[SOP Request] Optimise response time

[DokaHB]

SOP topics

Helpdesk & operations

SOP type

Node-specific

SOP Title

Optimise response time

Detailed Description

At least three levels of support process are foreseen, and working on specific ticket should be avoided since it is human work intensive. Upon receiving a ticket:

1. Search for the documentation regarding the topic of the user's question.
2. Reference the user to the documentation so that no effort is taken and we improve the response time.
3. Close the ticket.

48 h response time promise at central EGA requires 5 people. Each one of the national nodes might have similar resourcing foreseen to give good support, required support know-how and service level offered to users depends on the services becoming available from the local nodes.

Motivation

This SOP aims to optimise time in ticket handling and response HDs.

Existing Procedures or References

No response

Impact

No response

Stakeholders

No response

Additional Information

No response

Requester GDI role

Yes

Requester GDI Node

Portugal

Confirmation

• I have searched the existing SOPs and this request does not duplicate an existing SOP.
• I understand that submitting this request does not guarantee the creation of the SOP.