Example Co. · IT Service Desk · team interview
What the team told us
How the people who do the work describe it: how they decide, what they wait for, what makes a case unusual, and where they disagree. Answers are pooled and paraphrased; a task is only included when at least 5 people answered.
Password resets and account unlocks
6 people answered
Complete password resets and account unlocks correctly and on time.
- Starts when: A call or a ticket saying the user is locked out.
- Done when: User confirms they can sign in; ticket resolved with the standard note.
What cases wait for
Unusual cases
- New phone means MFA re-registration as well. (sometimes (under 1 in 10))
- Executives go to the senior tech. (sometimes (under 1 in 10))
Rules and checks
- Verify identity with employee ID and manager name before any reset.
Why extra steps happen
- The KB for MFA re-registration when they have a new phone.
- MFA reset steps for new phones.
Status update emails to users
6 people answered
Complete status update emails to users correctly and on time.
- Starts when: A new item in the queue.
- Done when: When the requester is happy and the ticket is closed.
What cases wait for
- A reply from the requester (100%)
Unusual cases
- Urgent requests from leadership. (sometimes (under 1 in 10))
Rules and checks
Triage and route incoming tickets
6 people answered
Complete triage and route incoming tickets correctly and on time.
- Starts when: New tickets in the unassigned queue, from email and the portal.
- Done when: Category, priority and group set, and the ticket left the unassigned queue.
How decisions are made
| Field | How the team decides | Agreement |
|---|
| Category | From what the user describes: can't log in is Access, laptop issues are Hardware. | Most agree |
| Priority | Impact and urgency matrix; outages are P1. | Most agree |
| Assignment group | By category: Hardware to Desktop Support, Network to Network Ops, apps to App Support. | Most agree |
What cases wait for
Unusual cases
- Security incidents skip the queue and go straight to the security team. (almost never)
Rules and checks
- P1 needs a phone call to the on-call engineer, not just assignment.
Provision software and access requests
6 people answered
Complete provision software and access requests correctly and on time.
- Starts when: New RITM in the access queue, usually from the service portal.
- Done when: Group added, license assigned, work note written and the item closed complete.
- Order: It depends
How decisions are made
| Field | How the team decides | Agreement |
|---|
| Add members | Each catalog item has its own security group, e.g. Visio goes to SG-Visio-Users. I check the KB list if unsure. | Most agree |
| Assign license | If the item is a paid app we assign the license; free apps only need the group. | Most agree |
| State | Closed complete once the group and license are done and the note is in. | Most agree |
What cases wait for
- An approval (75%)
- A reply from the requester (25%)
Unusual cases
- Admin or finance groups need a security review first. (sometimes (under 1 in 10))
- No licenses left: we raise a purchase request and set the item to pending. (sometimes (under 1 in 10))
- Contractors need their sponsor's approval too. (sometimes (under 1 in 10))
Rules and checks
- Manager approval must be on the RITM. Privileged groups need security sign-off.