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<Support Desk Case Handling Process>

<Tech One Global - Support Desk>
<LHL Varanga de Silva> 7/28/2011

<Support Desk Case Handling Process>

Table of Contents
How the Support Desk Functions.................................................................................................................. 2 Sample Mailing Formats ............................................................................................................................... 4 Replay Email: Acknowledging the receiving of a customer email ............................................................ 4 Allocatement Email: Assigning a resource for the case ............................................................................ 5 Acceptance Email: Resources email to customer regarding the case. .................................................... 6 The Support Tracker...................................................................................................................................... 7

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<Support Desk Case Handling Process>

About
This document includes all the information regarding the workflow of the TOG Support desk, and how support cases are handled and documented for future references. The Help Desk email is: help@techoneglobal.com The Help Desk Number is:

How the Support Desk Functions

In a standard scenario the process of the support desk is as follows: Graphical Details regarding the process is also available within this document. 1. The user / company experiencing an issue will contact the helpdesk either by sending an email directly to the support desk, or else by calling the support desk no requesting for assistance. 2. The support desk representative will collect the following information from the user, a. b. c. d. e. Contact Person Contact Company Contact Phone Number Contact Email Details Regarding the Specific Issue

3. Once the Information has been gathered, the support desk representative will store the information in the Support Tracker (Excel File) and create a relevant Case ID. The following information is also recorded manually in the excel file. a. b. c. d. Date Case Opened Task Name (this included the Case ID and the Name Given for the Case) Severity Level (this is decided manually depending on the given issues impact) Assigned Engineer (this is often decided manually by checking which engineer is free and suitable to be assigned to the task. e. Customer Often the relevant company name is specified here. f. Status Depending on the current status of the case this field is marked as pending, or closed, etc. g. Hours Utilized this shows the hours utilized for a certain given task / issue by the engineer h. Hours Left this is the amount of hours left from the SLA of the customer. Once the case is closed the original value is reduced with the value from the Hours Utilized field. i. Remarks Field Any other optional remarks to be noted are entered here.

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<Support Desk Case Handling Process>

4. Once the Information has been logged in the support tracker the representative will then send an email to the customer saying that a resource has been allocated and that the resource will get in touch with the customer shortly. The subject of the email will use the given value of the tasks field as entered in the support tracker. The email will be copied to the TOG HELP as well. 5. The representative will then forward this email to the assigned resource asking him to handle this project.

6. The resource will then follow up with the customer on the issue and then attempt to resolve it. If the resource requires further assistance he will request for help along with the added resource requirements to the representative.

7. If the resource needs extra resources, the representative will make measures to allocate these resources, by contacting the relevant parties.

8. Once the case has been resolved the resource will get a confirmation email of completion from the customer and prepare documentation on the resolution taken which is emailed to the representative stating that the case has been attended to and can be closed.

9. Based on the email by the resource the representative and update the support tracker, stating that the issue has been resolved and closed, and the documentations stored for future references.

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<Support Desk Case Handling Process>

Sample Mailing Formats

The emails that are used to communicate by the Support Desk Representative and the Resource with the users are as follows.

Replay Email: Acknowledging the receiving of a customer email

Below show is the format the Representative send to the Customer to acknowledge the issue raised, which may be received either by the form of a email or over the phone

Points to take to Note: Email Subject : [Ref No: INT/1548} Repair HP Laptop Touchpad The case ID is generated by two parts INT stands for internal company queries, any external queries will have a unique company instead while the remaining digits after the / sign are unique case IDs which is incremented for each case.

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<Support Desk Case Handling Process>

The email will contain information regarding the issue as understood by the representative, the severity as decided. The email is sent to the customers email address and is copied to the TOG help as well for reference.

Allocatement Email: Assigning a resource for the case

Below show is the format the Representative will send to the resource asking the resource to handle the given case along with the contact details of the customer for correspondence.

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<Support Desk Case Handling Process>

Acceptance Email: Resources email to customer regarding the case.

The above email will be sent to the customer by the resource notifying that the issue is been looked into. Any further communications including the final resolution emails are communicated between the user and the engineer (resource) assigned.

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<Support Desk Case Handling Process>

The Support Tracker

The support tracker is stored in the format of a manually created excel file. For each issue received or updated the Representative needs to update this file manually The below screen shots depicts the various points and facts of the support tracker which is updated according to the process guidelines described above.

The below table indicates the Customer code for each customer / company which is used when creating a case ID Example: {Ref No: 114/1549} Assistance for corrupted OS Note the part highlighted in red, this indicates that the customer of this issue is from Lanka Tiles.

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