hỗ trợ khắc phục biến cố cho người dùng.
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support: windows, Office 2013, Network, Telephone, Printer & Fax
- support about 30 user
- Staff that perform service will work at customer site during implementation services
- Working time: 8x6 (8 hours / day, 6 days / week), excluding holidays.
- Receiving client request on telephone, e-mail, web interface or direct contac
- Logging all relevant incident/service request details, allocating categorization and prioritization.
- Providing first line investigation and diagnose
- Resolving incident/service request that he is able through phone, e-mail or at user workstation when needed.
- Escalating incident/service requests that they cannot resolve within agreed timescales.
- Keeping users informed of progress
- Closing all resolved incident, requests and other calls.
- Conducting customers/user satisfaction and Call back/survey as agreed.
- Communication with users
- Keeping them informed of incident progress, notifying them of impending changes or agreed outages, v,v,,,.
- Setup standard phần mềm and configure computer for new users.
- hỗ trợ and trouble shooting PC,Server, Firewall, PBX and CNTT issues for all users.
- cài đặt and prepare máy tính cá nhân & LCD projector for conference rooms when required.
- Do other works as assigned by công nghệ thông tin Assistant and công nghệ thông tin Officer
Reporting and monitoring
- Each month the CNTT service company will send a monthly report to Customer công nghệ thông tin unit regarding the number of incident/request that helpdesk person has received/escalated
- The report for the last month service must be received before the 10th day of following month
- The monthly CNTT service report must be certified by công nghệ thông tin Assistant or CNTT Officer
- The monthly công nghệ thông tin service report must be enclosed as supporting document to the payment request.