Log, prioritise and resolve first level tickets

What is going on

It is a busy Wednesday morning and the senior analyst is tied up with a priority two software freeze at a medical client. The queue holds a new starter account request from Bluegum Community Services, an automatic backup failure alert from Harbourline Accountants, a multi-factor re-enrolment that is waiting on the client, and calls keep coming in. Priya Venkatesan has asked you to work the queue: log new contacts properly, set priorities from the matrix, use the knowledge base, resolve what you can within the time allowed and escalate the rest with complete notes. A suspicious email has also just been reported by another client.

Your brief

Work through the new tickets in the Service Desk Tickets system following the Incident and Service Request Handling Procedure, resolve the ones within your skill, escalate the rest to the correct team with full notes, and record every action in the ticket.

Work through it

You do not need to do it all. Doing a few of these will show you what the work is like. Your ticks and notes stay on this device.

• Read the Incident and Service Request Handling Procedure and write down the priority matrix and the escalation timeframes for each priority.
• Open the New tickets in the Service Desk Tickets system and check each one has client, user, device or service, description, impact and steps tried, adding what is missing.
• Set or confirm the priority for each ticket and record the reason in the work notes.
• For the new starter request, check the User Onboarding, Offboarding and Access Procedure, confirm the requester is authorised and list the steps and information still needed before the account can be created.
• For the backup failure alert, read the Backup and Restore Procedure, record the first checks a service desk analyst is permitted to do and escalate it to infrastructure with your findings.
• Log a new ticket for a user who reports a suspicious email, follow the procedure for suspected security incidents and complete the Security Incident Report Form.
• Update the multi-factor re-enrolment ticket after checking whether the user has responded and record the next action and the follow up time.
• Draft a knowledge base article for one issue you resolved where no article existed.

What someone in this role would produce

• Updated tickets with complete notes and priorities
• Escalation notes for infrastructure and security
• Completed Security Incident Report Form
• Draft knowledge base article