📋 OneNet Helpdesk Administration Standard Operating Procedures

[ONENET HELPDESK SOP 2026 V1.0]

Document Title: Helpdesk Administration SOP Department: Helpdesk Company: OneNet Version: 1.0 Effective Date: Feb 09 2026 Approved By: [Insert Approver]

1. Purpose

This SOP establishes standardized procedures for Helpdesk Operators at OneNet to ensure professional customer service, accurate documentation, effective escalation, and reliable monitoring of critical assets.

2. Scope

This SOP applies to all Helpdesk Operators, Engineers, and Team Leaders within OneNet.

3. Responsibilities

1. Helpdesk Operators: Answer calls, document interactions, assign tasks, escalate issues when required.
2. Helpdesk Engineers: Handle escalations, ensure technical accuracy, support monitoring setup.
3. Team Leaders: Oversee peer reviews, approve sensitive correspondence, ensure compliance with SOP.

4. Procedures

4.1 Telephone Conduct

1. All incoming calls to OneNet’s 1300 numbers must be answered promptly.
2. Use the standard greeting script: “Good Morning and Thank You for Calling OneNet, how may I assist you today?”
3. Maintain a polite, cordial, and professional tone throughout the call.

4.2 Call Documentation

1. Every call must be documented in AroFlow or the relevant application.
2. Required details:
3. Calling Party Name
4. Return Contact Information
5. Topic of Call
6. Tasks to be performed
7. Assigned To
8. Due Date
9. Notes
10. After documentation, the call should be:
11. Transferred to the relevant party, OR
12. A message taken and sent to the relevant person, OR
13. Documented thoroughly for another team member to complete.

4.3 Escalations

1. If escalation is required, the Helpdesk Engineer must:
2. Verbally discuss the request with their 2IC (Second-in-Command) or relevant team member.
3. Ensure the team is fully aware of the escalation and background details.

4.4 Peer Review

1. Any correspondence containing financials or sensitive technical matters must undergo peer review.
2. Minimum requirement: Reviewed by two team members, including one Team Leader.
3. Operators must collaborate with colleagues to ensure accuracy and compliance.

4.5 Monitoring

1. The Helpdesk Team is responsible for configuring, testing, deploying, and managing monitoring systems.
2. Critical assets must be added to OneNet monitoring systems prior to production deployment.
3. Monitoring dashboards must use a traffic light style:
4. Green: Normal operation
5. Amber: Warning/attention required
6. Red: Critical alert

4.6 Security & Data Privacy

1. All customer information must be treated as confidential.
2. Do not share customer details outside of OneNet systems or with unauthorized personnel.
3. Follow company guidelines for password handling, authentication, and secure storage of sensitive data.
4. Ensure compliance with relevant data protection laws (e.g., Australian Privacy Principles).

4.7 Response & Resolution Times

1. Calls and tickets must be acknowledged within 2 minutes of receipt.
2. Standard issues should be resolved within 24 hours, unless escalated.
3. Critical outages must be escalated immediately and logged as Priority 1.

4.8 Ticket Management

1. Every customer interaction must result in a ticket in AroFlow.
2. Tickets must be updated regularly with progress notes.
3. Closed tickets must include a summary of resolution steps taken.
4. Avoid duplicate tickets — always check for existing records before creating a new one.

4.9 Professional Conduct

1. Maintain a calm and professional demeanor, even in stressful situations.
2. Avoid jargon when speaking with customers; use clear, simple language.
3. Never make promises that cannot be delivered — instead, provide realistic timelines.

4.10 Training & Continuous Improvement

1. Helpdesk Operators must attend regular training sessions on:
2. New technologies (AI, telecoms, monitoring tools)
3. Customer service best practices
4. Security and compliance updates
5. Operators should provide feedback on SOP effectiveness during quarterly reviews.

4.11 Reporting

1. Daily summary reports must be submitted to the Team Leader, including:
2. Number of calls handled
3. Number of tickets created and closed
4. Escalations performed
5. Outstanding issues
6. Weekly reports should highlight trends (e.g., recurring complaints, system failures).

4.12 Disaster Recovery & Outage Protocol

1. In case of a major outage, follow the OneNet Incident Response Plan.
2. Notify management immediately and provide regular updates.
3. Ensure customers are informed of outages and expected resolution times.
4. Document all actions taken during the outage for post-incident review.

4.13 Quality Assurance

1. Random call and ticket audits will be performed weekly by Team Leaders.
2. Operators will receive feedback on performance, documentation quality, and customer interaction.
3. Continuous improvement plans will be implemented based on audit findings.

5. Compliance

Failure to follow this SOP may result in disciplinary action and impact service quality.

6. Review Cycle

This SOP will be reviewed quarterly by Helpdesk Management to ensure relevance and effectiveness.