Desk process
A request should move in a line you can follow.
The desk begins with useful context and ends with an understandable handoff. It does not publish an invented countdown or treat “resolved” as an explanation.
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Prepare
Name the person, device, app, exact message, and whether anyone else is affected.
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Sort
Separate a user step from an account, permission, device, or wider tenant question.
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Work
Guide the user or handle the appropriate routine administrative change.
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Handoff
Record what changed, what to try, or whose approval is needed next.
Useful context
Five details that help the desk begin.
- Affected person and device
- Microsoft 365 app or service
- Exact error wording or a safe screenshot
- What changed before the issue appeared
- Whether anyone else sees the same problem
A useful close
What the handoff leaves behind.
- Action
- The next step the user can recognize.
- Change
- The routine administrative adjustment that was made.
- Boundary
- Whether the request belongs in a broader project or review.
Ready to begin?
Start a request in your own words → Check whether the pattern fits a desk