EMNAMBITHI/LADYSMITH MUNICIPALITY INFORMATION TECHNOLOGY HELPDESK POLICY

Transcription

1 EMNAMBITHI/LADYSMITH MUNICIPALITY INFORMATION TECHNOLOGY HELPDESK POLICY Emnambithi/Ladysmith Municipality IT Helpdesk Policy 2015/2016 Page 1 of 6

2 Document Configuration Management Document Identification File Name Helpdesk Policy.pdf Current Version Version 3 Implementation Date Document History Preparation and Review Actioned Name Designation Date Version Prepared Ms S Sewsanker IT Technician 27/03/ Reviewed Mr SD Hlophe Manager: Corporate Services 27/03/ Prepared Mr DM Fourie IT Technician 07/05/ Reviewed Mr SD Hlophe Manager: Corporate Services 08/05/ Approvals Version Committee Date 2 Management Committee Meeting 01/04/ Support Services Portfolio Committee 03/04/ Executive Council 09/04/ Council 23/04/ Management Committee Meeting 26/05/ Support Services Portfolio Committee 04/06/ Executive Council 25/06/ Council 25/06/2015 Emnambithi/Ladysmith Municipality IT Helpdesk Policy 2015/2016 Page 2 of 6

3 CONTENTS 1. Introduction Objective of the IT Helpdesk Policy Definitions Council Councillor Employee Electronic Equipment 4 4. Call Logging Procedures Escalation of Calls Logged Priority Levels... 6 Emnambithi/Ladysmith Municipality IT Helpdesk Policy 2015/2016 Page 3 of 6

4 IT HELPDESK POLICY INTRODUCTION The Information Technology Section receives numerous calls on a daily basis from users of the Emnambithi/Ladysmith Municipality to report problems or difficulties they are experiencing with their Information Technology equipment and/or software. In order to effectively manage all problems, a Helpdesk system was put into place where users can log their problems, obtain a log number and follow up on the progress made in terms of the job logged. The Helpdesk system also serves as a reporting tool for the Information Technology Department. OBJECTIVE OF THE IT HELPDESK POLICY The purpose of the Information Technology Helpdesk Policy is to clearly outline all procedures to be taken and followed when users are experiencing difficulties or problems with their Information Technology equipment and/or software and the procedures to be followed by the Information Technology staff once jobs are logged on the Helpdesk system. The IT Helpdesk Policy applies to all employees of the Emnambithi/Ladysmith Local Council. DEFINITIONS In this policy, words used in the masculine gender include the feminine, the singular includes the plural and vice versa and unless the context otherwise indicates "Council" means the Municipal Council referred to in terms of Section 157 of the Constitution. "Councillor" means a full time councillor who has been elected or appointed to an office which has been designated as full-time in terms of Section 18 (4) of the Local Government : Municipal Structures Act, 1998 (Act No. 117 of 1998) and shall include a politically elected member of the municipal council for the municipality. "Employee" means any person who: a) has been appointed by the municipality to a position of employment, either in a permanent or temporary capacity; b) receives or is entitled to receive remuneration therefore; and, c) in any manner assists in carrying out or conducting the functions and powers of the municipality, and "employed" and "employment" have corresponding meanings. means electronic communication that may be sent to another user within the Municipal s information system or to a user outside the Municipal s system via the internet. Electronic Equipment shall mean all electronic equipment, software and/or data used in the performance of official duties and shall include computers, fax machines, printers, scanners, photo copiers and all ancillary equipment associated with the use of computers and any computer network Emnambithi/Ladysmith Municipality IT Helpdesk Policy 2015/2016 Page 4 of 6

5 CALL LOGGING PROCEDURES The following procedures must be followed by all employees who experience any problems with their IT equipment: 1. Contact the IT Helpdesk Officer on ext Clearly explain all problems experienced and if any self-attempts were made to rectify the problem. 3. Request a log number from the person logging the call. This number must be used in all correspondence (telephonic and ) when follow-ups are done on the call logged. 4. The job will be logged on the Helpdesk system and a Job Sheet will be generated and placed on the relevant IT Technicians file. 5. The IT Helpdesk Officer will notify the relevant IT Technician of the problem based on priority level of the call. (See section: Priority Levels) 6. The IT Technician will resolve the matter within 48 hours. (Depending on complexity of job and /or if additional spares or software is required to complete the job) 7. The user (if available) must sign off the Job Sheet once the problem has been rectified. 8. The Job Sheet will be signed off by the Technician who will indicate what actions were taken to resolve the fault. 9. The Job Sheet will be signed off by the Manager Information Technology. 10. The Helpdesk officer will file all completed Job Sheets. 11. The Manager Information Technology will submit monthly reports of all jobs logged and completed to the Executive Manager Corporate Services. It must be noted that the IT Technicians will not attend to any problems if the above procedures were not followed and the problem was not logged. ESCALATION OF CALLS LOGGED If the job logged needs to be escalated or have not been completed within the set timeframe, the following procedures must be followed: The following line of communication must be followed to escalate the job; 1. The Manager Information Technology. 2. The Executive Manager Corporate Services. 3. The Municipal Manager. The job number must be quoted and the reason for the escalation must be valid. Emnambithi/Ladysmith Municipality IT Helpdesk Policy 2015/2016 Page 5 of 6

6 PRIORITY LEVELS Even though it is acknowledged that all work done in Council by their employees are considered important, there are certain problems that affect key areas of the Emnambithi/Ladysmith Municipality and in the interest of Service Delivery, these areas must be resolved with the utmost urgency. Therefore, the Priority Levels of jobs logged are as follows: 1. All cashiering problems 2. All enquiry counter problems (dealing with public only) 3. All problems affecting pay-run only 4. Network related problems affecting more than three people at once 5. All problems experienced by Councillors 6. All problems experienced by Senior Management 7. All revenue related problems 8. All pay office problems 9. All other problems Emnambithi/Ladysmith Municipality IT Helpdesk Policy 2015/2016 Page 6 of 6