IT Services Metrix

1.       Helpdesk

Helpdesk is a single point of contact for the customer. It supports the business by capturing all the problems related to IT Infrastructure and tracks each call for the efficient and effective closure. It carries considerable responsibilities for effective service delivery. For further request please contact us at +91-9214455605 and +91-9352955605 or mail us Helpdesk_piits@outlook.com

In Helpdesk we are responsible for:

Ø  Call Logging Process

ü  Call Logging / Classification / Prioritization

ü  Picks up the phone with greetings and collects the username, contact number and all required information about the call

ü  Log the call by determining severity level.

ü  Call Assigned to FME Team.

Ø  Call Handling and closure by FME

ü  Respond the call within  time

ü  Escalate call immediately as per the Escalation Matrix

ü  Vendor Escalation and Closure

*Escalate the Call to vendor and follow-up till closure

2.       Asset Management

A role responsible for Asset Management Process compliance.

This role is very critical as all the IT assets (Like Desktops, Laptops, Printers etc.) are managed by a Person in this role:

ü    Co-ordinate with Vendors for asset Issues/for  new/Additional hardware

ü    Maintain List of Customer/Vendor supplied assets to helpdesk for use

ü  All new hardware change will chargeable form end user side

We are responsible for others task like as:

·         Maintain and Assign weekly/Monthly Engineer visit.

·         Follow up with Vendors for timely delivery of new hardware.

·         Co-ordinate with vendors for timely delivery of repairs / parts under warranty.

·         Maintain vendor details and review for changes.

·         Maintain Vendor Call report.

·         Maintain MOM, files and records for meeting with Vendors.

·         Maintain list of latest approvers list and review for changes.

·         Maintain Engineers contact details.

Deliverables:

•           Installations / re-installation and configuration relating to system hardware

•           To support all in-scope client side applications

•           To maintain standard software version being used

•           Configure and troubleshoot network connectivity of desktop / laptop

•           To assist users in giving solutions towards backup, zipping and related issues

•           To coordinate & provide telephonic support on problems to users

•           Resolving printing problems for users

•           For On call locations, the visiting engineers need to update call status immediately after attending the call.

•           Anti-virus installation, DAT update

Code of conduct

Ø   No PIITs representative is allowed to bring any computer related devices inside END USERS PLACE.

Ø  Also no PIIT’s representative is allowed to carry out anything which belongs to END USERS PLACE assets and / or lying inside END USERS PLACE premises.

Ø  All Departments have access – card security installed which any PIITs Representative should not void at any given time.

Ø  Confidential documents should not be shared across friends and/or colleagues across organization.

We would very much enjoy having the opportunity to work with you further to discuss the requirements and expectations of the service, and how we could use our skills to benefit at your place.