Handle Request for Service or Support, Help Desk Specialist or Owner

Description

Receive request via telephone, e-mail, in person visit, including requests from project managers for project work, etc

Log time, name, and nature of the request or problem. (on Issue Form or on call handling system)

Assess the nature of the request:

Fault

  • Determine the best person to handle the fault and assign
    Includes calls to subcontractors for handling the fault
  • (If the person taking the call can handle the first level support for the fault, See Diagnose and resolve faults).
  • Escalate if no one available

Consulting or Coaching (1 hr to 2 days)

  • Identify the requirements and possible solution
  • Agree and define areas of responsibility
  • Determine the best person to handle the request and assign
  • Indicate when the work can start if no one available (lead time = xxx)

Standard Service Request

  • Collect specific requirements (work and timescales) for SSR
  • Agree and define areas of responsibility
  • Record request for a Standard Service Service Plan
  • Determine the best person to handle the request and assign
  • Escalate if request is not within lead times.
  • Notify the requestor of the actions taken and confirm the request will be handled

 

If the caller, is not satisfied with the service or support, a client complaint is created and logged for further action.

 

Audit Criteria

  • Requests logged as an Issue (or on a Call Handling System)
  • A resource is assigned (with appropriate skills and competency)
  • The request is escalated if appropriate resources are not available.
  • Actions / Status confirmed with requester (customer, project manager, user).

Document Templates

  • Template Links
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Forms

Process Details

References

Service Management

  • Reference 1
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Additional Details