Help Desk Outage Template - DOC

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Help Desk Outage Template document sample

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Help Desk, Services Agreement, End User, Transition Services, Technical Support Manager, Support Center, Computing labs, Princeton University, Information Technology, Outage Notice

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4 CONCOURSE PARKWAY
SUITE 290
ATLANTA, GA 30328
800.350.5781

Standard Operating Procedures
(Template)
for
ABC Company

ENTERPRISE SUPPORT SOLUTIONS
ABC Company Help Desk

TABLE OF CONTENTS

General Information ............................................................................................................................... 5

Purpose of Standard Operating Procedures Manual .......................................................................... 5
The ABC Company Overview ............................................................................................................. 5
ABC Company Core Business Description..................................................................................................5
ABC Company Vision and Mission ...............................................................................................................5
Geographical Location of ABC Company ........................................................................................... 5
ABC Company Organizational Chart .................................................................................................. 5

ABC Company Help Desk ...................................................................................................................... 6

Welcome to the ABC Company Help Desk ......................................................................................... 6
ABC Company Help Desk Vision........................................................................................................ 6
ABC Company Help Desk Mission ..................................................................................................... 6
ABC Company Help Desk Purpose .................................................................................................... 6

Operational Information ......................................................................................................................... 7

Hours of Operation ............................................................................................................................. 7
Products and Services ....................................................................................................................... 7
Holiday Schedule ............................................................................................................................... 7
Tardiness ........................................................................................................................................... 7
Inclement Weather Days .................................................................................................................... 8
Paid Time Off (PTO)........................................................................................................................... 8
Schedule Criteria................................................................................................................................ 8
Schedule Change Requests ..........................................................................................................................8

ABC Company Help Desk Guidelines .................................................................................................... 9

ABC Company Help Desk Staff Roles and Responsibilities................................................................ 9
ABC Company Help Desk Level One Job Description ..............................................................................9
Total Contact Ownership (TCO) Process ........................................................................................ 9
Expectations of Professional Work Behavior ...................................................................................... 9
Expectations of Customer Behavior ................................................................................................... 9
Telephone Usage ............................................................................................................................... 9
Telephone Coverage ........................................................................................................................ 10
Breaks and Lunch ............................................................................................................................ 10
Personal Equipment ......................................................................................................................... 10

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ABC Company Help Desk

Work Area ........................................................................................................................................ 10

ABC Company Security Policies .......................................................................................................... 11

ABC Company Policy on Acceptable Computer Use ........................................................................ 11
Background .....................................................................................................................................................11
Policy ...............................................................................................................................................................11
ABC Company Policy on Providing Access to Applications and Servers .......................................... 11
Background .....................................................................................................................................................11
Policy ...............................................................................................................................................................11

Help Desk Tools and Technology ........................................................................................................ 12

<Case Management System> .......................................................................................................... 12
Overview .........................................................................................................................................................12
Logging a Case ..............................................................................................................................................12
Case Logging Procedures ................................................................................................................ 12
Information Included In Every Case ............................................................................................................13
Master Case Referencing .............................................................................................................................14
Contact Logging .............................................................................................................................................14
ABC Company Support Organization .........................................................................................................14
Case Escalation .............................................................................................................................................14
End of Shift Procedures ................................................................................................................................15
VIP Personnel.................................................................................................................................................15
Telephone System ........................................................................................................................... 15
Introduction .....................................................................................................................................................15
Logging In .......................................................................................................................................................15
Not Ready .......................................................................................................................................................15
When To Be Logged In .................................................................................................................................15
Warm Transferring a Call .............................................................................................................................15
Conferencing a Call .......................................................................................................................................15
Placing a Call on Hold ...................................................................................................................................16
Telephone System Diagram.........................................................................................................................16
Knowledge Base .............................................................................................................................. 16
Overview .........................................................................................................................................................16
Logging In .......................................................................................................................................................16
Knowledge Base Use ....................................................................................................................................16
Populating the Knowledge Base..................................................................................................................16
Knowledge Management Process ..............................................................................................................16
Remote Control Tool ........................................................................................................................ 17

