At least three levels of support process are foreseen, and working on specific ticket should be avoided since it is human work intensive. Upon receiving a ticket:
Search for the documentation regarding the topic of the user's question.
Reference the user to the documentation so that no effort is taken and we improve the response time.
Close the ticket.
48 h response time promise at central EGA requires 5 people. Each one of the national nodes might have similar resourcing foreseen to give good support, required support know-how and service level offered to users depends on the services becoming available from the local nodes.
Motivation
This SOP aims to optimise time in ticket handling and response HDs.
Existing Procedures or References
No response
Impact
No response
Stakeholders
No response
Additional Information
No response
Requester GDI role
Yes
Requester GDI Node
Portugal
Confirmation
[X] I have searched the existing SOPs and this request does not duplicate an existing SOP.
[X] I understand that submitting this request does not guarantee the creation of the SOP.
SOP topics
Helpdesk & operations
SOP type
Node-specific
SOP Title
Optimise response time
Detailed Description
At least three levels of support process are foreseen, and working on specific ticket should be avoided since it is human work intensive. Upon receiving a ticket:
48 h response time promise at central EGA requires 5 people. Each one of the national nodes might have similar resourcing foreseen to give good support, required support know-how and service level offered to users depends on the services becoming available from the local nodes.
Motivation
This SOP aims to optimise time in ticket handling and response HDs.
Existing Procedures or References
No response
Impact
No response
Stakeholders
No response
Additional Information
No response
Requester GDI role
Yes
Requester GDI Node
Portugal
Confirmation