Customer or system can use 3 different communication methods when they contact the organisation., Another communication method could be a hand held device such as a tablet or smart phone., Another communication method could be a phone., Another communication method could be a computer, such as a web page or social media page., How to fix a fault or other guidance goes back to the customer using the same communication methods., Technical queries and fault reports (about 180 per day) are dealt with first by the help desk., The help desk has 12 staff., The helpdesk redirects the communications by sending fault reports to the six staff in the IT technical support, The help desk also redirects communications by sending technical queries to the eight staff who provide IT technical advice., Fault information and the resolution of faults are recorded in a database., The database currently holds 750,000 (current) records., Data from the database is sent to managers each month detailing the faults reports, how they were resolved and how long it took resolve the problem., Fault information and how these were resolved is added to a cloud-based knowledge system., The IT technical advice staff draw down the information from the knowledge system through a web browser to use it to resolve technical queries., The technical advice is fed back to the customer/ user via the same methods that generated the query..

System Diagrams - Interpreting technical supports function for an ISP

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