ICT Helpdesk Procedure PDF
ICT Helpdesk Procedure PDF
ICT Helpdesk Procedure PDF
Compiled by D Nkuna
Designation
Signature
Date
Approved/Not Approved
Designation
Signature
Date
1.1 The Information and Communications Technology (ICT) Division has the mandate to
deliver services, support and maintain ICT infrastructure, for the Municipality to
realise its mandate.
2.1 This procedure establishes a governance structure which applies to all ICT systems and
infrastructure support activities together with the acquisition of any IT hardware,
software or externally sourced ICT Services.
3.1 This document applies to officials from the Division: Information and Communication
Technology (ICT)
Term Definition
T systems
Information Information systems means an interconnected set of information
e resources under the same management control that shares common
r functionality. A system normally includes hardware, software,
m information, data, applications, communications and people.
Electronic media Electronic media means electronic storage media including memory
devices in computers (hard drives) and any removable/transportable
digital memory medium, such as magnetic tape or disk, optical disk or
digital memory card; or transmission media internet, extranet (includes
using internet technology to link a business with information
accessible only to collaborating parties), private networks, etc.
Backup Backup means creating a retrievable, exact copy of data.
Restoration Restoration means the retrieval of files previously backed up and
returning them to the condition they were at the time of backup.
5. REFERENCES
6.1 The ICT Division shall ensure that the user of ICT services have access to the
appropriate services to support the business functions.
6.2 The ICT Divison shall ensure that the procedure is followed as agreed.
6.3 ICT Division shall ensure that the necessary controls are in place to implement this
procedure.
6.4 ICT Division aims to resolve all request for assistance on supported applications
within the agreed SLA.
7. SERVICE SUPPORT PROCESS
7.1 Request Capture: All requests from officials will be captured and verified in the
helpdesk system
7.2 Request Ticket: A request ticket will be opened in tracks with the customer
name,phone number and incident description
7.3 Problem Resolution: IT Technicians will attempt to resolve all problems and requests
for supported systems and applications.If the problem remains unresolved it will be
escalated to the next level of support
7.4 Incidents Closure: All incidents will be closed when resolution has been offered
Contact Details
Hours of Operation 07h30 – 16h00 Monday to Friday
Contact Number
Email Address helpdesk@belabela.gov.za
Incident Escalation 1 Dineo Motlhaka
Incident Escalation 2 Daniel Nkuna
8. Helpdesk Requests
8.1 Incidents
a. ITIL uses three metrics for determining the order in which incidents are
processed.
c. ITIL suggests that priority be made dependent on Impact and Urgency. Out-of-
box, this is true on incident forms. Priority is generated from Urgency and
Impact according to the following table:
URGENCY 1 URGENCY 2
IMPACT 1 PRIORITY 1 PRIORITY 2
IMPACT 2 PRIORITY 2 PRIORITY 3
IMPACT 3 PRIORITY 3 PRIORITY 4
i. Telephone
ii. Email
iii. Cell phone
iv. Walk in
b. The originator will report an incident to Helpdesk. If the nature of the incident is
such that the incident can be resolved immediately, such as password reset, for
instance, then the Help desk agent will attend to the incident immediately, and
update the call logging system accordingly.
c. For second line support calls, Helpdesk will log the incident on the call logging
system, prioritize and assign incident to an available resource to resolve the call.
d. Once the call has been logged, the originator will be issued with a call reference
number used to follow up on progress and resolution of incident. The call will
remain open on the system until the incident has been resolved.If the resolution
of an incident may require involvement of external suppliers or service providers
(third line of support). In that case, the originator will be informed of such
arrangement and possible delays in the resolution of the incident.
f. In the event that the incident is complicated and cannot be resolved within
reasonable time periods, or that the resolution of the incident may be prohibitively
costly, then the originator will be advised on available options.
g. Before closing any call, the Helpdesk agent must confirm with the originator
whether the call has been resolved satisfactorily. Once the incident has been
resolved, the call logging system will be updated and the call closed.
10.2 Priority (for example in stages 1, 2 and 3): The result from the combination of urgency
and the degree of severity
11.3 Assigned triggers to the Escalation Hierarchy (conditions/rules, which lead to the
Escalation to a particular level within the Escalation Hierarchy)
12.1 The following entries of an Incident Record are investigated for their integrity and
completeness during the closure of an Incident:
a. Protocol of actions
i. Person in charge
ii. Support Group
iii. Time and Date
iv. Description of the activity
b. Documentation of applied workarounds
c. Documentation of the root cause of the Service interruption
d. Date of the Incident resolution
e. Date of the Incident closure
12. PROCEDURE REVIEW