Tech Liaison Role / Top Ten Troubleshooting Issues
This guide describes how the Tech Liaison role will function within guidelines established in our service level agreement (SLA). The goal is to help our organization to gain control of their tech support services and costs. This model calls for our management level ‘CIO’ to make strategic decisions and ‘tech liaisons’ to take initial problem reports and make a first brief attempt at troubleshooting the problem.
Ground Rules
- Document the problem. Write down any Windows or application error messages on the computer. Describe the situation when the problem occurred. Fill out the problem report as completely as you can.
- Spend no more than 5-10 minutes troubleshooting the problem.
- If you are able to resolve the problem, document the steps taken to resolve it. This information may be able to help the next person with the problem.
- If you are not able to resolve the problem, determine the priority level of the problem using the SLA and report it to the CIO.
Level 1: Mission critical
- An urgent problem that seriously affects a substantial number of users
- A problem that relates to a data or application security issue
- A problem for in which a system is inoperable and there is no workaround