Improvement and workflow automation St

Start

Decision is made on whether the

issue can be resolved on the call or

not

Helpdesk Analyst

resolves issue over

the phone or via

remote session.

Helpdesk Analyst

troubleshoots

issue in person

Stop

No

Yes

End user contacts

the IT Helpdesk to

report an issue

Helpdesk Analyst

enters information

about the issue in

to the ticketing

system

Decision is made on whether issue needs

to be escalated to Helpdesk Supervisor

for assistance or other internal IT teams

No Escalation Needed

IT Ticket is escalated to either

Business Applications or

Network teams depending on

nature of the issue

Network Team

Decision is made on whether issue

needs to be escalated to Information

Security Manager

Ticket is escalated

to Helpdesk

Supervisor for

assistance

Escalate to other teamsEscalate to Supervisor

Information

Security Manager

resolves ticket or

contacts external

resources who

reach ticket

resolution

No

Yes

Network Analyst

Resolves issue

No

Decision is made on whether issue

needs to be escalated to Business

Applications Manager

Business Applications Team

Business

Applications

Analyst Resolves

issue

No

Business

Applications

Manager resolves

ticket or contacts

external resources

who reach ticket

resolution

Yes

Customer is

contacted for

follow up of

issue

Customer is

contacted for

follow up of

issue

Customer is

contacted for

follow up of

issue

Customer is

contacted for

follow up of

issue