STANDARD OPERATING PROCEDURE

► Help Desk / Help Desk
Create Date: 9 Feb 2010
Revised Date: 6 Feb 2015
Page 6 of 6

APPROVAL

Process Owner(s):
Approval: /
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Retail District Managers
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Cindy Kauffman, Vice President of Donated Goods
Robert Smith, President and CEO

1.0 PURPOSE :

The purpose of this SOP is to ensure that all processes performed within our Retail Store(s) are consistent and uniform. It will alleviate confusion and aid in the training of our associates. It will also enhance our customer service, increase sales, and ensure efforts are made to consistently provide our customers with greater and more frequent choices of product. Ultimately these procedures will protect the donations given to our Retail Store(s) from theft, damage, or any other harm.

2.0 INTENT :

The “Help Desk” has been set up to allow site management a specific channel through which communication can be made to other departments of the agency alerting them to issues or needs of a specific site (retail or contract) that require attention.

3.0 RESPONSIBILITES :

·  District Manager(s)

Monitor assigned Retail Store(s) operation

Audit assigned Retail Store(s) for compliance

Maintain and Update SOP manual

Review procedures for feasibility and effectiveness

Train Management Staff(s) on procedure(s)

·  Store Management

Maintain assigned Retail Store

Inform associates of procedures

Ensure compliance

Train associates in specific areas of responsibility

Ensure associates are held accountable for procedures contained within

4.0 PROCEDURE :

·  The Help Desk is a computer based program that is accessible from and through all the computers in use at all Donated Goods and Contract Store Sites.

·  Go to http://www.exdesk.com/GoodwillIndustriesofLSC/

·  Each location has a user ID and password to log in with.

·  Once you have logged in, this is the next screen you will see:

Top of Form

Bottom of Form / Click to create, edit or close Goodwill Industries of LSC trouble tickets
Top of Form

Bottom of Form / Click to add, edit or delete Goodwill Industries of LSC users
Top of Form

Bottom of Form / Click to select, setup and run Goodwill Industries of LSC usage reports
Top of Form
Bottom of Form / Click to access the Goodwill Industries of LSC help system

·  Click on Trouble Tickets, and it will bring you to the Trouble Tickets Menu Screen:

Top of Form

Bottom of Form / for Client:
Bottom of Form
Top of Form

Bottom of Form / Click to view all new trouble tickets
Top of Form

Bottom of Form / Click to view all open trouble tickets
Top of Form

Bottom of Form / Click to view my assigned trouble tickets
Top of Form

Bottom of Form / Click to view all admin-assigned trouble tickets
Top of Form

Bottom of Form / Click to search the system for trouble tickets

·  At this point you have the option to “Create a Trouble Ticket”, “View Open Trouble Tickets”, etc.

·  To create a trouble ticket, click on “Create A Trouble Ticket. This is the next and final screen you will see:

·  Your Username will automatically be filled in correctly.

·  The next step, located at the top left is the “Trouble Type.” Select this and the pull down menu will appear. This list allows you to direct your needs to the correct department such as IT, HR, Maintenance, Payroll, etc. as well as issue specific such as: IT: Copier, or HR: Employee Badge, or Maintenance: Lights. Highlight the item that best addresses your site’s issue.

·  To the left of the screen is a list of Priority levels that are color coded. Select the appropriate priority level. While we all realize that our issues are all high priority, assign a level that is best suits the issue at hand.

·  The next block asks for a short description; example: “Lights out over entrance”, or, “Faucet leaking”, etc.

·  Next, the block asks for a full description, so following the above examples: Lights are out over entrance, it is dark for the customers and associates when leaving at night, or, faucet in ladies room is leaking from the bottom, floor is wet and this can pose a safety problem.

·  The final block asks for a location, so it might be front of store, rear or store, ladies room etc. This will enable the appropriate respondent to know both where the issues are and assist in the level of importance as well as what tools may be needed.

·  Once the ticket has been processed an email will be sent to the issuer from the Help Desk. This is your confirmation that the ticket has been opened and is live awaiting response. Do not respond to this email.

·  Should you receive an email requesting further information pertaining to your ticket, do not respond to the email.

o  Sign back into Help Desk

o  Choose “View Open Trouble Tickets”.

o  Find your trouble ticket, click on it and add the information requested.

·  Next you are to send your DM an email advising them of trouble tickets opened so that they may be aware of any problems and assist you in insuring that they are attended to quickly and properly.

Remember, the Help Desk program is there to assist you, it is another tool provided by the agency so use it properly.

Acknowledgement: I have read and agree to follow the procedure described above. I understand that failure to follow this procedure may result in corrective action.

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