Swapnil.mangalkar@heinfricke.team at 14:41, 26 November 2025

2025-11-26T14:41:42Z

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	== 7. Diagram (Reference) ==		== 7. Diagram (Reference) ==
	[[File:~~Image03~~.png\|center\|frame]]		[[File:IT03.png\|center\|frame]]

Swapnil.mangalkar@heinfricke.team at 10:49, 25 November 2025

2025-11-25T10:49:37Z

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	== 7. Diagram (Reference) ==		== 7. Diagram (Reference) ==
	[[File:~~IT01~~.png\|center\|frame]]		[[File:Image03.png\|center\|frame]]

Swapnil.mangalkar@heinfricke.team at 10:44, 25 November 2025

2025-11-25T10:44:49Z

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	== 7. Diagram (Reference) ==		== 7. Diagram (Reference) ==
	[[File:~~IT Team Ticket Management Workflow~~.png\|center\|frame]]		[[File:IT01.png\|center\|frame]]

Swapnil.mangalkar@heinfricke.team: /* 7. Diagram (Reference) */

2025-11-25T10:37:32Z

7. Diagram (Reference)

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	== 7. Diagram (Reference) ==		== 7. Diagram (Reference) ==
			[[File:IT Team Ticket Management Workflow.png\|center\|frame]]


	----		----

Swapnil.mangalkar@heinfricke.team: Created page with "== 1. Introduction == This document describes the internal IT Support structure, responsibilities, communication flow, and daily hotline rotation. The goal is to maintain consistent ticket handling, clear ownership, and efficient workload distribution across the team. The support team includes: * '''1 Ticket Assigner''' * '''1 Deputy Assigner''' * '''2 Hotline Engineers (rotating daily)''' * '''2 L1 Engineers''' * '''2 L2 Engineers''' * '''Project & Training Responsib..."

2025-11-25T10:33:04Z

Created page with "== 1. Introduction == This document describes the internal IT Support structure, responsibilities, communication flow, and daily hotline rotation. The goal is to maintain consistent ticket handling, clear ownership, and efficient workload distribution across the team. The support team includes: * '''1 Ticket Assigner''' * '''1 Deputy Assigner''' * '''2 Hotline Engineers (rotating daily)''' * '''2 L1 Engineers''' * '''2 L2 Engineers''' * '''Project & Training Responsib..."

New page

== 1. Introduction ==
This document describes the internal IT Support structure, responsibilities, communication flow, and daily hotline rotation.

The goal is to maintain consistent ticket handling, clear ownership, and efficient workload distribution across the team.

The support team includes:

* '''1 Ticket Assigner'''
* '''1 Deputy Assigner'''
* '''2 Hotline Engineers (rotating daily)'''
* '''2 L1 Engineers'''
* '''2 L2 Engineers'''
* '''Project & Training Responsibilities'''

----

== 2. Roles and Responsibilities ==

=== 2.1 Ticket Assigner (Primary Dispatcher) ===
The Ticket Assigner is responsible for:

* Monitoring incoming support requests (Teams, calls, email, Zammad)
* Assigning tickets to the correct engineer
* Categorization:
** Priority
** Assignment
** Category
* Ensuring workflow consistency in Zammad

'''Important:'''

* The Assigner '''does not work on tickets'''
* The Assigner '''does not perform project tasks''', only planning activities
* When in meetings or unavailable, the '''Deputy Assigner''' takes over

----

=== 2.2 Deputy Assigner ===
The Deputy:

* Acts as the backup dispatcher
* Handles ticket priority and assignment when the Assigner is unavailable
* Does '''not''' work on tickets
* Is allowed to work on project tasks when not dispatching

----

=== 2.3 L1 Support (Junior Engineers) ===
L1 engineers handle basic, user-facing issues:

* Password resets
* Email issues
* Printer support
* Access requests
* Basic troubleshooting

'''Assigned L1 Staff:'''

* '''Suraj Mali'''
* '''Sufiyaan Rahi'''

----

=== 2.4 L2 Support (Senior Engineers) ===
L2 engineers handle:

* Escalations
* Server and network troubleshooting
* Cloud and security issues
* Advanced technical tasks
* Project implementation
* Training for L1 staff

'''Assigned L2 Staff:'''

* '''Makarand Prakshale'''
* '''Shubham Patil'''

----

== 3. Daily Hotline Rotation System ==
To ensure fast response to urgent issues, the IT team operates a '''two-person hotline rotation'''.

=== Hotline Structure ===

* Every day, '''two engineers''' are responsible for immediate response
* The hotline team handles:
** Urgent Teams messages
** Critical calls
** Priority 1 incidents
** Immediate troubleshooting cases

=== Daily Rotation Schedule ===
Hotline roles rotate '''every day''' between two pairs:
{| class="wikitable"
!Day
!Hotline Team
|-
|Day 1
|'''Makarand + Suraj'''
|-
|Day 2
|'''Shubham + Sufiyaan'''
|-
|Day 3
|Back to '''Makarand + Suraj'''
|-
|Day 4
|Back to '''Shubham + Sufiyaan'''
|}
…and so on.

=== Hotline Rules ===

* Hotline engineers must remain available on Teams and by phone
* They continue to work on assigned tasks, but '''hotline messages take priority'''
* Assigner will try to distribute work fairly so hotline engineers are not overloaded
* Non-urgent tasks can be rescheduled if hotline workload increases

----

== 4. Ticket Flow Process ==

=== Step-by-Step Workflow ===

# '''User contacts IT''' Through Teams, calls, email, or Zammad.
# '''Ticket Assigner logs and categorizes the issue'''
#* Priority
#* Category
#* Assignment
# '''Ticket routed to L1 or L2'''
#* Basic tasks → L1
#* Complex tasks → L2
#* Escalations handled internally
# '''Engineer works on the ticket'''
#* Updates progress
#* Communicates with user
#* Resolves issue
# '''Ticket closure'''
#* Engineer closes
#* Assigner reviews SLA and workflow compliance

----

== 5. Communication Flow ==

=== Incoming Channels ===

* Microsoft Teams
* Phone calls
* Email
* Zammad system

=== Internal Communication ===

* Assigner ↔ Engineers
* Hotline team ↔ Users
* L1 ↔ L2 escalations
* Daily briefings / updates

----

== 6. Project & Training Tasks ==
Team members may also be assigned to:

* '''Project A'''
* '''Project B'''
* '''Training activities'''
* Documentation in MediaWiki

Projects are not mixed with support unless pre-approved.
----

== 7. Diagram (Reference) ==
----

== 8. Benefits of This Structure ==

* Faster response to urgent incidents
* Balanced workload with the hotline rotation
* Clear accountability
* Consistent ticket routing
* Improved SLA performance
* Structured escalation path

----

== 9. Summary ==
This workflow ensures:

* Controlled and organized ticket management
* Hotline availability every day
* Separation of roles for better efficiency
* Clear structure for L1/L2 support
* Support and project work remain well-managed

Internal IT Support Team Documentation Structure - Revision history

Swapnil.mangalkar@heinfricke.team at 14:41, 26 November 2025

Swapnil.mangalkar@heinfricke.team at 10:49, 25 November 2025

Swapnil.mangalkar@heinfricke.team at 10:44, 25 November 2025

Swapnil.mangalkar@heinfricke.team: /* 7. Diagram (Reference) */