ABC Company Help Desk Standard Greetings .................................................................................... 18

Call Opening Script .......................................................................................................................... 18
Call Closing Script ............................................................................................................................ 18
Recording System or Application Outage Messages on the VRU ..................................................... 18

Help Desk Training .............................................................................................................................. 19

High Impact Training Template ........................................................................................................ 19

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ABC Company Help Desk

ABC Company Support Procedures..................................................................................................... 20

Service Level Agreement ..................................................................................................................... 21

Severity Level Matrix ........................................................................................................................ 21
Severity Level Determination .......................................................................................................................21
Escalation/Notification ...................................................................................................................... 21
Escalating to ABC Company Resources....................................................................................................21
ABC Company Help Desk Mailbox Procedures ................................................................................ 21
ABC Company Help Desk Voice Mail Procedures ............................................................................ 22
ABC Company Help Desk e>Support Procedures ............................................................................ 22

Disaster Recovery Procedures ............................................................................................................ 23

Service Level Agreement Measurements............................................................................................. 24

Overview .......................................................................................................................................... 24
% of Calls Answered .....................................................................................................................................24
Abandonment Rate........................................................................................................................................24
First Contact Resolution (FCR) Rate ......................................................................................................24
Calculation of Service Penalties ....................................................................................................... 24

Customer Support Center Professional Sign-Off Sheet........................................................................ 25

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ABC Company Help Desk

GENERAL INFORMATION

PURPOSE OF STANDARD OPERATING PROCEDURES MANUAL
The Standard Operating Procedures (SOP) Manual is designed to provide the ABC Company Help
Desk professionals with all the information they need to perform their job on a daily basis. This
document outlines the procedures necessary to ensure consistency by all professionals working at the
ABC Company Help Desk.

The SOP manual will become an integral part of the ABC Company Help Desk training program and
should be referenced when you are unsure of how to perform a specific task. Each ABC Company
Help Desk professional is responsible for notifying the ABC Company Help Desk manager if they
determine a procedure is outdated or incorrect for a specific task or process. The ABC Company Help
Desk manager at <location> in <city, and state> will be responsible for keeping the SOP updated and
will communicate the changes to all ABC Company Help Desk professionals.

THE ABC COMPANY OVERVIEW

ABC COMPANY CORE BUSINESS DESCRIPTION
Include a detailed description of the ABC Company core business. Describe the function in the
marketplace and any products or services that it offers.

ABC COMPANY VISION AND MISSION
Add the company vision and mission statement. It is also important to add information on
operating philosophy and provide a glance of what your company does and is guiding principles.
This information is normally located on the company web site or in the company’s annual report.

GEOGRAPHICAL LOCATION OF ABC COMPANY
Provide a geographical map or description of where company employees are located. Be descriptive
about how the organization is geographical organized including what locations are subsidiaries,
headquarters, etc.

ABC COMPANY ORGANIZATIONAL CHART
Include the organizational chart that would include the high level executives of the organization.

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ABC Company Help Desk

ABC COMPANY HELP DESK

WELCOME TO THE ABC COMPANY HELP DESK
Create an opening paragraph that welcomes the professionals to the Help Desk and gives them a high
level overview of the Help Desk professional position and the customers they will be supporting.

ABC COMPANY HELP DESK VISION
Add the Help Desk vision statement.

ABC COMPANY HELP DESK MISSION
Add the Help Desk mission statement.

ABC COMPANY HELP DESK PURPOSE
Add the Help Desk purpose statement.

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ABC Company Help Desk

OPERATIONAL INFORMATION

HOURS OF OPERATION
Provide details on the hours of support, which should include the specific time zone, days of the week,
and if after-hours support is provided, describe the process the customers follow to use the after-hours
service and describe the role of the Help Desk in providing after-hours support. Suggest making “after-
hours” support a subsection under Hours of Operation.

