Technical Support SOP Creation

I need a clear, step-by-step Standard Operating Procedure that my Information Technology team can rely on for day-to-day Technical Support. The document should map the entire support life-cycle—from ticket intake and triage through troubleshooting, escalation, resolution, and post-incident review—using plain language that even new hires can follow.

Please weave in industry best practices (ITIL terminology is welcome), reference common service-desk tools such as Jira Service Management or ServiceNow where appropriate, and highlight measurable checkpoints so I can track adherence.

Deliverable: a well-structured SOP in both editable Word format and a concise PDF ready for internal circulation. If you have a proven framework or sample sections, feel free to let me know so we can align on structure before you draft the full version.