Diagnose and Resolve Faults, Owner

Description

Once a fault has been logged and assigned to an individual for first line support, the problem is diagnosed and resolved according to agreed SLAs. While the call is active, the Help Desk will act as the central co-ordination point for the call re-assignment and ensuring the customer is informed.

Diagnose the fault

Taking a clear statement of the problem

Determining what might have caused the problem
(power failure, component failure, keyboard error, etc)

Determining the skills required to resolve the problem

Determine the actions to resolve the problem

Reassigning the first level call as appropriate

Resolve the fault

Take actions to attempt to resolve the problem

Use any information from previous situations with similar symptoms

If necessary, escalate to Level 2 Support

If the actions do not resolve the problem, and more detailed knowledge is required, Escalate to level 2 support resources. This may include software vendors, or other technical resources.

Keep the Help Desk appraised of the status

Attempt to resolve the fault

If necessary, escalate to Level 3 Support (System Manager)

Identify appropriate level 3 support personnel to assist in the resolution of the problem

Keep the Help Desk appraised of the status

Resolve the problem.

This may be back to the original solution development team if available.

Close the Fault

Confirm with the requestor that the fault has been resolved

Record the completion of the fault on the call handling system (time and actions taken)

Audit Criteria