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 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? ASSIGN TICKET X NO YES TO TECH THAT WAS EASY! SEND TO SUPERVISOR ANALYZE & ADDRESS PROBLEM NOT COOL! EVALUATE & RESEARCH PROBLEM YES X NO IS IT SOLVED? REALLY?! ADVISE IN HOUSE GOOD JOB! SOLUTION? X NO END USER IMPLEMENT SWEET! YES SOLUTION DETERMINE INSTRUCT ACTION REQUIRED TECHNICIAN SERVICE OR IS IT SOLVED? YES COMPLETE REQUEST SERVICE REPAIR AS TICKET AGREED WOOHOO! X NO YES MANAGEMENT ALTERNATIVE SOLUTION? IS THIS A JOKE? DECISION WITH X NO END USER IN MIND BUMMER! END USER CRITICAL ACTION HELP DESK TECH SUPERVISOR OUTSIDE TECHNICIAN VENDOR
IT Help Desk Flowchart
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