The document outlines procedures for a help desk, including defining different priority levels for issues, an escalation process, use of a log book to track issues, and templates for problem reports. It describes categorizing problems based on priority, the flow of reporting and resolving issues, minimum information to include in the log book, and samples of a problem summary report.

1. Help Desk Procedure, Log Book & Report Template
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2. Contents
1. Helpdesk Process
2. Escalation Procedurele
3. Help Desk Log Book
4. Problem Report
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3. Helpdesk Process
Priority/Severity Level (sample)
Less Priority
• Loss of administrative capabilities
• Loss of feature functionality
• Configuration discrepancies
• Basic questions
• Cosmetic problems
• Etc.
Normal Priority
• Performance on Server is affected.
• Server failure.
• Failures in the ability to add, delete, or reconfigure any service element.
• Etc.
Higher Priority
• Main and backup server is down.
• Complete loss of visibility of service performance, i.e. no means to determine Service
status.
• Etc.
Response time (escalated time, on time support, recovery time, resolution
time)
Responsibility Matrix
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4. Helpdesk Process Flow
Higher Priority:
Problem / Order / Problem Solved
Support Engineer
Technical Inquiry In Time ?
arrive in time
Request Support
Problem
Report to Helpdesk from Customer
Solved
Support
Problem
Normal Priority:
categorized based Problem
Priority? Might/might not be Acknowledged Confirm to Helpdesk
on priority/severity Solved
needed site support
level
Problem dispatched
with necessary Less Priority:
Problem
information and Might/might not be Acknowledged
Solved
tracking number needed site support
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5. Help Desk Log Book
Can be made using database or spreadsheet
Periodically maintained
Helpdesk Log Book shall consist the following
(minimum):
Date/Time of Problem Occurs
Originator/Requestor
Site Information
Problem Description
Problem Open/Closure Date
Person/Company In Charge
Problem Status (open/close/waiting for
support/etc.)
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6. Problem Summary Report
Objective
Action Date
Problem Description
Methodology / Chronology
Summary / Conclusion
Suggestion
Data Collected
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7. Problem Summary Report Sample
Objective:
to investigate the cause of LOW PATH BALANCE.
to describe the problem method of solving it.
Action Date: 14 - 15 October 2002
Problem Description:
Customer reported about Low Performance on PB at Incell 2413 Bojonegara and need to replace DRI 0 1 and 1 0.
Methodology:
Check on SWFM log error of all equipped RTF.
Check on DRI’s calibration data.
Check on feeder’s loss sweep test by distance and frequency.
Observation and Solution:
Initial data calibration:
• DRI 1 1 (all rx bay calibration data)
• DRI 1 0 on rx bay channel 122 at 914.401 MHz (it’s not 914.601 or 914.801 MHz)
• DRI 0 0 at antenna select 2A/B and 3A/B
Found bad return loss on sector 1 on data sweep test.
• Connector ½ to 7/8 at lower jumper was not tighten, release and retighten connector.
Found blank spot 1.5 km from site away to Cilegon (in front of Pesantren).
• It should be no Line of Sight from site because hindered by hill.
There’s no discrepancies on hardware check.
Electrical supply is oftenly dropped from PLN, but it causes no critical damaged (except inhibited DRI which can be clear by reset DRI from
remote login).
Conclusion:
Calibration rx bay DRI 1 1, DRI 1 0, and DRI 0 0 at antenna select 2A/B and 3A/B.
DRCUs (DRI 0 1 & 1 0) still can be calibrated. There’s no replacement required.
Recommendation:
Check feeder’s loss of related sector, due to path balance is out of range.
Check related DRI’s calibration data and recalibrate DRI that’s out of spec cal data.
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8. Sample Outage Report (1)
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9. Sample Outage Report (2)
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10. www.themegallery.com
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