LIVE - Maryville University
LIVE - Maryville University
LIVE - Maryville University
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Help Desk Process!<br />
• First Call Resolu9on: When users call or visit the Help Desk every <br />
aXempt is made to resolve the service request while the user is on <br />
the phone or present. <br />
• Escala9on: If an issue cannot be resolved while the person is on <br />
the phone or at the Help Desk, the %cket is assigned to the person <br />
who can best solve the issue. When the %cket is assigned, an email <br />
is sent to the technician informing them of the assignment. The <br />
assigned technician then works on the %cket and closes when <br />
finished. <br />
Referring Users to other IT staff: Help Desk staff will do their best <br />
to service the customer but there are %mes when the customer is <br />
directed elsewhere so that the appropriate personnel can assist. <br />
Examples of this include support for Desire To Learn (D2L) <br />
MARYVILLE UNIVERSITY <br />
4!
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