Christina Tarpey
62 articles
CentrexIT
Access PPE Emergency Mailbox for Email Continuity Work Instructions Add to CARE Team Wheelhouse Procedures Adding Email Distribution Groups in Microsoft 365 Work Instructions Addressing Acceptable and Poor Csats With No Comment Work Instructions Addressing Csats With Comments Work Instructions After-Hour/On-Call Support Workflow Procedures Anatomy of a Ticket Procedures Basic Request Process Procedures Calculate Daily Employee Productivity Percentage Procedures Category and Subcategory Definitions and Use Reference CJP - Holiday Notification Profile for After-Hours Procedures Convert an Intake Record Procedures Create a Local User Account via the Command Line Work Instructions Create a Restricted Access Folder Locked Down by Security Group Work Instructions Create a SWARM Space Work Instructions Dispatching Technician Onsites Procedures Entering Notes on Tickets Standards Escalating Outside of the Service Desk Procedures Extra Care Client Handling by Service Desk Work Instructions Generic Procedure for Setting up New PCs/Laptops Procedures Handle Child Tickets Work Instructions Handling Past Due Scheduled Tickets Procedures How to Update the Certificate for a Rdgateway Work Instructions Inactive Client Communication - No Contact Preference Procedures Incident Response Procedures Microsoft Bookings Access, Setup, and Basic Use Work Instructions Office Powerpoint, Word, Excel 64-Bit to 32-Bit Preview Pane Fix Work Instructions On Call - Afterhours Work Instructions Priority Setting for All Incident Tickets Work Instructions Provisioning Flowchart Procedures Pull Existing Inventory to Provision Procedures Report as Late or Out of Office Work Instructions Request Team Start and End of Day Procedures Request Ticket Scheduling Procedures Requesting an Onsite Tech From the SD Work Instructions Requesting Technician to Go On-Site Work Instructions Resolution Codes Definitions and Use Work Instructions Responding to a Critical Incident During After Hours Reference Responding to a Critical Incident During Business Hours Reference Review CSAT Scorecard Work Instructions Scheduled Calendar Changes Space Procedures Scheduling Onsite Support Work Instructions Scheduling Remote Support Procedures Service Desk - Dedicated Support Team Welcome Packet and Training Procedures Service Desk - Escalation Team Welcome Packet and Training Procedures Service Desk - New User/New PC Deployment QA and QC Process Procedures Service Desk - Support Team Welcome Packet and Training Procedures Service Level Agreement - Priority and Response Matrix Procedures Service Team Standards Setting Cit Holiday Scheduling Work Instructions Support Engineer II and Support Engineer II - Lead Workflow Procedures Support Engineer III - Start and End of the Day Procedures Ticket on Hold and Scheduled - Statuses and Definitions Work Instructions Utilizing CJP and Webex Teams to Facilitate Service Intake Support Work Instructions UX Onboarding Process Procedures What to Do During Downtime Procedures Work With Extra Care Clients Procedures