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Help Desk Guidelines

PURPOSE: This Help desk guidelines and related guidelines provide the framework in
Which all IT Help Desk services are provided to OETC users.

REVIEW: This guidelines will be reviewed annually by IT-Security Forum and all changes
shall be approved by OETC general manager.

APPROVED BY: OETC- CEO

BACKGROUND: Help Desk staff is the initial and primary contact for assistance with any

computing and information technology services offered by Information
Technology Section – Administrative Services Department.
POLICY

The purpose of establishing Help desk services is to provide single point of contact for
supporting OETC employees business computing requirements.

The Help Desk will ensure within the assigned priority levels, to response to any reported
incidents by the computer systems end users. The help desk team shall act in a timely,
professional and customer-oriented manner, to resolve OETC users computing Problems or

get them started with computing at OETC.
The Help Desk Support is provided in light of IT operating Policy & Procedures Manual,

Information security Policy & Information Security Manual, IT Service Catalog and in
accordance to OETC management instructions.

Guidelines:

 Help Desk services is provided by three levels of IT staff, the first level support (Tier -1),
the second level support or the seniors (Tier-2) and the third level support or the vendors

(Tier – 3). Help Desk Tier-1 dispatcher is the employee responsible to respond to all calls
and to assign support job to IT staff according to its nature/source and its severity/priority.

 Scope: The first-line (Tier-1) support in areas Including, but not limited to, the following:
o Application software, operating systems, procedures, policies, and facilities

o Computer Hardware and Peripherals
o E-mail and Internet

o Wired and Wireless data networks connectivity

 Service Availability: Help Desk services are available to all OETC employees as
follows:

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