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| '''Support Email:''' '''support@heinfricke.services'''
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| '''Applies To:''' All Employees
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| == 1. Purpose ==
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| The purpose of this document is to define the standard process for requesting IT support within Hein+Fricke.
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| This ensures that all user issues, service requests, and incidents are handled efficiently, consistently, and within agreed SLAs.
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| == 2. Scope ==
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| This process applies to all employees, and interns who require IT assistance related to:
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| * Hardware (laptops, monitors, printers, etc.)
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| * Software (Windows, Office 365, VPN, etc.)
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| * Network issues (Wi-Fi, VPN, connectivity)
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| * Account issues (password reset, access request)
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| * Email / Teams / SharePoint problems
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| * Security incidents
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| * Any IT-related request
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| == 3. How to Request IT Support ==
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| === 3.1 Primary Support Channel ===
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| Employees must submit all IT support requests using:
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| '''Email:''' '''support@heinfricke.services'''
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| This email automatically creates a support ticket in the IT Helpdesk system.
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| === 3.2 Information Required in the Email ===
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| To ensure faster resolution, employees should include the following:
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| ==== Subject Line Format: ====
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| '''[Issue Type] – [Short Description]'''
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| Example:
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| * ''Laptop Issue – System not booting''
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| * ''Access Request – Software Installation''
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| ==== Email Body Requirements: ====
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| # '''Your Full Name'''
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| # '''Department'''
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| # '''Contact Number (optional but helpful)'''
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| # '''Issue Description'''
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| # '''Steps already tried (if any)'''
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| # '''Screenshots (if possible)'''
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| # '''Urgency level''' (Low / Medium / High / Critical)
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| == 4. Automatic Ticket Creation ==
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| Once the email is sent:
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| # A ticket is automatically created in the IT Helpdesk system.
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| # The user receives a confirmation email with a '''ticket ID'''.
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| # The ticket is assigned to an IT support engineer based on priority and category.
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| == 5. Escalation Process ==
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| === If the issue is not resolved within expected timeframes: ===
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| # '''Level 1 Escalation:''' IT Support Engineer
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| # '''Level 2 Escalation:''' IT Team Lead
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| # '''Level 3 Escalation:''' IT Manager
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| Escalation can also be requested by replying to the ticket email.
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| == 6. User Responsibilities ==
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| Employees must:
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| * Use '''support@heinfricke.services''' for ALL IT support requests
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| * Provide accurate and complete details
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| * Avoid calling individual IT staff (unless emergency)
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| * Not share passwords or sensitive information unnecessarily
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| * Confirm resolution when IT closes the ticket
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| == 7. IT Support Operating Hours ==
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| * '''Monday to Friday:''' 09:30 – 21:00 Indian Standard Time
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| * '''Weekends & Holidays:''' Emergency support only
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| Requests submitted outside working hours will be processed the next business day unless marked '''Critical'''.
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| == 8. Types of Supported Services ==
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| === Hardware ===
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| * Laptop/Desktop issues
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| * Printer support
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| * Docking station & monitor support
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| === Software ===
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| * Office 365
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| * VPN Client
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| === Accounts & Access ===
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| * Password resets
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| * User onboarding/offboarding
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| * Folder permissions
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| === Network ===
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| * Wi-Fi issues
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| * VPN issues
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| * Remote access problems
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| == 9. Security Incidents ==
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| If you suspect a security incident:
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| Use the '''subject:'''
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| 🚨 ''Security Incident – Immediate Attention Required''
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| Examples:
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| * Phishing emails
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| * Suspicious login alerts
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| * Stolen laptop
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| * Malware popup
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| Security incidents are treated as '''Critical Priority'''.
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| == 10. Ticket Closure ==
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| A ticket will be closed when:
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| * The issue is resolved
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| * The user confirms resolution
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| * The user does not respond for '''3 business days''' after solution provided
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| == 11. Document Ownership ==
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| * '''Document Owner:''' IT Manager
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| * '''Reviewed:''' Annually
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| * '''Version Control:''' Maintained in the IT Documentation System
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