ServiceDeskHelpdesk / Service Center
The Help Desk/Service center will provide a single point of contact for service requests and problem resolution for Hardware, Software, and IMAC Services. If a problem cannot be resolved over the telephone and requires the attention of a specialist, MMe will route the problem to MMe technical support team or the responsible Third Party Provider for resolution. The Helpdesk/Service Center will coordinate closely with MMe technical support team and other agreed Third Party Providers to resolve the problems.
This will include the following activities:
• Monitor and manage all trouble tickets end-to-end for Levels 1, 2, and 3.
• Provide End-to-End management of all in-scope equipment information
technology (IT) related problems.
• Document all calls from Authorized Affiliates and customer users.
• Perform initial diagnosis on problems and coordinate with MMe support and
Third Party Providers as appropriate.
• Route the problem to the responsible provider, including customer or Third
Party Providers.
• Answer Authorized Affiliates and customer user queries and process
Authorized Affiliates and customer’s user requests.
• Track to completion the resolution of all problems.
• Provide management reports routinely on the volumes and nature of calls.
• Be responsible for accepting, logging, and referring to the designated
responsible party all calls on all applications and services not in scope.
• Contact customer users to provide status and/or resolution of fault.
The Help Desk/Service Desk will perform the following functions:
• On request, advise the customer user of the progress of the call and confirm
closure of the ticket and resolution of the problem within
the agreed times.
• Record details of the call, a description of the problem or request, and the
actions required. Pass the details to ITI technical support team or
the
responsible Third Party Providers to take action.
• Coordinate with ITI
technical support team or the responsible Third Party Provider, keep track of
the problem and actions until satisfactory
resolution.
• Document the
resolution, update the problem management system, record resolution method and
close the call upon completion of the
necessary actions.