Purpose

The tracking of HEAT calls from point of creation, to proper dissemination, to solution. This would include the proper handling, tracking and forwarding of logged issues.

Scope

The scope of the HEAT call covers the point from which it is first received by the Information Help Desk to the point of solution by the Network team member that it was assigned to.

Prerequisites

Prerequisites for a proper HEAT call are that it is logged first through the Information Help Desk, and that proper information is first obtained. Information such as client name, location, brief description of issue to verify the call classification, and if any additional over the phone troubleshooting steps were taken. If such prerequisites are taken then the call can be logged and forwarded appropriately in the HEAT database system.

Responsibilities

Network Services assigned HEAT call handler who filters the calls once they arrive and have been logged within the HEAT database and forwarded to the Network Services team. This person's responsibilities are to locate and assist, if need be, the team member(s) available to rectify the issue(s) in a timely manner. This person is also a key team member and may handle the call on their own until a solution is reached

Procedure

1. Call is first examined by a trained Information Help Desk employee who then first determines what support category best fits the call.
2. Network Services staff call assignment by HEAT call handler.

1. Contact, if need be, by phone or in person the individual(s) best suited to handle the issue.
2. Call is transferred over to that member, who has now been appointed primary on the trouble ticket, and “lead” to resolve the issue.

3. Recruit the knowledge and assistance of additional team members if they believe the situation warrants the additional help. 
4. Once the issue has been resolved, the call and any relevant troubleshooting information that may have taken place, up to the point of solution, is logged into the HEAT database, prior to closing of the call. 

• Issue is now considered solved and the matter is “closed.” 
• A follow up call from the Information Help Desk or Network Services team may follow after point of closing, depending on the nature of the call.

References

Help Desk HEAT call procedures.
Help Desk network troubleshooting instructions.
Network Services Standard Operating Procedures.

Definitions

Help Desk – An area of Academic Services where trouble tickets called heat calls are opened, logged and assigned.

Heat Call – trouble ticket opened when a customer calls the Help Desk at 318-2020.  It contains all relevant information required to complete work being requested.