Service Desk Accountability Framework
Knowledge Base articles focused on the Support Desk role.
Support Desk Accountability Framework
This framework brings together all daily, weekly, and quality processes that keep technicians acc...
Ticket Lifecycle
Purpose This document explains the full journey of a support ticket in simple, clear language. I...
Daily Standup Process
Purpose Keep the team aligned, accountable, and focused on client outcomes every day. The standu...
Manager Ticket Review Process
Purpose Give the Service Desk Manager clear visibility over the ticket queue, ensure SLA complia...
Quality Assurance Spot Checks
Purpose Ensure tickets are handled to a consistent standard of quality, not just speed. QA check...
Knowledge Base Contribution Process
Purpose Build and maintain a library of solutions so the team can solve repeat issues faster, pr...
Metrics and Reporting Process
Purpose Provide visibility into team performance, SLA compliance, and client outcomes. Metrics e...
Intra-Day Accountability Process
Purpose Ensure technicians stay on track with ticket progress throughout the day. Intra-day chec...
Ticket Workflows
Handling Legacy Ad-Hoc Clients During Service Model Transition
Overview To equip all Computerman team members with a clear, consistent approach for professiona...