EUS – SOP – Requesting New or Replacement Hardware
EUS – SOP – Requesting New or Replacement Hardware
Created by:
Steven Dean
Review Schedule:
Annual
Published Date:
08162022
Last Reviewed:
09262023
The purpose of this SOP is to document our standard requirements for when new or replacement computer hardware is needed.
Responsibility of the Service Desk Agent:
When a Service Desk agent takes a call that he/she determines needs hardware replaced. They must identify, in the case, the following for the current hardware:
Make:
Model:
SN:
Inventory Bar Code:
Manufacture date:
Warranty status:
Name of computer:
Full description of the issue(s) it is having:
All trouble shooting done and its results must be included in the ticket:
Ship to address for Customer:
Email address of Customer:
Good call back # or Customer:
Without this information the order for the replacement cannot be completed without going back to the Customer to redo troubleshooting steps and documenting current hardware. If its not in the ticket it did not happen.
Responsibility of the person ordering the hardware (Hardware Management Team):
The person ordering the equipment must verify above required information is in the ticket. If not, he/she must either reach out to the Customer to obtain it and trouble shoot the issues or return the ticket to the originating Service Center agent to obtain the missing information and complete the ticket.
They must determine if hardware replacement is needed as a:
Hardware refresh
Break/Fix
New Hire/Promotion
See: EUS – SOP – Hardware replacement process for additional details
When hardware is ordered Hardware Management Team member will use the appropriate process to order hardware from Insight or available on hand stock.