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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



is it solved?


service or repair as agreed


request service

is this a joke?

alternative solution?

no bummer!

management decision with end user in mind

end user

help desk tech


critical action

outside vendor


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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