Chan & Naylor Australia
Help Desk Structure
Policy
Chan & Naylor Australia – Head Office Suite 4, 55 Grandview St PYMBLE NSW 2073 P. 02 9391 5000 F. 02 9391 5050
Support Resolution Process
Distribution Establishment Manager, IT Manager, System and Procedures Manager, IT Assistant
To streamline business process’ and to allow for greater efficiencies of the
accounting team this Helpdesk structure is needed, which will allow for less delays in issue solving that could otherwise impact on productivity of users.
1. The issue will first be received by a C&N IT Approved & Trained Super User at each office.
2. The Super User will either resolve issue according to IT Troubleshooting Guide, Call or Lodge a ticket to the IT Assistant using a predefined template to give the IT team enough information to work on.
3. The Ticket will then be received by the IT Assistant and either resolved or escalated to 3rd Party for action.
4. If the issue is still unresolved it will then be escalated to IT Manager for
Date Written
18th Jan 2013
Written By
Kota Keniry
Revised
2nd Oct 2013
Issue
Local Super User
Ticket
Support Team
Dimension Data IT Assistant
1st, 2nd, 3rd Level
Contacting the Helpdesk
Previously there has been a number of issues with IT that have been handled directly by either the National IT Manager, support staff , Client Managers or a designated Super User within the office. This has often been confusing, causing delays, or prevented accountants from giving their own jobs and clients their full attention. This policy has been written to clarify the procedures in place and the allocation of responsibility for action.
Each office has a nominated Super User - all issues for that office must be put through the Super User in the first instance.
Here is an outline of the steps to take should an issue arise;
1. Send an email to your Super User with full details on the problem. Examples of these are; - When did the problem start occurring?
- What, if anything, was done differently from last time? - Are you aware of any other users being affected
- Provide exact error message details or screenshots (Screen shots are what is actually on the screen. If you press “Print Screen” on the top right hand corner of your keyboard and then open an e-mail and press “Ctrl” and “V” at the same time it will be pasted as part of the e-mail) if any.
2. Follow up with a phone call
- If this is an issue that can wait to be resolved, meaning it is not urgent, with an example of this being a work-around is possible, you do not need to follow up with a phone call. The issue will be responded to when time allows.
- Avoid coming directly to the person. We all have plenty of work to do and would appreciate an email.
3. If the problem is corrected for some reason, either by resolving the issue yourself or by help from another staff member, please notify your site Super User again via email.
Super Users will be available during the regular office hours. Only if your Super User cannot be contacted and in the case of an EMERGENCY that CANNOT wait for the Super User the C&N Australia Helpdesk support hours will be from 8:45am -5:00pm (Sydney time) Monday through Friday. After hours support will be scheduled with as much notice as possible.
Alternative support numbers
Felix Rohr: 02 9391 5443 (FOR EMERGENCY ONLY) Email: [email protected]
How to Lodge a Ticket
To lodge a ticket what you will need to do is the following
You can either send an email outlining your issue to [email protected] in which you will receive an email stating we have received the ticket and you will be assigned a ticket number or
You can login into C&N Help Desk URL: https://channaylor.zendesk.com
Here you can either Submit a request or Check the status of your existing requests by clicking the button relevant.
The first time you lodge a request you will be prompted for your email address and a subject and a description of your problem. Please try to be as detailed as possible when describing your problem - you can also add attachments such as files or even screenshots.
You will then receive an email to verify that you are the owner of that email.
Then Click Sign in, you may have to click the (Help! I don't know what to enter here!) under the password if it doesn’t allow you to create one. This will reset the password and allow you to type a new one.
Once you have logged in you can see your request.
As you can see there is a comment trail, and you can add your comments also
As the Helpdesk receives your ticket or adds comments/status changes you will be notified by email. This way you can always be aware of what is happening to your issue.
Please be sure to add as much information to the Ticket/Email you send as this will allow for faster processing rather than trying to gather more information that will result in delays.
