Write the help desk SOP

[nicolebrennan]

At a glance

The help desk SOP is critical for standardizing processes, ensuring consistent support, and improving efficiency in resolving user issues.

in order to
Reduce the response times - immediate response to
Provide a centralized reference for onboarding new team members
Comply with organizational policies and regulations
Standardize workflows through clear, step-by-step guidance
Offer predictable and reliable support

Acceptance Criteria

We use DRY behavior-driven development wherever possible.

Tasks

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1. Define the purpose and goals of the SOP
2. Identify key processes and scenarios the SOP should cover
3. Gather insights and document current practices including details on tools, software, and templates used
4. Collect feedback from users on pain points (potentially optional as we are developing a new system)
5. Create a draft structure for the SOP, including ticket intake, troubleshooting, escalation, resolution
6. Analyze existing processes for gaps and inefficiencies
7. Propose updates/new procedures that address the gaps/inefficiencies
8. Write the initial draft including standard workflows for common issues, escalation procedures and POC, metrics for success
9. Share the draft with stakeholders for review/feedback
10. Incorporate feedback into the document
11. Test the SOP in real helpdesk scenarios
12. Note any updates/adjustments from the SOP test
13. Establish a review cycle so the SOP stays up to date

Scenario:

Given
when
...

then...

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1. [a thing happens]

Shepherd

• UX shepherd:
• Help desk shepherd:
• Engineering shepherd:

Background

Security Considerations

Required per CM-4.

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Process checklist

• Has a clear story statement
• Can reasonably be done in a few days (otherwise, split this up!)
• Shepherds have been identified
• UX youexes all the things
• Design designs all the things
• Engineering engineers all the things
• Meets acceptance criteria
• Meets QASP conditions
• Presented in a review
• Includes screenshots or references to artifacts
• Tagged with the sprint where it was finished
• Archived

If there's UI...

• Screen reader - Listen to the experience with a screen reader extension, ensure the information presented in order
• Keyboard navigation - Run through acceptance criteria with keyboard tabs, ensure it works.
• Text scaling - Adjust viewport to 1280 pixels wide and zoom to 200%, ensure everything renders as expected. Document 400% zoom issues with USWDS if appropriate.