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Internal IT Support Team Documentation Structure

From HEIN+FRICKE

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:

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

  1. User contacts IT Through Teams, calls, email, or Zammad.
  2. Ticket Assigner logs and categorizes the issue
    • Priority
    • Category
    • Assignment
  3. Ticket routed to L1 or L2
    • Basic tasks → L1
    • Complex tasks → L2
    • Escalations handled internally
  4. Engineer works on the ticket
    • Updates progress
    • Communicates with user
    • Resolves issue
  5. 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
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