Question: Please model the process diagram based on the description below

Unsure on how to model this and would appreciate some help on how to create a process diagram

Process description The process starts when the ICT helpdesk assistant receives a phone call from a student. The ICT helpdesk assistant checks if the persons issue can be resolved by the student themselves by following instructions (e.g., resolving conflicting documents on OneDrive). This takes 3 mins. If the issue can be resolved by the student, the ICT helpdesk assistant provides them with the instructions and the call is complete. This task takes 1 min. However, if the students issue cannot be resolved by following instructions, the ICT helpdesk assistant asks the student to provide their username and describe their issue in order to redirect them to the technicians to solve the issue. This is one activity (asking for username and asking student to describe the issue) and takes on average 9 mins with a standard deviation of 2 mins. A technician then confirms the username and the issue, which takes 2 mins. Then he decides if the student needs to be referred to a third-party IT specialist, which takes 2 mins. If the technician decides that the student should see the third-party IT specialist, the technician provides the student with the contact details of the third-party IT specialist and completes the call. This task takes 1 minute. If the technician decides that he can help the student, he assesses the severity of the technical issue, which takes on average 25 minutes with a standard deviation of 3 minutes. If the technician thinks the students technical problem is not severe, he provides the student with a solution which takes 5 minutes. However, if the technician thinks it is a severe technical problem that requires further analysis, he conveys that information to the student (5 minutes). At the same time, he looks up a suitable date and time for the student to come to the ICT helpdesk where the issue can be solved in person (4 minutes). Next, the technician provides the date and time of the drop-in to the student, which takes 5 mins. This is how the process ends. 15% of all calls are those that students can take actions to resolve the issues on their own. Typically, 10% of students that call need to see the third-party IT specialist. And about 30% of the students that call do not have severe technical issues. The ICT helpdesk receives 180 calls per day in a normal situation. At the start of the semester, the number of calls increases to 300 per day. There are 5 ICT helpdesk assistants with $30 per hour pay and 30 technicians with $50 per hour pay working 9:00 17:00, 5 days a week.