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