satisfactory Essays
  • Good Essays

    Need and Conversation

    • 921 Words
    • 4 Pages

    Bill, a project manager from a financial firm, calls the computer support hotline and expresses his frustrations with the software he has just purchased from your company. He is a new customer and has little experience with how to use the software.…

    • 921 Words
    • 4 Pages
    Good Essays
  • Satisfactory Essays

    o explain how you will collate your results and mock up a report to show…

    • 1271 Words
    • 6 Pages
    Satisfactory Essays
  • Good Essays

    Nt1330 Unit 4 Business

    • 662 Words
    • 3 Pages

    They will also start to streamline the company’s communication with customers and vendors to conform with the company’s business practice, for this end, they will be receive training on the company’s cooperate business practices. They will be expectected to have a good command of computer based communication platforms and demonstrate adaptability in taking on their new roles.…

    • 662 Words
    • 3 Pages
    Good Essays
  • Satisfactory Essays

    Safety Office include the development of safety programs using engineering, education, emergency services, and law enforcement that reduce hazards and collisions for drivers, pedestrians, and other road users.…

    • 410 Words
    • 2 Pages
    Satisfactory Essays
  • Satisfactory Essays

    The Technix Computer Corporation recently finished construction of a customer service phone center in New Delhi, India. Phone center agents will be responsible for answering technical questions from customers around the globe. Technix has hired 55 local computer experts as phone agents, and a training session is underway. Technical specialists and call center specialists from the United States have flown to India to train the new Indian employees. Hank Patelli, a senior manager of a Technix phone center in Michigan, will oversee the New Delhi phone center for six months until a local manager is hired and trained to replace him.…

    • 536 Words
    • 4 Pages
    Satisfactory Essays
  • Good Essays

    The competence of the applicants should be carefully evaluated during the hiring process. It is important to evaluate the technical skills and the communication skills in offering required support. The interviewing technique that works best is behavioral interviewing. In case of behavioral interviewing, the past behavior of the applicant is evaluated. If the past experiences of the applicant show considerable evidence of good communication skills then the person is selected. If the most competent people are selected then the firm can have expectations of high service quality from them. The help desk manager can expect high problem resolution expectations and keep the help desk within the available budget. Also if a competent person is selected the number of customers being supported will also go high, the duration of resolution time, and the credibility of the help desk will improve. If he most competent people are hired the service level agreements will include challenging objectives. These can be in the form of volumes of calls and queries received. If the hires are competent the resolution time will also be low for each type of problem. My experience with the help desk for a computer is that a competent person resolves the problem to the satisfaction of the customer. Certain functions were not working on my computer the help desk resolved it within seven…

    • 709 Words
    • 3 Pages
    Good Essays
  • Good Essays

    Microsoft Excel Questions

    • 305 Words
    • 2 Pages

    · Once the causes are identified, describe a step-by-step troubleshooting process to help the customer complete the task.…

    • 305 Words
    • 2 Pages
    Good Essays
  • Better Essays

    It is difficult to have a clear understanding of how the work was spread out. So it is management’s task to have a system in place that provides a fair understanding of what is expected from the team. Team appraisal systems require that each individual be responsible for their own contribution. Although, the team is appraised as a whole, individuals should hold it their responsibility to contribute fairly. Another necessity in team would be to allow team members evaluate each other. Each member knows exactly what he/she contributed so therefore they can rate other members of the team depending on their…

    • 1967 Words
    • 8 Pages
    Better Essays
  • Satisfactory Essays

    * Participated in the implementation of ClinDoc, Inpatient EpicCare, Ambulatory EpicCare, MedRec, CPOE, NoteWriter, ASAP, Willow, and ADT with hospital systems throughout the country…

    • 615 Words
    • 3 Pages
    Satisfactory Essays
  • Good Essays

    Responsibilities: Develop and monitor the business plan, budgets and project cash flow, locate any necessary investors and payment of all project expenses incurred by the project staff.…

    • 740 Words
    • 3 Pages
    Good Essays
  • Good Essays

    Operations: assist with developing strategy, and identifies, assigns, and supervises the resources needed to accomplish the incident…

    • 440 Words
    • 2 Pages
    Good Essays
  • Good Essays

    cmis 102 homework 3

    • 452 Words
    • 2 Pages

    A training program being in place to prevent employees not knowing how to use, how to prepare against a software failure and prevent customers from being mad if they have to use the software.…

    • 452 Words
    • 2 Pages
    Good Essays

Related Topics