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IT Help Desk Flowchart

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. There may be several levels of support staff, as well as experts that are sometimes located outside the IT organization with an IT help desk flow chart such this one, it's easy to understand how end user issues are handled, routed and solved.



social media phone call e-mail web request



create ticket acknowledge issue system created ticket



can solve immediately? Yes No



Assign ticket to tech



that was easy!



analyse & address problem



not cool!



send to supervisor



evaluate & research problem



Yes is it solved? No



Good Job! in house solution? really?! No advise end user



Implement solution sweet Yes



instruct technician



determine action required



complete ticket



woohoo!



yes



is it solved?



no



service or repair as agreed



yes



request service



is this a joke?



alternative solution?



no bummer!



management decision with end user in mind



end user



help desk tech



technician



critical action



outside vendor



supervisor

IT Help Desk Flowchart

shared by rnimsoft on Oct 05, 2012 in Business

IT Help Desk Flowchart

shared by rnimsoft on Oct 05, 2012 in Business

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How does your organization go with the flow? Check out this typical IT help desk flow chart from Nimsoft for escalating issues.
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