Help Desk
Kalinfo can establish a dedicated Call Centre at your premises for attending to the problems. For attending to the user problems in other locations, the Help personnel would make use of the pool of engineers, according to their skill set and nature of call. The scope of our work:
1. Vendor Management
Help Desk would provide a single point contact for interacting/ Liaison with all third party vendors - both current and future - who are involved in the supply of IT products and services. The database of vendors would keep the details of the Product purchased, company name, name of the contact personnel, Telephone/Fax/Pager No., Nature of support, Escalation details, Warranty/AMC details, etc.
2. Call Centre
- Logging of calls/ complaints/ problems & changes requested by users.
- Providing the user with problem log number.
- Screening and classifying the nature of call/ complaint/ problem logged.
- Forwarding the calls to the concerned engineer.
- Monitoring status on resolution of problems.
- Record/ track problems through resolution.
- Ensuring that no calls are kept pending.
- Providing Help desk statistics periodically.
- Display of problem severity matrix.
- Notifying users of systems availability.
- User interaction and timely feedbacks.
- Tracking of spares
- Maintaining an updated equipment inventory (asset management) on a monthly basis.
- Tracking hardware inventory.
- Interface with I/S. team for calls related to back end services like: Software developed in house, System/ Network Admin. and Datacom, and Track call resolutions and performing escalations where necessary.
- Maintaining call status information.
- Escalating pending problems/ requests to the concerned person.
- Call Registration: Ensuring that the Data is entered in call logging software
- Providing various tools to the Help Desk for trouble shooting
- Ensuring proper End user training if required through F.M. Engineers.
- Keeping track Upgrades (H/w or s/w).
3. Help desk services for end users
3.1. General
- Providing end user support to Office Automation S/W, through F.M. Engineers on Windows and MS Office.
- Ensuring that calls are attended within an hour after registering.
- Ensuring that critical calls are attended immediately.
3.2. Asset Management Services
- Maintaining detailed inventory of existing assets.
- Recording changes & upgrades
- Recording Asset Movements in Movement Register.
- Putting relevant tags on each asset. Ensuring that the same would tally with the movement register.
- Providing resources for asset movements within & outside the site.
- Completing formalities related to Material Gate pass for assets maintained by them. (Inward as well as Outward Material).
3.3. Continuous Improvement
- Methodology for regular feedback & review End user satisfaction Surveys.
3.4. Problem Management Services
- Recording Problems.
- Distributing to support groups for resolution.
- Tracking problem through resolution.
3.5. Hardware Maintenance: PC & Stand Alone/ Network Printer
- Problem Identification.
- Problem Tracking
- Problem severity determination.
- Ensuring Regular Preventive Maintenance by - Preparing quarterly schedule and Executing the plan.
- Ensuring smooth Support & service in operational & S/W. problems.
- Total control over imprest spares.
- Providing Emergency support beyond working hours, if required.
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