Standard Operating Procedure

STANDARD OPERATING PROCEDURE (SOP) 

I. Purpose: This SOP outlines the standardized workflows, responsibilities, and escalation procedures for the Software and Hardware Installation, Repair, and Maintenance (SHIRM) unit, ensuring consistent, high-quality service delivery aligned with global best practices in world-class universities.

II. Scope: This SOP applies to all staff within the SHIRM unit, including the Unit Head/Manager, Team Leads, Technicians, and Student Interns, covering all aspects of service delivery from initial request to completion and follow-up.

III. Structure of Operations:

The SHIRM unit operates under a hierarchical structure with clearly defined roles and responsibilities:

1. Head of Unit: Oversees all operations, ensuring adherence to this SOP, managing resources, and reporting to the COMSIT Director.
2. Team Leads (Hardware, Software, Network, Training & Support): Manage their respective teams, delegate tasks, and ensure timely completion of work.
3. Technicians: Perform hands-on installations, repairs, and maintenance tasks according to established procedures. 
4. Interns: Assist technicians under close supervision.
5. Administrative Staff: Manage scheduling, billing, inventory, and client communication.

IV. Responsibilities:

1. Unit Head/Manager: Strategic planning, resource allocation, budget management, performance monitoring, compliance, stakeholder communication, staff training.
2. Team Leads: Team management, task delegation, quality control, technical guidance, training, escalation of complex issues.
3. Technicians: Execute repairs, installations, and maintenance tasks based on established procedures; document all work accurately; escalate problems to Team Leads as needed.
4. Interns: Assist technicians; learn established processes and procedures; work under direct supervision.
5. Administrative Staff: Maintain accurate records, handle client communication, manage inventory, process billing, prepairs reports.

V. Job Descriptions: (Detailed job descriptions for each role should be created as separate documents, referencing this SOP.)

VI. Service Request Process:

1. Request Submission: Clients (internal or external) submit service requests through an established ticketing system. The system should capture all relevant details (equipment type, problem description, contact information, etc.).
2. Ticket Assignment: The administrative staff assigns tickets to the appropriate team lead based on the nature of the request.
3. Initial Assessment: The Team Lead assesses the request, determines the necessary actions, and assigns tasks to technicians or interns.
4. Service Delivery: Technicians perform the required work following established procedures. All work is documented in the ticketing system, including steps taken, parts used, and time spent.
5. Quality Control: The Team Lead reviews the completed work, ensuring compliance with quality standards and documenting outcomes.
6. Client Communication: Administrative staff updates the client on the progress and completion of the service request.
7. Closure: Once the client confirms satisfaction, the ticket is closed.

VII. Escalation Procedure:

1. Technicians escalate complex or unresolved issues to their Team Lead.
2. Team Leads escalate issues beyond their expertise or involving significant resources to the Unit Head/Manager.
3. The Unit Head/Manager escalates issues involving multiple units or requiring significant budgetary approval to the COMSIT Director.

VIII. Line of Reporting:

1. All staff report to their immediate supervisor. The hierarchy is: Technicians/Interns → Team Leads → Unit Head/Manager → COMSIT Director.

IX. Global Standard Practice Alignment:

This SOP aligns with global best practices in university IT service management by emphasizing:

1. ITIL Framework: Integration of ITIL principles for efficient service management.
2. ISO Standards: Compliance with relevant ISO standards for IT service management.
3. Customer Focus: Prioritizing customer satisfaction through timely and effective service delivery.
4. Continuous Improvement: Regular review and updates to the SOP based on performance data and feedback.
5. Knowledge Management: Creating and maintaining a comprehensive knowledge base for efficient problem-solving.
6. Risk Management: Identifying and mitigating potential risks to service delivery.
7. Security Protocols: Maintaining the highest security standards throughout all procedures.

X. Documentation and Review:

This SOP will be regularly reviewed and updated (at least annually) by the Unit Head/Manager, ensuring it remains current, relevant, and effective. All work performed under this SOP must be meticulously documented.

XI. Training:

All SHIRM unit staff will receive comprehensive training on this SOP and any updates. Ongoing training on relevant technologies and service management best practices will be ensured.

This detailed SOP provides a robust framework for the SHIRM unit. Remember to add specific details on tools, technologies, and internal processes used within the unit for a fully functional document. Regular training and review are crucial for sustained compliance and improvement.

Document Control: The SHIRM unit will maintain a central repository for all SOPs and related documentation. Each document will have a unique identifier (e.g., document number, version number, revision date). A version control system will track all changes and revisions, ensuring that only the most up-to-date version is used. A document change log will record who made the change, when it was made, and the reason for the change.

Document Approval Process: All SOPs and other controlled documents will undergo a formal approval process. This process will typically involve review and approval by the relevant Team Lead, the Unit Head/Manager, and potentially the COMSIT Director, depending on the document’s scope and impact. Approval signatures and dates will be recorded on each document.

Access Control: Access to SOPs and related documents will be controlled to ensure that only authorized personnel can view and/or modify them. Access levels will be assigned based on roles and responsibilities within the unit. A password-protected electronic document management system will be used for secure storage and retrieval.

Document Storage and Retrieval: All SOPs and controlled documents will be stored securely in both electronic and physical formats. The electronic storage system will allow for easy retrieval and version control. Physical copies will be stored in a secure, controlled environment. A clear system for document retrieval will be established, including an easily searchable electronic index and a physical filing system. Regular audits will ensure compliance with storage and retention policies.