IT Helpdesk Technician

**IT Technician SOP**

**1 - 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

**2 - 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

**3 - 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

**4 - 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
- Microsoft 365 Fundamentals
- or
- Microsoft 365 Certified: Modern Desktop Administrator Associate(Preferable)

**Job Types**: Full-time, Permanent

Application Deadline: 2023/03/03