PRODUCTS AND SERVICES
This section provides the details as to what products and services the Help Desk supports. List them
and provide the versions of the software that are supported if applicable. Document in this section if
support is limited in any way, an example is that the Help Desk may not provide support on “How to”
questions on desktop software. If the Help Desk provides support on proprietary business applications
or systems then list the applications and provide details as to what specific actions the Help Desk
professionals will take to resolve the problem.

HOLIDAY SCHEDULE
Document the company holiday schedule and how the Help Desk will be staffed if they provide support
for any of these holidays. Create a Holiday Table of the company holidays.

The ABC Company holiday schedule for 2004 is listed below.

Good Friday
Memorial Day
Independence Day
Labor Day
Thanksgiving Day
Day After Thanksgiving
Christmas Eve
Christmas Day
New Years Day

TARDINESS
Define the responsibility of the Help Desk professional if they realize they are going to be tardy. Define
the action that will be taken if a professional continually arrives late.

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ABC Company Help Desk

INCLEMENT WEATHER DAYS
Define the responsibility of the Help Desk professional if they may be late due to inclement weather or if
conditions are extreme and they may not be able to make it to work. HR may be able to provide
documentation.

PAID TIME OFF (PTO)
Define the paid time off (PTO) or vacation policy to ensure each professional understands the number
of PTO or vacation days they have available and how to request PTO or vacation. If sick days are
managed separately, outline the responsibility of the professional when they realize they will not be
able to work due to illness. Mention in this section how important it is that PTO or vacation be
scheduled in advance to ensure that SLA’s can be met.

SCHEDULE CRITERIA
Define how the work schedules are created for the Help Desk, who manages the work schedule and
where they are posted.

SCHEDULE CHANGE REQUESTS
Define the process for requesting a work schedule change.

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ABC Company Help Desk

ABC COMPANY HELP DESK GUIDELINES

ABC COMPANY HELP DESK STAFF ROLES AND RESPONSIBILITIES

ABC COMPANY HELP DESK LEVEL ONE JOB DESCRIPTION
Provide a brief overview of the Help Desk professional’s job description. If your company has
level one and level two support within the Help Desk then create two separate job descriptions.
Include Team Lead, Knowledge Engineer, Training Coordinator, Quality Assurance Manager,
Case Management Administrator or any other positions that are within the Help Desk. Indicate
in this overview the position that each job listed reports to within the Help Desk organization.

List the specific roles and responsibilities of each position within the Help Desk: This
information can come from the position job description.

TOTAL CONTACT OWNERSHIP (TCO) PROCESS
TCO defines the process of ensuring the ABC Company Help Desk professional is ultimately
responsible for customer satisfaction. The professional logs the case and remains the person
responsible for making sure the issue gets resolved and the customer is satisfied with the resolution.

Define the TCO process within your organization.

EXPECTATIONS OF PROFESSIONAL WORK BEHAVIOR
Define the professional behavior expectations for your Help Desk professional’s. Include policies for
arriving on time to work, breaks, lunches and leaving work early. Include the company policies for
dress, inappropriate language, tone of voice, personal comments, using the Internet, personal phone
calls, or decorating their work area. Outline the process management will take if these requirements
are not adhered too.

EXPECTATIONS OF CUSTOMER BEHAVIOR
Define the expected behavior of customers calling the Help Desk and what action will be taken in the
event a Help Desk professional is on the phone with a customer who does not adhere to these
expectations.

TELEPHONE USAGE
Define the appropriate use of the company telephone within the Help Desk. Reference using cell
phones or corporate phones in break rooms or common areas.

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ABC Company Help Desk

TELEPHONE COVERAGE
Define the expected telephone coverage each Help Desk professional is responsible for providing.
Reference the beginning of the shift, end of the shift, breaks, lunches and scheduled meetings. If your
Help Desk has multiple shifts providing coverage then reference telephone coverage during shift
change.

