Regional Services - Best Practices

New Employee
Induction programme for new employees Introduction to colleagues Introduction to Helpdesk Helpdesk Orientation regarding Helpdesk Services & procedures Desk Assignment Laptop / Desktop and other Office Infrastructure Assignment mail ID creation Login ID creation on !"# $ser creation on griffon% ftp server Introduction to "SD spares stores for spares authori&ation $ser ID creation re'uest to Sun DA for SunSolve% (artner)et & SL( access Adding user to respective Support *roup $ser creation on econnect Orientation towards employee dress codes% ethics & timeliness Introduction to Leave Application procedures Allocation of #o+ile connection

Regular Tasks
(eriodic customer visits "egular (# visits% (# checklists & deliverance of (# report "oot,!ause,Analysis -"!A. report su+mission for every (/ case0 !reation of Account Support (lans -AS(. for designated customers0 1imely delivery of I"s to helpdesk $pdating tasks in e,connect $pdating cases with details on !"# 2ollow,up with customers for unsigned I"s "egular we+,+ased certification updates on SL( Attend 3o+ related technical trainings and seminars from partners Attain 3o+ related certification from partners "egular inspection of spares stores to perform gap analysis customer contract delivera+les "egular inspection of contract agreements +etween I1S & customers to point out contract gaps0 "egular updates on (# checklist w0r0t the hardware present on customer sites (erform 4alue,Added,Services -4AS. at designated customer sites Adherence to I1S (atch #anagement policies (erform Service Account #anagement -SA#. +y adhering to I1S guidelines "egular skillset evaluation & updation !ontri+ution towards knowledge #anagement nsure normal (riority cases are closed on the same day nsure (/ cases are closed within 5 working days scalation of (/ calls to partners and I1S L5 Support in the case is unresolved within 6 hours

Group Leader Tasks

(eriodic customer visits 2ollow,up with ngineers to ensure regular (# visits% (# checklists & deliverance of (# report Authori&ation of "oot,!ause,Analysis -"!A. report0

Fre uency
#onthly #onthly As Applica+le

"eview of Account Support (lans -AS(. for designated customers0 nsure 1imely delivery of I"s to helpdesk 2ollow,up with engineers to ensure updating of tasks in e,connect 2ollow,up with engineers to ensure updating cases with details on !"# 2ollow,up with engineers for unsigned I"s 2ollow,up with engineers to ensure regular we+,+ased certification updates on SL( 2ollow,up with engineers to ensure attending 3o+ related technical trainings and seminars from partners 2ollow,up with engineers to ensure 3o+ related certification from partners "egular inspection of spares stores to perform gap analysis customer contract delivera+les "egular inspection of contract agreements +etween I1S & customers to point out contract gaps0 "egular updates on (# checklist w0r0t the hardware present on customer sites (erform 4alue,Added,Services -4AS. at designated customer sites Adherence to I1S (atch #anagement policies (erform Service Account #anagement -SA#. +y adhering to I1S guidelines "egular skillset evaluation & updation !ontri+ution towards knowledge #anagement nsure normal (riority cases are closed on the same day nsure (/ cases are closed within 5 working days scalation of (/ calls to partners and I1S L5 Support in case it is unresolved within 6 hours !onduct regular group meetings and post the minutes of the meeting -#O#. on econnect

#onthly Daily 7eekly 7eekly 7eekly 8uarterly 8uarterly 8uarterly 8uarterly 8uarterly As Applica+le 8uarterly As Applica+le As Applica+le 8uarterly As Applica+le Daily As Applica+le As Applica+le 7eekly