I’m looking for a flowchart or procedure on normal business practices, on how work should flow thru our helpdesk support. In short, our help desk get calls and they direct them to whom they think is the person that might best handle the problem of the user. When this person gets this request, he/she would call the user having the problem, from the details, he/she decides that it should go to another tech. This problem could have been fixed in 3 to 4 minutes, now it has taken 3 to 4 hours beforeit get to the right tech. Can someone please help, we need to educate our helpdesk support.