BREAKS AND LUNCH
Define how breaks and lunches will be handled to ensure proper telephone coverage as well as email,
voice mail and eSupport coverage, if applicable.

PERSONAL EQUIPMENT
Define the rules pertaining to professionals having personal equipment in their work area. Who is
responsible for the equipment if it is stolen or damaged? Address noise levels, interfering with other
professionals and ability of professionals to communicate with customers.

WORK AREA
Define the rules or guidelines that pertain to maintaining the appearance of individual work areas in the
Help Desk. HR can provide information in most cases. Reference keeping the work area neat and
clean at all times.

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ABC Company Help Desk

ABC COMPANY SECURITY POLICIES

ABC COMPANY POLICY ON ACCEPTABLE COMPUTER USE

BACKGROUND
Provide an overview of the policy and who is responsible for following the policy.

POLICY
Document the policy.

ABC COMPANY POLICY ON PROVIDING ACCESS TO APPLICATIONS AND
SERVERS

BACKGROUND
Provide an overview of the policy and who is responsible for following the policy.

POLICY
Document the policy.

Add any Additional Security Policies that are Applicable to the Help Desk

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ABC Company Help Desk

HELP DESK TOOLS AND TECHNOLOGY

OVERVIEW
Provide an overview of the case management system used by the Help Desk. Explain what the
system will be used for and a brief overview of the reports that will be generated from the
system.

LOGGING A CASE
Provide the details necessary to login, creating a new case, updating an existing case, saving a
case, escalating a case, resolving a case and closing a case. Use Bold-faced fields to indicate
mandatory fields. Adding actual screen shots is a plus and can assist the professional in
correctly following the instructions provided below.

LOGGING INTO <CASE MANAGEMETN SYSTEM>
Provide detailed steps for how to log in to the case management system.

CUSTOMER INFORMATION
Provide the requirements for entering, updating or creating customer information in the
case management system. Explain the purpose of capturing accurate customer
information.

PROBLEM CATEGORIZATION STRUCTURE
Provide detailed information on the case categorization structured used in the contact
management system.

MANAGING YOUR CASES
Provide instructions for each professional on how to manage his or her caseload.
Include any reports that can be generated to assist the professional in managing cases.

CASE LOGGING PROCEDURES
Here is a list of steps the ABC Company Help Desk will perform for each contact it receives.

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ABC Company Help Desk

The ABC Company Help Desk will:

1. Log the case into <case Define the expectations for creating a case. Document the
management system> fields that must be completed.

2. Assign severity level and take Outline the steps a professional will take to help determine
appropriate action the severity level of the issue. Add VIP or mobile customer
information in this section.

3. Escalates the case, if Define the process for routing a case to level two if the first
necessary: level professional is unable to resolve the case. Document
the fields that must be completed and the information that
must be entered to successfully escalate a case.

4. Log resolution into <case Define the requirements for logging the resolution of the
management system>: case. Document what actions take place when a case is
placed in Resolved status.

5. Non-supported Define what actions a professional will follow in the event
application/items they receive a request on a non-supported product or
service.

INFORMATION INCLUDED IN EVERY CASE
List out the information that must be documented in every case.

Provided below are types of calls that are typically received at the Help Desk. It is
recommended that information be documented for each of these call types.

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ABC Company Help Desk

PC RELATED CALLS

NETWORK RELATED CALLS

SOFTWARE RELATED CALLS

PRINTER HARDWARE CALLS

PRINTER QUEUE CALLS
SERVER OR DATABASE RELATED CALLS

MAINFRAME CALLS

MASTER CASE REFERENCING
Define the process for handling Master Cases, if applicable

CONTACT LOGGING
Define the requirement for logging cases in the contact management system. Best practices
are to log every contact.

