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IT Support

I. General Support Procedures

Verify the identity of the user requesting support.

Document the details of the support request.

Assign a priority level to the request.

Communicate estimated response times to the user.

Follow up with the user to confirm issue resolution.

II. Hardware Support

Assess the hardware issue reported by the user.

Check warranty status for the hardware in question.

Perform diagnostic tests on the hardware components.

Replace or repair hardware as necessary.

Document the resolution steps taken for future reference.

III. Software Support

Identify the software application involved in the issue.

Check for known issues or updates related to the software.

Guide the user through basic troubleshooting steps.

If necessary, escalate the issue to a specialized team.

Document any software changes or fixes applied.

IV. Network Support

Verify network connectivity for the affected user.

Check for outages or issues reported in the network logs.

Restart network equipment if necessary (routers, switches).

Ensure that user permissions and access rights are correctly configured.

Document any network changes made during troubleshooting.

V. User Account Management

Verify user credentials and account status.

Reset passwords as requested and ensure secure communication.

Assist with account setup and configuration for new users.

Review user permissions and access for compliance.

Document any changes made to user accounts.

VI. Incident Management

Record all incidents in the ticketing system.

Classify incidents based on severity and impact.

Track the status of open incidents until resolution.

Conduct a post-incident review for major incidents.

Analyze incident trends and propose preventive measures.

VII. Customer Feedback

Solicit feedback from users after support resolution.

Evaluate feedback for service improvement.

Address any recurring issues highlighted by users.

Communicate changes or improvements made based on feedback.

Maintain a record of user satisfaction levels.

VIII. Continuous Improvement

Review support processes regularly for efficiency.

Provide training for IT support staff on new technologies.

Update documentation and knowledge base regularly.

Implement new tools and technologies as needed.

Encourage team collaboration and knowledge sharing.

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