Information Technology Help Desk Procedures and Guidelines

Transcription

1 KI IINNGG SSAAUUDD BBI IINN ABBDDUULLAAZZI IIZZ UNNI IIVVEERRSSI IIT TYY FFOORR HEEAALLT THH SSCCI IIEENNCCEESS COOLLLLEEGGEE OOFF MEEDDI IICCI IINNEE Medical Information Services (MIS) MIS Help Desk Information Technology Help Desk Procedures and Guidelines Help Desk Summary All requests for Help Desk support require an electronic form submitted to the Help Desk. Support is defined as any request requiring time or action taken by I.T., regardless of detail. Issues requiring immediate assistance will be accepted via verbal, phone or communication, but the electronic form is ultimately required and may be entered to the Help Desk on behalf of the requestor. The Help Desk agent reserves the right to audit issues and lower priority or provide a workaround in place of immediate priority. A unique ID will be assigned to each issue entered into Help Desk. This number will be referenced in all subsequent communications for tracking, updates and closing purposes. Help Desk Team members may review priority levels on all incoming form for accuracy. The Help Desk system sent alerts for all submission, update, routing and closure of the electronic forms. Contacting the Help Desk MIS Help Desk support hours will be from 8:00 AM 5:00 PM, Saturday through Wednesday. MIS Help Desk support Phone Number: MIS Help Desk helpdesk@ksau-hs.edu.sa MIS Help Desk URL

2 Responsible Parties The IT Manager has overall responsibility for the Help Desk service requests. 1- First category support will be provided by the Help Desk Team members. First category support is defined as any issue the Help Desk can resolve without assistance. 2- Second category support will be provided by the IT Manager and associated members. Second category support is defined as any issue that MIS can resolve without assistance, but may require research or further input from other support teams. 3- Third category support will be provided by all associated team members as well as external vendor support. Category three level supports is defined as any issue that absolutely requires external assistance Help Desk Responsibilities Help Desk Specialist will provide: On-site support as needed and required. Contacting the appropriate team members to respond to the request for support, as needed. This would include contacting resources internally as well as externally to MIS. Responding to user requests for assistance in a timely manner. Once notified of a request for support, Help Desk Team member will respond accordingly based on the priority assigned to the issue as listed in the [Priority Levels] section. If information needed to process the request and assign priority is incomplete, then the Help Desk member will request additional information, but delays may occur. Communicating with the user on progress in resolving the call. Help Desk Team members will provide regular status updates for critical and high priority open issues. Weekly updates will be provided for medium and low priority open issues. All status updates will be delivered by a reply to the requestor within the form, by telephone with contact or by internal . Proposing a viable workaround when possible. Help Desk Team members will make every effort to provide alternate means to complete a task that a user is attempting to perform. Any workaround will take all needs into consideration. Documentation on the progress and resolution in the Help Desk system, notify the user that their issue has been updated or resolved, how it was resolved, complete/correct any form information and then close the request. User communication may occur via Help Desk form update, or phone.

3 Priority Levels 1- IMMEDIATE (01 minute 15 minutes I.T. Response) Serious problems are affecting department or work stoppage issue. Incidents at this level will be immediately addressed and followed through until resolution. This level of priority supersedes all other service tasks, assignments, and projects. (All available resources utilized pending resolution) minutes 1 hour serious problems are affecting department or stoppage issue. IT response will be as supported solutions by specialist (IT Manger, Network administrator, Database administrator, system administrator. Example : Network disconnection. 3-8 Hour - System down, users reported equipment unable to operate or perform tasks, no alternate procedure available. Examples: building power failure. 4-1 Day Able to work at acceptable level awaiting service appointment. 5-2 Day - Software installation, upgrades, adjustments. Also includes requests for service that can be scheduled in advance such as work-orders, equipment installations; Scheduled services, upgrades and adjustments will be at the user's convenience whenever possible. Request Forms Receipt Help Desk Team members will receive all engagements via the helpdesk system. The following information will be reviewed when form is received. Incomplete or inaccurate information can result in extended resolution times. Date received Time received Requestor: who is having the problem? Who needs to be notified? Equipment/Application affected. Detailed description of problem or issue, including actions being attempted, error messages, etc. Priority requested Form Queue assignment.

4 Escalation If the request requires advanced-level technical assistance, or technical assistance from another group to resolve the issue, Help Desk Team members will escalate the form to the ( System administrator Network Administrator. Database Administrator. Developing Administrator ) Help Desk Team Members are responsible for notifying the requestor when an issue has been escalated. The Network Administrator will determine if a resolution can be reached, or whether the request needs to be further escalated. If the issue can t be resolved internally, the request will be escalated to the appropriate external vendor support. The next escalation will assign the request to vendor support, noting the assignment (change of ownership) in the request. The issue will be updated in the Help Desk with relevant comments and escalation details. Direct Escalation Requests received by the Help Desk that should be directly forwarded for escalation will be handled in the following manner: Help Desk team members will create a request if called, or will review the request if created directly by a requestor. The Help Desk will create tickets on behalf of a user only on escalated issues. All other issues should be submitted directly by the end user. Once it s determined that the issue should be handled by another support team, it will be assigned to the appropriate queue. The Help Desk team member will contact the end user to advise them that the issue has been forwarded to another support team, and they will obtain and/or provide any additional information. Contacting with MIS team: MIS Developer team Phone Numbers: 41071, 41073, 41074, MIS Database Administrator phone number: MIS Network administrator phone number: 47886

5 Responsiveness Help Desk team members, including advanced-level support teams, will be expected to respond to issues according to the order in which they are received, status, and the assigned priority. However, team members may change the priority as needed. Such changes will be communicated to the requestor as soon as they are made, usually via alert. Critical requests will be given top priority for immediate support. Other requests will be addressed according to the assigned priority, and the age of the issue. Reporting Requirements Help Desk Team members may be asked to create reports based on criteria such as status, priority, open date, and close date. Such reports may be run daily so that the Help Desk Team Managers can monitor service request status, and provide the most timely users service possible. Status on open and active service requests will be provided by replies within Request Tracker to the requestor. In addition to these daily status reports, the Help Desk Team may develop reports that will measure help desk effectiveness, based on our established criteria for issue resolution. These reports will be run according to a regular schedule The Help Desk Team may also create reports to provide information about areas where additional documentation or training for the end-user might be necessary.