Flowchart For Help Desk Procedures

Service desk process flow explained step by step the first step is to determine whether or not the device is broken.

Flowchart for help desk procedures. In help desk terms sops outline how operators should handle customer queries. Itil service desk process flow. You can edit this template and create your own diagram. It can be helpful to depict the process in a flowchart.

Take a look at the full itil service desk management process. Help desk flowchart template to visualize the processes involved in it service desks and ticketing systems. What is a help desk workflow process. For many customers it can be a focus of disappointment.

This template could also be customized for similar customer facing processes such as telemarketing order processing and field service. It s very common for people to be dissatisfied with the service they receive at help desk centers. This is for basic and simple solutions and is the first point of contact with the user. Discuss how customers know their ticket has been received how tickets are routed to customer service agents and any pertinent steps.

The itil service desk process flow is divided into 3 lanes in a pool. The person who calls the related it service. Slow responses problem resolution difficulties and lengthy delays between return calls or emails are the most common complaints. We were unable to load the diagram.

It help desk flowchart a guide to typical processes and escalations in it help desk environments organizations have specific processes and specialists to handle issues. It help desk 3 tier model swim lane flow chart derived from process triage map h e l p d e s k r e p s c u s t o m e r i n t e r n a l t e c h n i c a l e x p e r t s t i e r 2 t o o l s m a n a g e m e n t t i e r 3 3 return ticket to tier 1 b 3 re assess severity level c existing. By mapping call data to the process flow this template also shows how you can get a summary view of actual help desk activity and performance each month including total number of calls average wait per call average time on call and total percentage of calls resolved. If it isn t it s considered a request and usually customers can figure it out themselves with self help options such as our faq database.

This allows staff to manage all responses in a structured and uniform way from initial contact to successful. Creately diagrams can be exported and added to word ppt powerpoint excel visio or any other document. You can edit this template and create your own diagram. Use pdf export for high quality prints and svg export for large sharp images or embed your diagrams anywhere with the creately viewer.