NORTHSTAR / SERVICE DESK
NEW COLLEAGUESSERVICE HANDOVER
Four steps. One owner at each handover.
1. ReceiveService desk
2. TriageDuty lead
3. ResolveResolver
4. CloseService desk
Acknowledge the request within 30 minutes.
Fictional training process; confirm local procedures before use.
NORTHSTAR / SERVICE DESK
NEW COLLEAGUESSERVICE HANDOVER
Keep the handover visible.
Resolver
Record the current status and the next action.
Duty lead
If unresolved after 2 hours, contact the duty lead.
The service desk confirms closure with the requester.
Fictional training process; confirm local procedures before use.
NORTHSTAR / SERVICE DESK
NEW COLLEAGUESSERVICE HANDOVER
Practise the handover.
Scenario
A request is still unresolved after 2 hours.
Your next action
Contact the duty lead. Share the current status and next action.
Keep the requester informed.
Fictional training process; confirm local procedures before use.