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Ticket Lifecycle
Purpose This document explains the full journey of a support ticket in simple, clear language. It is based on best practices from ITIL but avoids jargon so anyone on the team can follow it. The goal is to make sure every ticket is handled consistently, custom...
How to activate LastPass Account
Overview This guide details the steps to create and activate your LastPass account from an invitation email. It is designed for new users receiving a company-issued LastPass invite Difficulty Very Easy Estimated Time Process Detail Step 1:Receive th...
Handling Legacy Ad-Hoc Clients During Service Model Transition
Overview To equip all Computerman team members with a clear, consistent approach for professionally handling support requests from former ad-hoc or domestic clients. This ensures alignment with our new business model and maintains integrity and professionalis...
Change Request
š§ Computerman Change Request Workflow Purpose:This workflow ensures all IT changesāno matter how small or largeāare handled in a consistent, secure, and documented way. It supports client transparency, accountability, and reliable service delivery. š W...
Ticket Pending Closure
ā 1.Ā Process Overview: Pending Closure Workflow Step Trigger Action Timeframe 1 Technician believes request is complete Set status to Pending Closure Immediately 2 Client notified via email Auto-sent template Real-time 3 If ...
Daily Standup Process
Purpose Keep the team aligned, accountable, and focused on client outcomes every day. The standup is not a long meetingāit is a quick, structured check-in to confirm progress, uncover blockers, and set clear daily targets. When Every business day. ...
Support Desk Accountability Framework
This framework brings together all daily, weekly, and quality processes that keep technicians accountable, ensure client satisfaction, and maintain SLA/KPI compliance. If there are issues with understanding the below, please speak to management. šÆ Purpose ...
Manager Ticket Review Process
Purpose Give the Service Desk Manager clear visibility over the ticket queue, ensure SLA compliance, and prepare for the daily standup. This process ensures technicians are focused on the right work and that no ticket falls through the cracks. When Ev...
Quality Assurance Spot Checks
Purpose Ensure tickets are handled to a consistent standard of quality, not just speed. QA checks help technicians improve communication, documentation, and resolution quality while giving managers confidence that SLA compliance also means client satisfaction...
Knowledge Base Contribution Process
Purpose Build and maintain a library of solutions so the team can solve repeat issues faster, provide consistent answers, and reduce future workload. Every technician is responsible for contributing to the Knowledge Base (KB). When to Create or Update KB A...
Metrics and Reporting Process
Purpose Provide visibility into team performance, SLA compliance, and client outcomes. Metrics ensure accountability and support continuous improvement across the support desk. When Daily: Manager reviews metrics at start of day. Weekly: Manager ...
Intra-Day Accountability Process
Purpose Ensure technicians stay on track with ticket progress throughout the day. Intra-day checkpoints (11am, 2pm, 4pm) create short accountability cycles so tickets donāt stall, SLAs are met, and clients receive timely updates. When Every business d...