Body
Summary
This document defines the standards and expectations for managing tickets within the IT Service Desk. It provides guidance on ticket handling, documentation, communication, and service level objectives to ensure efficient, professional, and consistent support for all users.
Scope
These standards apply to all Service Desk Technical Analysts responsible for triaging, troubleshooting, escalating, and resolving tickets within the ITSM system. This includes incidents, service requests, and general inquiries submitted through phone, email, portal, or in person.
Staff Availability and Communication
Technicians are expected to make a best effort to remain available throughout their shift. If a technician becomes unavailable—such as for training, breaks, lunches, or extended troubleshooting—they should inform the team using Microsoft Teams. This ensures all team members are aware of staff availability and can maintain appropriate coverage across all support channels.
Ticket Submission Response Time
Tickets submitted during business hours—whether via email or through the service portal—should be picked up and assigned by a technician within 30 minutes of submission. Timely assignment ensures that tickets begin progressing toward resolution without unnecessary delay.
After-Hours Submissions
All issues and requests received outside of business hours via phone must be handled in accordance with the current After-Hours Support Standards and Procedures.
Ticket Monitoring and Ownership
Real-Time Monitoring
Technicians are expected to monitor the ticket queue continuously during their shift. Tickets should be promptly assigned and addressed as they arrive.
Phone Queue Responsiveness
Technicians must remain logged into their phone queue during scheduled hours. Immediate response to phone calls is critical, as many user-submitted tickets originate from calls.
Email Monitoring
Technicians must regularly monitor their inboxes for user emails that may not have auto-generated tickets. If such messages are received, a ticket must be created manually.
Information Collection Requirements
For all newly created or updated tickets, technicians must collect and document the following:
- Requestor's full name
- Best contact number
- Availability (days/times)
- Physical location (especially for in-person support)
- Asset tag(s), if equipment is involved
This standard applies to all ticket types, including incidents and service requests.
Sensitive Information Handling
Technicians must not include sensitive or confidential information in ticket notes. This includes passwords, Social Security Numbers (SSNs), or any Personally Identifiable Information (PII) not essential to the request. When such information is necessary, it must be communicated through secure and appropriate channels.
Communication and Escalation
First Contact Resolution Priority
Technicians should aim to resolve issues during the initial interaction whenever possible.
Rerouting to Other Teams
If escalation is needed, the technician must notify the requestor and explain why the ticket is being transferred.
Follow-Up Expectations
Technicians must follow up on all active tickets at least once every business day (no more than every 48 hours), unless the requestor has specified a different communication cadence (e.g., out of office, unavailable until a specific date).
Communication Channels
Live contact methods—such as phone or Teams—are preferred. If contact cannot be established, an email must be sent to document the attempt and request updated availability. If no valid contact number is available, technicians should email the requestor to request one along with availability information.
Unresponsive Requestors
If no response is received after three consecutive outreach attempts on different days, the technician will close the ticket with a note stating the lack of response. Before closure, an email must be sent to the requestor explaining that the ticket is being closed and how to reopen it if needed.
Ticket Documentation and Notes
Technicians are required to maintain detailed and accurate documentation for all tickets—not just escalated ones. This includes a clear record of all troubleshooting actions taken, observations made, communication attempts, and planned next steps. Any verbal interactions with the requestor—including phone calls and Teams messages—must be summarized in the ticket.
Thorough documentation is essential for building a reliable historical record, supporting audit and quality control, and ensuring continuity of service when tickets are reassigned or escalated. Receiving teams should be able to act without needing additional clarification or backtracking.
Ticket Resolution and Closure
Resolution Notes
When closing a ticket, technicians must enter clear, user-facing resolution notes. These notes are visible to the requestor and must be distinct from internal technical notes, which should be documented in the private/internal section.
Closure Conditions
Tickets must not be marked as complete until the technician confirms the issue has been resolved. Verbal confirmation is sufficient. Tickets should not be closed after sending instructions or initiating a solution (e.g., "New laptop sent"). Closure should only occur once the user has confirmed successful resolution.
Service Level Expectations
Incident Tickets
The goal for incident resolution is "as soon as possible," with priority based on severity and impact.
Service Requests
Service requests must be fulfilled according to the documented SLA timelines defined in the Service Catalog.
Performance Measurement and KPIs
To ensure adherence to this standard and drive ongoing improvement, the following key performance indicators (KPIs) should be tracked:
- Average Time to Ticket Pickup: Measure the time from submission to technician assignment during business hours.
- First Contact Resolution Rate: Percentage of tickets resolved during the initial user interaction.
- Follow-Up Compliance: Percentage of tickets receiving follow-up within one business-day.
- Ticket Closure Accuracy: Rate of tickets correctly closed only after resolution confirmation.
- Ticket Documentation Quality: Audit score based on completeness and clarity of notes for all tickets, including user details, troubleshooting, communications, and escalation context when applicable.
- Reopened Ticket Rate: Number of tickets reopened after being marked as resolved or closed. This should be minimal and may indicate premature closures or insufficient resolution.
Review and Accountability
Tickets and communications may be reviewed for quality assurance. Consistent failure to meet these standards may result in corrective action as outlined in departmental procedures.
This standard will be reviewed annually to ensure continued relevance and alignment with best practices. Amendments may be made at any time at the discretion of the Department of Information Technology Services.