The objective of the Centralized Help Desk is to provide a Single Point of
Contact for all the end users of HMSI – for reporting their incidents,
knowing status on the incidents, MIS reports, log complaints, get status
updates on outages etc.
SCOPE
The Service Desk will be operated from Customer Premises in 1 F, Manesar.
The Service Desk will cater to the end users of HMSI for the in-Scope
Services.
The Service Desk will be provisioned with Below for Logging and Updating
Tickets
. Phone line to receive calls.
. Specific e-mail Id(s) to send/receive communication over mail
. Web Portal
. Mobile Application
List of Deliverables
. Centralized Service Desk will be stationed at Manesar Plant 1F for HMSI users,
suppliers (Only SOP Based Supplier Application Support) for 250 Suppliers spread
across all Pan India Locations.
. Service desk will respond to users through phone, Mail, Web, Log user including
Japanese) complaints, requests, queries and allocating calls to engineers/ other
vendors. Support language shall be in Hindi and English
. Record, update & Respond & Closing Incident Management for all IT assets.
. Assigning Login all relevant information in the ticket (e.g. correct category, severity,
problem description, user information impact and priority level to each call)
. Provide First Level Support to users over Message Delivery System (Telephone,
Email, Web)
. Monitor and resolve calls (the call to be closed only after intimating & getting
confirmation from user Over Email, Phone).
. Transfer/ Escalation of calls to Level 2 & 3 support functions to HMSI/Other Vendors
. SLA Compliance reporting for tickets through Tool for End User Support
. Create and maintain process documentation / Outage reports / Incident and change
documentation
. Creation of Knowledge base on FAQ (Frequently asked questions) to aid users
through Knowledge Management Function of Tool
. Feedback from HMSI End users through tool
. All agreed weekly and MIS reports to be generated as per schedule.
. Follow ITSM /ITIL processes (this includes incident, problem, change & configuration
management using symphony Tool)
. Coordinate with application team / vendor to troubleshoot production line application
related issues to ensure ticket closure.
. Coordination for Support requirement in Board Room during board meetings & support
on Video conferencing equipment’s & projectors.
. Monitoring of Antivirus Console to create ticket with High priority to troubleshoot noncompliance. Ensure non-compliance systems should be resolved within same day.
. SIS IT clearance should be given for resigned employees N-1 Day of leaving
employees. SOP shall be Provided by HMSI for it.
. Critical issues communication to all Concerned HMSI IT team (S1 & S2) within 5 Mins
(SMS, Phone) Through Tool or SMS portal and send updates till issue closure.
. SOP base application L1 support is in scope. HMSI will provide the SOP for all the
applications.
Call Logging
. Receive incidents, service requests, queries, change requests from
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