Knowledge Base and frequently asked questions

What happens if the work request falls outside of the scope of the SLA

When a client requests a support request that is outside of the scope of the Service Level Agreement, a report should be written escalating the request to management and the ticket closed.

How to determine a cause for an issue

▢ Contact client to discuss

▢ Determine the frequency of the fault/problem

▢ Find out if any changes have recently been made to the system involved

▢ Find out if this is an isolated incident or is occurring elsewhere in the organisation

▢ Ensure that the client has the correct tools to implement the solution

▢ Have the necessary approvals been obtained

How to close out a ticket

▢ Confirm that the solution implemented has worked and the client is satisfied

▢ Update the Asset Register by completing the Asset Register form (Appendix 1)

▢ Obtain signoff from the client

▢ Close off the ticket

Guidelines for creating surveys

Each survey created must contain the following 4 elements

Part 1: Opening section with header details including name, email etc for the responder

Part 2. Questions relating to the service satisfaction

Part 3. Questions relating to support satisfaction

Part 4. Signoff

What is the level of support?

Answer: Level of support indicates a specific extent of technical assistance in the total range of assistance that is provided by an information technology product (such as a software product) to its customers. Each company decides how to organise its total technical support into levels and what to name them.

Q3: Where can the Window Version, build Number and Machine specifications be found in Windows 10 Machine

Answer: Open settings from the Windows 10 Home Menu, -> System -> AboutIn this settings page, you'll find the exact version of Windows 10 and build number. You can also see the system type, processor, and memory installed on your system.

What are computer configuration details?

Answer: In communications or computer systems, a configuration of a system refers to the arrangement of each of its functional units, according to their nature, the number and chief characteristics. Often, configuration pertains to the choice of hardware, software, firmware, and documentation.

If A client requires the use of additional software to be implemented on to their Windows Desktop the following procedure should be followed:

▢ Obtain approvals from Client’s Line Manager and Senior Manager and AI Management

▢ Once approvals have been obtained in writing

▢ Check that the specifications of the client computer are sufficient for the installation

▢ Install and configure software

▢ Arrange training on software for the User if required

▢ Obtain signoff

Priority Levels for the IT Service Department

Priority Levels

Priority 1 – Critical: Major system or component failure with high business impact.

Priority 2 – High: Issue with the business impact that affects multiple users.

Priority 3 – Medium: Elevated issue that (1) impacts the business and affects multiple users or (2) impacts a single user in a business-critical role (also the default priority level assigned to VIP tickets).

Priority 4 – Standard: General service request matters.

Priority 5 – Low: General enquiries or non-urgent/low impact service requests.

Priority 6 – Scheduled: Assigned to tickets where work has been scheduled.

Appendix 1

Asset Register amendment form