KEFRI Knowledge Base

ICT HelpDesk Work Flow


  1. The user access the system through the link on the institutional website or the ERP.
  2. User logs into the system (payroll number and password).
  3. Select area of help needed.
  4. Provide details of the issue.
  5. Submit request.
  6. Admin receives the request after login.
  7. Admin assigns issue to engineer (ICT officers).
  8. Submit request to the engineer.
  9. Engineer receives the request after login.
  10. Engineer resolves the issue and gives feedback report to the user.
  11. Engineer records the methodology of resolving the issue and submits to the knowledge base.
  12. Engineer close the issue as resolved if they are successful.
  13. If not successful, engineer escalates the issue to another engineer, or to service provider through the HICT (Head ICT).
  14. Second engineer records the methodology of resolving the escalated issue and submits to the knowledge base.
  15. Continuous review and report progress on issue once resolved by the service provider.
  16. Incase assigned engineer is not available, admin reassigns the issue to another engineer.
  17. Process goes to step No. 9
  18. Close issue once resolved.

Submited by EstherManyeki on 14 Sep 2020

TopicInfoForm edit

type Default
thematicarea FRSS
project NA
author Esther Manyeki, Rachel Kariuki, Johnstone Maganga
summary ICT process work flow for help desk
Topic revision: r1 - 14 Sep 2020, EstherManyeki

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