Purpose:
Section titled “Purpose:”To ensure that our on site technician has all the information required to provide a positive and effective on site visit
Scope:
Section titled “Scope:”This article will impact the Service Desk, VITMs, VCIOs and any other party of CIT that are responsible for client satisfaction.
Responsibility:
Section titled “Responsibility:”All of CIT
Completion Criteria:
Section titled “Completion Criteria:”All fields of the template being complete and correct indicate completion.
Records:
Section titled “Records:”The information will be stored in the record that created the need for the template. It will be located within our current ticketing system.
Steps:
Section titled “Steps:”- Gather all the information required to complete the template below
- Ticket:
- Company and location:
- Confirm on sites are in contract (Account management can assist with this):
- POC for on site:
- Phone number:
- Scope of work:
- Urgency:
- Date/Time requested:
- Equipment needed:
-
Paste all of this information into the piece of work in the ticketing system and tag the Service Desk Manager. If this is high priority, message the service desk manager directly as well.
-
The Service Desk manager will then confirm the information and severity and schedule a resource to go on site.
NOTE: This process should be completed for all on site requests, this is not specific to high priority issues.