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The Help Desk contact should identify, categorize, and assign an Incident ID or Trouble Ticket number and complete the Tech Support Log Template. The Information Technology Support Center Manager should prepare a weekly report based on ITTS102-1 TECH SUPPORT LOG, listing Trouble Reports that occurred in the last week and categorizing by nature and severity. The weekly report should be submitted to Information Technology Managers, which should use to help allocate resources and plan the workload accordingly.
The Support Center operates a “help desk” to assist computer and network users at every level with any computer-related problems they may encounter. The help desk should categorize and prioritize user problems so that Support Center resources are assigned appropriately. Information Technology Managers should periodically (at least monthly) review Tech Support Logs, user satisfaction surveys, and other sources of information, analyze the data on response times and satisfaction levels, and identify issues and trends.
Format: Microsoft Word 2013 (.docx)
Manual: IT Policies and Procedures Templates
Category: IT Training & Support
Procedure: IT Support Center Procedure ITTS102