ABC COMPANY SUPPORT ORGANIZATION
Provide a brief overview of the support organizations that provide level two and three support to
the customers. List them out.

CUSTOMER SUPPORT DIAGRAM
Provide a diagram of the support organization that interfaces with the Help Desk.

CASE ESCALATION

OVERVIEW
Provide an overview of the case escalation process.

STANDARD CASE ESCALATION FLOW CHART
Diagram should be provided for standard case flow. Provide flow charts for handling
system outages or other specific types of cases handled by the Help Desk.

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ABC Company Help Desk

END OF SHIFT PROCEDURES
Define the end of shift responsibilities of each professional. Checking on status of open cases,
contacting customers to follow up, completing case documentation and assisting teammates in
closing or resolving cases. .

VIP PERSONNEL
If applicable, define the special process to handle VIP’s.

Provide a list of VIP’s if possible.

TELEPHONE SYSTEM

INTRODUCTION
Provide an overview of the ACD system. Outline its system capabilities, who or what group
manages the ACD, and provide an overview of its components.

LOGGING IN
Provide detailed instructions on how to log into the ACD. Include screen shots, if available.

NOT READY
Provide instructions on how to use the “Not Ready” mode. Document the instances when a
professional can be in the “Not Ready” mode.

WHEN TO BE LOGGED IN
Outline the responsibility of the professionals for logging in to the ACD system and detail the
time requirements.

WARM TRANSFERRING A CALL
Define the process for successfully completing a warm transfer. Add the actual script the
professional should use when warm transferring a call.

CONFERENCING A CALL
Define the process for conferencing a call. Add the actual script the professional should use
when making a conference call.

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ABC Company Help Desk

PLACING A CALL ON HOLD
Define the process for placing a call on hold. Include the actual script that the professional
should use during this process.

TELEPHONE SYSTEM DIAGRAM
Add flowchart diagrams for prompt menus and ACD system flow.

KNOWLEDGE BASE

OVERVIEW
Provide an overview of the Knowledge Base (KB), the responsibilities of the Help Desk
professionals for using the KB, who is responsible for identifying KB articles, and why it is
important to populate the KB.

LOGGING IN
Document the details for logging into the knowledge base, if applicable. Provide a screen shot if
possible.

KNOWLEDGE BASE USE
Provide detailed information on the KB tool; if the KB is integrated with the case management
system explain the details of how this works and how it should be used. Use screen shots to
provide exact details. Also establish performance expectations for the professionals in the use
of the KB.

POPULATING THE KNOWLEDGE BASE
Define the process for populating the KB. The process should include the steps for submitting
an article, format used, test process, approval process and notification process once an article
has been added to the KB.

KNOWLEDGE MANAGEMENT PROCESS
Develop a knowledge management process flowchart diagram that outlines all the steps of the
process.

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ABC Company Help Desk

REMOTE CONTROL TOOL
Provide detailed instructions on using the remote control tool. Use screen shoots, if applicable.

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ABC Company Help Desk

ABC COMPANY HELP DESK STANDARD GREETINGS

CALL OPENING SCRIPT
Outline the business reason for using call scripts for opening the call and closing the call. Remember
on the opening call to have your professionals take control of the call by specifically asking the
customer for their name and what other information is need to begin documenting the case. Include the
actual scripts in this section along with tips on things to remember.

CALL CLOSING SCRIPT
Outline the script for closing the call. Include tips on things to remember when closing the call.

RECORDING SYSTEM OR APPLICATION OUTAGE MESSAGES ON THE VRU
Establish the criteria for creating a system or application outage message. Provide the detailed
instruction on how to record system or application outage messages on the VRU. Document who is
responsible for completing this responsibility and what the expectation is for completing the task.
Create and document the basic script that should be used so they only have to modify to add the
particulars about the outage.

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ABC Company Help Desk

HELP DESK TRAINING
Provide an overview of the Help Desk training program. Training should include High Impact Training
(HIT), Just-In Time (JIT) training, business overview training, technical infrastructure and application
training, Standard Operating Procedures (SOP) and Operating Level Agreement (OLA) training.

