Process – Work with Extra Care clients
Section titled “Process – Work with Extra Care clients”- When Service Desk is notified of the client is on the Extra Care list, assign a senior technician to act as internal POC and SME. This will be identified through discussion on who has the most knowledge on the client. This will be selected from Support Technician II - Lead, Support Engineer II - Lead, Support Engineer III - Lead, or Service Desk Manager.
- Treat all tickets submitted with priority level raised by 1 without being raised to a P1. The highest priority level raised would be to a P2. P1 tickets are reserved for true P1 events (impacting majority/all AND have high Urgency)
- POC / SME pull a list of all active tickets from Pzzle daily
- SME or point lead tech will be working with the Service Desk teams to make sure we have next steps on any stuck tickets or take ownership of the ticket to push it forward. Starting with tickets with the oldest creation date, then the oldest last updated date
- SME or Point lead tech will keep communications with client via phone conversation and email and vITM via phone conversation or chat on progress
- SME or point tech will check to ensure any schedules that are set are met by us by reviewing all tickets schedule from Pzzle’s scheduling feature. Cross check on the assigned tech’s schedule. Update the assigned tech to make sure they are aware of the schedule.