STANDARD OPERATING PROCEDURE (SOP) PURPOSE

This SOP provides guidelines for the Mail Services and Helpdesk Unit operations to ensure efficient, secured, world-class services to the University of Ilorin community.

SCOPE

This SOP applies to all activities related to managing and maintaining email services and helpdesk support within the University of Ilorin.

 PROCEDURES

EMAIL SERVICES:

1. Account Management:
   1. Create and manage email accounts using the Mail Server Admin Console.
   1. Reset passwords and assist with login issues.

Security Measures:

• Implement multi-factor authentication and encryption protocols.
  • Monitor for phishing attacks and unauthorized access.
  • Service Availability:
• Ensure high availability and performance of email services.
• Conduct regular maintenance and updates.
• User Training:
• Provide training on email usage and security best practices.
• Conduct phishing awareness sessions.

HELPDESK SUPPORT

1. Resolution of Issues:
2. Use of  the  university e-ticketing system to manage and resolve user escalated complaints and queries.
3. Prioritize and escalate issues to the appropriate level as necessary.
4. Users Service:
5. Maintain a professional and helpful attitude.
6. Ensure quick and efficient resolution of support requests.
7. Performance Monitoring:
8. Track response and resolution times.

Collect feedback from users to improve services.