Purpose:
Section titled “Purpose:”This is needed to assist the service desk is understanding how to handle extra care clients.
Scope:
Section titled “Scope:”Any one is service delivery.
Responsibility:
Section titled “Responsibility:”Service Desk
Completion Criteria:
Section titled “Completion Criteria:”Scope of tickets for each day is given to VCIO of extra care clients.
Records:
Section titled “Records:”Within the ticketing system
Steps:
Section titled “Steps:”- Service Desk will be informed in Tuesday morning huddle of the current extra care clients and the reasons for the client being put on the list.
- Each extra care client will have a team lead assigned to report back on the tickets for the client at the end of the day. P1 tickets for the day and any other remaining open tickets will be reported to the VCIO via Teams by the team lead.
- If the client has been put on extra care due to service desk support or response time, the team lead will also report on all closed tickets for that day to the service desk manager.
- All CSATs reported by extra care clients will be addressed the same day by the service desk manager and any additional information gathered will be given directly to the VITM for the extra care client.
Process References:
Section titled “Process References:”- Create a relationship back to related process. Note: Please add KB relationships to core process, process, SOPs or other WIs on the right.