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Help Desk Standard Operating Procedures (SOP) Manual

Help Desk Standard Operating Procedures (SOP) Manual

Applies To: Tier 1 & Tier 2 Support Technicians
Effective Date: __________________
Approved By: __________________

1. Help Desk Mission

The Help Desk exists to:

  • Deliver fast, professional IT support

  • Protect client environments through secure practices

  • Document all work clearly and accurately

  • Maintain SLA response and resolution standards

  • Uphold Blackhawk MSP’s reputation for excellence

2. Service Standards

2.1 Professional Communication Standards

Technicians must:

  • Speak clearly and professionally

  • Avoid slang or informal language

  • Use complete sentences in tickets and emails

  • Use approved company email signature

  • Never blame clients or vendors

Required Email Format:

Subject: Ticket #[####] – Brief Description
Greeting: Good morning/afternoon [Client Name],
Body: Clear explanation of issue and action taken
Closing: Please let us know if you need anything further.
Signature: Official Blackhawk MSP signature

3. Ticket Handling Procedure

3.1 Ticket Intake

Tickets may arrive via:

  • Email

  • Phone

  • Portal submission

  • Monitoring alerts (RMM)

All issues must have a ticket before work begins.

If a client calls:

  1. Create ticket immediately

  2. Document issue summary

  3. Assign priority

  4. Begin troubleshooting

3.2 Ticket Prioritization

Priority Description Response Time
Critical Server down, ransomware, outage Immediate
High Multiple users impacted < 1 hour
Medium Single user business impact Same day
Low How-to / minor issues Within 24 hours

Escalate Critical issues immediately to senior technician.

3.3 Documentation Standards

Every ticket must include:

  • Problem description

  • Environment details

  • Troubleshooting steps taken

  • Root cause (if known)

  • Resolution summary

  • Time entry

Never document passwords in tickets.

4. Remote Support Procedure

Before connecting:

  • Verify client identity

  • Confirm permission to remote in

  • Ensure ticket exists

During session:

  • Explain what you are doing

  • Do not browse unrelated files

  • Do not disable security tools without approval

After session:

  • Document all actions taken

  • Confirm resolution with client

5. Common Help Desk SOPs

5.1 Password Reset Procedure

  1. Verify user identity

  2. Reset password in admin portal

  3. Force password change at next login

  4. Confirm MFA functioning

  5. Document in ticket

5.2 Outlook Troubleshooting

Steps:

  1. Check internet connectivity

  2. Restart Outlook

  3. Verify mailbox status in M365

  4. Rebuild profile if necessary

  5. Check OST corruption

  6. Confirm resolution

5.3 Printer Troubleshooting

  1. Confirm printer online

  2. Check network connectivity

  3. Restart spooler service

  4. Reinstall printer driver

  5. Clear stuck print queue

  6. Test print

5.4 Mapped Drive Issues

  1. Confirm server online

  2. Test ping

  3. Verify DNS resolution

  4. Re-map using UNC path

  5. Check user permissions

  6. Document resolution

6. RMM & Monitoring SOP

6.1 Alert Handling

When alert is received:

  1. Open ticket immediately

  2. Identify device and client

  3. Investigate cause

  4. Resolve or escalate

  5. Document outcome

Never ignore alerts.

6.2 Backup Monitoring

Daily checks:

  • Backup success status

  • Storage thresholds

  • Failed jobs

  • Ransomware alerts

If failure detected:

  1. Notify senior technician

  2. Attempt re-run

  3. Notify client if risk exists

  4. Document clearly

7. Security & Incident Response

7.1 Suspected Phishing

  1. Do NOT click links

  2. Collect email headers

  3. Isolate affected device if clicked

  4. Notify senior tech immediately

  5. Open high-priority ticket

  6. Document incident

7.2 Malware Detection

  1. Isolate device from network

  2. Run approved security scan

  3. Notify management

  4. Preserve logs

  5. Document timeline

7.3 Ransomware Response (Immediate Escalation)

  1. Disconnect device from network

  2. Do NOT power off unless instructed

  3. Notify management immediately

  4. Preserve evidence

  5. Follow Incident Response Plan

8. Escalation Procedure

Escalate when:

  • Issue exceeds 30 minutes without progress

  • Server-level changes required

  • Firewall or network configuration involved

  • Compliance-sensitive environment impacted

Escalation must include:

  • Summary of issue

  • Steps already taken

  • Screenshots if applicable

9. Change Management Procedure

Before making changes to:

  • Firewall rules

  • Server configuration

  • DNS records

  • Microsoft 365 tenant settings

You must:

  1. Confirm client authorization

  2. Create change ticket

  3. Document before/after state

  4. Notify affected users if necessary

10. Time Entry Standards

  • Log time daily

  • Be accurate and honest

  • Include detailed notes

  • Do not batch log at end of week

11. After-Hours Support Procedure

For emergencies:

  1. Confirm severity

  2. Notify on-call technician

  3. Document immediately

  4. Update client regularly

  5. Close only after confirmation

12. Website & Marketing Support SOP (If Assigned)

When updating WordPress:

  • Backup site first

  • Avoid installing unauthorized plugins

  • Maintain SEO standards

  • Document all changes

13. Performance Expectations

Technicians are evaluated on:

  • SLA compliance

  • Documentation quality

  • Security adherence

  • Professional communication

  • Client satisfaction

  • Initiative and accountability

14. Zero-Tolerance Violations

Immediate disciplinary action for:

  • Sharing client credentials

  • Disabling security controls

  • Unauthorized system access

  • Falsifying time entries

  • Data exposure

Acknowledgment

I acknowledge that I have reviewed and understand the Blackhawk MSP Help Desk SOP Manual.

Employee Name: _________________________
Signature: _____________________________
Date: _________________________________

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