HIGH IMPACT TRAINING TEMPLATE
Explain the process for developing a HIT document and submitting HIT documents to the KB.

Major
Component
Problem
Description,
Symptoms,
Causes/ or
Question
Business
Impact/Severity
Problem
Categorization
Detail
Description of
Problem
Script of Steps for Best Practice Resolution
1.

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ABC Company Help Desk

ABC COMPANY SUPPORT PROCEDURES
Add any specific support procedures the Help Desk has been requested to follow in this section.
Examples that could be included are: (Password Reset Procedures, New Employee Process, Account
Administration Procedures, Installing Software, Change Management Process, Root Cause Analysis,
Emergency Communications Process, etc.)

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ABC Company Help Desk

SERVICE LEVEL AGREEMENT

SEVERITY LEVEL MATRIX
Outline the purpose of creating severity levels and complete a Severity Level Matrix that provides the
details for each severity. Severity can be described in three, four or five levels. In the example section
provide actual examples of each of the severity levels so customers and Help Desk professionals
clearly understand the different severity levels. Include response and resolution times for each severity
level. Explain the purpose for having response and resolution times for each severity level.

Severity Description Examples Response Time Resolution Time

SEVERITY LEVEL DETERMINATION
Define the process for how the Help Desk professionals will determine the severity of each
case. Outline how business impact is used to accurately assign severity. Provide questions for
the professionals to ask to help determine the severity.

ESCALATION/NOTIFICATION

ESCALATING TO ABC COMPANY RESOURCES
Provide details on how escalations and notifications occur. Provide details on how the
escalation process works within the case management system. Provide details on the steps
that must be followed to accurately escalate and send notification to a level two support group, if
it requires manual intervention. Outline the steps in the case management system that must be
completed.

ABC COMPANY HELP DESK MAILBOX PROCEDURES
Define the process used by customers to submit an email request to the Help Desk. Outline
how the Help Desk will manage and respond to email submitted requests.

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ABC Company Help Desk

ABC COMPANY HELP DESK VOICE MAIL PROCEDURES
Define the process the Help Desk will establish to respond to voice mail requests.

ABC COMPANY HELP DESK E>SUPPORT PROCEDURES
Define the process the Help Desk will establish to respond to e>Support requests.

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ABC Company Help Desk

DISASTER RECOVERY PROCEDURES
Provide disaster recovery or business continuity documentation. Should include actions that Help Desk
professionals take in the event of a power outage, building evacuation, case management system
server down, ACD system down, telephone lines down or Internet down.

Section could include a copy of the case management form that will be used in the event the Help Desk
experiences an outage of the case management system.

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ABC Company Help Desk

SERVICE LEVEL AGREEMENT MEASUREMENTS

OVERVIEW
Provide an overview of what the service levels are based on, whom they were negotiated between, and
how they will be measured and distributed.

Then list the various service levels that will be measured and provide an overview of the service level.

Additional service levels can be added, such as customer satisfaction rating, email and voice mail
response.

% OF CALLS ANSWERED
The percent of calls answered by the ABC Company Help Desk.

The ABC Company Help Desk will answer XX% of calls within XX seconds.

ABANDONMENT RATE
The percent of calls lost or dropped prior to a professional answering the line.

Abandonment Rate will be X% or less after XX seconds.

FIRST CONTACT RESOLUTION (FCR) RATE
The FCR is when an issue is resolved within the first contact initiated by the customer.

The FCR rate will be XX% of the total call volume for each month.

CALCULATION OF SERVICE PENALTIES
If service penalties are included in the SLA, then document the penalty information in this section.

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ABC Company Help Desk

CUSTOMER SUPPORT CENTER PROFESSIONAL SIGN-OFF SHEET

I, understand and will follow all procedures set forth in