Helpdesk Responsibilities
Helpdesk Support will provide:
• Contacting the appropriate team members to respond to the request for support, as needed. This included contacting resources internally as well as externally.
• Responding to user requests for assistance in a timely manner. Once notified of a request for support, Help Desk Team member will respond accordingly based on the priority assigned to the issue as listed in the [Priority Levels] section. If information needed to process the request and assign priority is incomplete, then the Help Desk member will request additional information, but delays may occur. • Communicating with the user on progress in resolving the call. Help Desk Team members will provide regular status updates for critical and high priority open issues.
• Weekly updates will be provided for medium and low priority open issues. All status updates will be delivered by a reply to the requestor within the ticket, by telephone with contact or by internal email. • Proposing a viable workaround when possible. Help Desk Team members will make every effort to provide alternate means to complete a task that a user is attempting to perform. Any workaround will take all needs into consideration.
• Documentation on the progress and resolution in the Help Desk system, notify the user that their incident has been updated or resolved, how it was resolved, complete/correct any ticket information and then close the ticket. User communication may occur via Help Desk ticket update, email or phone.
Priority Levels
Level 1
(Level 1– IT Response within 30 minutes)Affects more than 10 individuals, Business critical problems are affecting office or a work stoppage issue.
Incidents at this level will be immediately addressed and followed through until resolution. This level of priority supersedes all other service tasks, assignments, and projects. (All available resources utilized pending resolution). Examples: Production service or SQL server down affecting multiple users at multiple geographic locations.
Level 2
(Initial Response within 4 hours)Affects 1-5 individuals, Local System down, users report equipment unable to operate or perform tasks, no alternate procedure available. Examples: building power failure; Internet Connection down at office; system down and will not power on.
Level 3
(Initial Response within 1 business day)Affects fewer than 5 individuals, Situation is near critical, key functions not operable, Key Difference is that there are alternate procedures available.
Level 4
(Initial Response within 3 business days)No Effect on Productivity, Software installation, upgrades, adjustments. Also includes requests for service that can be scheduled in advance such as work-orders, equipment installations; Scheduled services, upgrades and adjustments will be at the user's convenience whenever possible.
Ticket Receipt
Help Desk Team members will receive all engagements via the ticket system Zendesk. The following information will be reviewed when ticket is received. Incomplete, vague or inaccurate information can result in extended resolution times.
• Date received • Time received
• Requestor: who is having the problem? Who needs to be notified? • Equipment/Application affected.
• A succinct and meaningful subject line.
• Detailed description of problem or issue, including actions being attempted, error messages, etc. • Priority requested
• Ticket Queue assignment.
Responsiveness
Help Desk team members will be expected to respond to issues according to the order in which they are received, status, and the assigned priority. However, team members may change the priority as needed. Such changes will be communicated to the requestor as soon as they are made, usually via ticket email alert. Level 1 requests will be given top priority for immediate support. Other requests will be addressed according to the assigned priority and the age of the issue.
Escalation
If the request requires advanced-level technical assistance, or technical assistance from another group to resolve the issue, Help Desk Team members will escalate the ticket to the IT Manager.
Help Desk Team Members are responsible for notifying the requestor when an issue has been escalated.
The IT Manager will determine if a resolution can be reached, or whether the ticket needs to be further escalated. If the issue can’t be resolved internally, the ticket will be escalated to the appropriate
external vendor support. The IT Manager will assign the ticket to vendor support, noting the assignment (change of ownership) in the ticket. The issue will be updated in the Help Desk with relevant comments and escalation details.
Escalation Details
1st Point of contact will be Felix Rohr: (02) 9391 5443 or [email protected] Then down the list as follows
Kota Keniry – IT Manager: [email protected]
Mark Krywienko – Team Leader: [email protected] Greg Wadley - Operations Manager: [email protected] John Harriott GCEO: [email protected]
