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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
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
determine action required
is it solved?
service or repair as agreed
is this a joke?
management decision with end user in mind
help desk tech