IT Helpdesk Technician

IT Technician SOP

- Critical

Incident Level - Entire Organisation is impacted with 90% user disruption.

Service Request Level - Hardware replacement affecting entire business
-
Servers or Services are offline / users cannot connect to internal or external hosted services.
-
Internet connection is down / users cannot connect to external internet services
-
Network Equipment is offline / network hardware devices have gone offline causing all users not to be able to connect to services.
-
Datacentre Node offline / Affecting all network connectivity
-
Cyber Threat / resulted in network offline
-
Telco Lines / Connectivity Issues, No Incoming or Outgoing calls possible.
-
PBX / System down (a large percentage verses

isolated user's out)

15 Minute

Priority

Response:
From

ticket logged

Limited Response
(Telephonic or

Related to Third

Party Providers
30 Minute Remote

Support

(Remote/

Telephonic)

2 Hour On-Site if

Required

- High Priority

Incident Level Entire Organisation is impacted with 50% user disruption.

Service Request Level - Hardware replacement affecting branch of the business
-
Servers or Services are intermittently offline / users cannot connect to internal or external hosted services intermittently.
-
Internet connection is down / users cannot connect to external internet services for more than 4 hours

30 Minute

Response:
From

Limited Response
Ticket Logged

Related to Third
1 Hour Remote

Party Providers
Support

4 Hour On-Site if

Required
-
Network Equipment is offline / Network hardware devices have gone offline causing users not to be able to connect to services.

• PBX System Down (isolated users out)
• Operators down for more than 3 hours
• Less than 25% Call Centre failure
• Minor Voice degradation; isolated calls
• Slow Data experience
• Partial Data interruption

- Normal

Incident Level - mínimal users are impacted.

Service Request Level - If service licencing needs to be provisioned, Remote response or Hardware equipment is needed.
-
End User Setup / New user needs to be provisioned and setup with all relevant hardware and services.
-
End User Support / End user issues that are having a minor impact on their productivity.
-
Network Support / End user is having internal connectivity issues intermittently.
-
Printer Support / Printer is offline in one department

• PBX or Connectivity Faults that are isolated or intermittent
• Alarm/s on the PBX System
• Addition of New Users; moves & changes

1 Hour Response

Priority
from Ticket Logged

8 Hour Remote

Limited Response
Support

Related to Third
16 Hour On-Site if

Party Providers
Required

- Low Priority

Limited Response Related to Third Party Providers
Defect causes minor inconvenience.

2 Hours Response from Ticket Logged 16 Hour Remote Support

32 Hour On-Site if

Required

Job Types:
Full-time, Permanent

Application Deadline: 2023/03/03

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