The Tech Support Manager should develop an Information Technology Troubleshooting Plan, using ITTS104-1 IT TROUBLESHOOTING PLAN as a guide, and submit the Plan to Information Technology Managers for review, comments, and possible revisions. If Information Technology Managers requests revisions to the IT Troubleshooting Plan Template, the Tech Support Manager should revise the Plan and submit the revised Plan to Information Technology Managers for review and final approval.
Upon Information Technology Managers’ approval, the Tech Support Manager should ensure communication of the Plan to Tech Support personnel and should oversee implementation. If a computer equipment problem is suspected, the user should first attempt to correct or verify the problem, following the User Troubleshooting Guide, before contacting the Help Desk. If the user is unable to solve the problem, he/she should contact the Help Desk for assistance. The Tech Support Manager should investigate and attempt to resolve the problem in accordance with ITTS104-1 IT TROUBLESHOOTING PLAN.