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