TUNTEX SYS IT SERVICE DESK

What is an IT Service Desk?

• The IT Service Desk is intended to be a primary point of engagement between users and an IT organization.
• Single point of contact between IT and users for day-to-day activities.
• A typical service desk manages incidents (service disruptions) and service requests (routine service related tasks) along with handling user communications for things like outages and planned changes to services.
• A service desk typically has a broad scope and is designed to provide the user with a single place to go for all their IT needs.

PURPOSE

• To provide an organizational structure that will effectively
• Support employees and managements
• To ensure orderly reporting of problem resolutions
• Easily determine the primary causes
• Automate processes
• Implement more proactive
• Make the right knowledge to the right people
• Timeliness of service resolution
• Infrastructure/Service Monitoring

OBJECTIVES

• Provide one central point of contact for problem resolution and inquiry
• Provide one centralized problem management system
• Provide high level of technical expertise to support our staff
• Facilitating the integration of business processes with the technology ecosystem and broader service management infrastructure
• Quickly and efficiently resolve problems
• To have effective communication between employees and support groups, thus eliminating calling the help desk
• System will provide us with the ability to escalate problems automatically

SERVICE

• Provide day-to-day support that will include problem receipt: date, time, description of the problem, and its resolution
• Maintain a database history. This database will provide us with information to measure the service level

CONTACT INFORMATION
Available 24 x 7

Direct E-mail contact: itsupport@pttuntex.com

STRUCTURE

• Service Desk (Level 1)
• Technical Support Specialist (Level 2)
• Vendor Tech Support (Level 3)

SEVERITY DEFINITION

Call back response -Will Vary-

• High - System down or application is inoperative
• Medium - High impact condition associated with an application or a hardware problem.
• Low - Application performance, or an intermittent low- impact condition associated with software problem or user question

ESCALATION PROCESS

• To provide an organizational structure that will effectively
• Support users, employees and management
• To ensure orderly reporting of problem resolutions.

GATHERING INFORMATION

Information required:

• Name , Phone, Location Department and Computer Name
• Hardware and software
• Name of the operating system
• Detailed description of the problem
• Screen shots of the error message
• Was a change made?

SERVICE DESK

• Insure that all the information is accurately recorded
• Perform level-1 problem resolution within 2 hours time frame
• Escalate to management , if the problem impacts the business
• Track tickets to insure that they are resolved on time
• Perform level-2 problem resolution for selected applications
• Perform on-site services in case of an emergency

COMMUNICATION KEY

• Work to establish accurate expectations with users and technical support groups
• Forward escalations to management, if business is affected

FEATURES AND BENEFIT

• Questions and problems will be logged on-line
• Cost control, by not waiting on the phone
• Notification of employees and management by email when tickets require additional information, and also, when tickets are resolved
• Multiple screens will provide employees with history of  opened and closed tickets. Ticket activity will be viewable work progresses
• Will provide audit trail of problems and resolutions
• System will be used to track and monitor recurring problems
• Employees will be able to communicate electronically via email to inquire about the status, and to see the progress as the ticket is updated

SYS GROUP, ACCOMPLISHMENT

The success of the project was an accomplishment of team effort with IT Division , and  development group

 

The service desk system was officially opened in February 2020 for the Tuntex SYS Group

Dewi. Head of IT Div – Tuntex SYS Group