IT Support Field Kit Module 2: Intake & Process

The process around the fix. Eleven printable pages covering what happens before you start troubleshooting and after you stop.

Phone and chat intake, so the first ninety seconds capture what you will need two hours later. Verifying identity before a reset, which is the page worth laminating. Priority and severity set from impact and urgency rather than from who called. Response and resolution targets. The escalation matrix. Remote sessions and closing the call. And writing a ticket a colleague can pick up cold, which is the difference between a help desk and a group of people each holding their own work in their head.

Three things on these pages are deliberately blank, because no two organizations answer them the same way: your real response and resolution targets, your covered hours and escalation teams, and your approved verification methods. Fill them in once, print, and they stop being a question anyone has to ask at 4pm on a Friday.

WHAT YOU GET

US Letter and A4, both files included, identical content. Undated and unnumbered, so pages get reprinted rather than photocopied. Prints clean in black and white. Every future version included at no extra cost.

Single-user licence: one person prints and uses it. For a site or a team, the Complete System is sold with a facility licence.

PART OF A SET

This is one of seven modules. The Complete System collects all seven in a single 67-page PDF with continuous numbering and a contents page, for $79, which is $54 less than buying the modules separately.