Service Desk Knowledgebase: Template

This is the ??? content page of the CL Wiki Service Desk Knowledgebase. Its purpose is to provide information to the Service Desk team on how to handle problems and requests about this CL service. If you are involved with the provision of this CL service please feel free to add to the knowledge about that it.

If CL staff need to tell the Service Desk team about problems with this service please email
sys-admin-aside@cl.cam.ac.uk.

Return to the Service Desk Knowledgebase SERVICE PORTFOLIO

Key Service Description & URLs

• ??? - A description of the service
• Computer Laboratory News (Twitter use @UC_CL_SysAdm)

CL Customer Documentation

• ???

Further CL Sys-Admin Resources

• http://www.wiki.cl.cam.ac.uk/clwiki/SysInfo/HelpDesk/ - Name of key CL Sys-Admin documentation

Underpinning Services

• ??? - Any supporting or underpinning services

Customer-base for this Service

• All staff & students of the Computer Laboratory and bona fide visitors  ???

Costs

• Free to all current staff & students of the Computer Laboratory  ???

SLA

• N/A

Service Desk Call Handling Procedure

Escalation points and key contacts to be defined...

• RT tickets can be escalated by changing the Queue to backoffice with the Owner set to Nobody and the Status as new. Tell the requestor:
  I am passing this request over to the experts who, I'm sure, will be in contact shortly.

• RT tickets can be escalated to the ??? by changing the Queue to ??? with the Owner set to Nobody and the Status set to new. Tell the requestor:
  I am passing this request over to the ??? team who, I'm sure, will be in contact shortly.

• RT tickets can be escalated to Firstname Lastname by changing the Owner to ??? with the Status set to new. Tell the requestor:
  I am passing this request over to ??? who, I'm sure, will be in contact shortly.

Contacts

Primary

• ???@cl.cam.ac.uk (Goes to ???)
• ???@lists.cam.ac.uk (Goes to ???)
• Tel: ???

Other

• Firstname Lastname

Availability

• Monday:
• Tuesday:
• Wednesday:
• Thursday:
• Friday:
• Saturday: Closed
• Sunday: Closed

Hints, Tips & Known Issues

Title

Firstname Lastname (Date)

Info...

Categorising Keywords

• A categorization or service type