FSI helpdesk process

FSI DOP HELPDESK Friday, December 20, 2013 1
FSI DOP HELPDESK MODEL
Revision History
Version. Rev.
Date
Author
Description
0.1
20-Dec-2013
Infosys
Draft Version
FSI DOP HELPDESK Friday, December 20, 2013 2
FSI DOP HELPDESK Friday, December 20, 2013 3
1. Who should contact the helpdesk?
 User
2. How should the user contact the helpdesk?
 Phone (89396 58163 / 89396 58172)
 E-mail (fsidophelpdesk@infosys.com)
3. What information is required by the helpdesk?
List of questions below will be asked by the helpdesk before creating a ticket:
 Calling from which post-office branch? Caller contact details (email/ phone)?
 Problem with which application/module/menu item?
 What is the issue/incident?
 Is the issue occurring only with you? Or many users / systems affected?
 Is the network connectivity to the Data Center up?
 Is the issue appearing if you login with your user id from another desktop?
 What is Operating System, Browser version is used?
 Have the CBS desktop settings been applied as per the Infosys document circulated
 What version of CBS/Finacle been used?
 Screen shots with brief notes may be requested over email, if required.
 User id will be requested over the phone
 Sequence of steps while getting this error will be requested over the phone and email.
 Menu name, CIF id, Sol id, account number may be requested over the phone on need basis.
FSI DOP HELPDESK Friday, December 20, 2013 4
4. How will the helpdesk agent help you resolve your issue on a call?
 Helpdesk will suggest troubleshooting steps based on issue
 Help desk will refer ready-reckoner available
5. What happens if the helpdesk agent cannot resolve your issues while on the call (or if you contact over email)?
 Help desk will route the trouble ticket to Infosys support
 Infosys support investigates the ticket and finds solution
 Infosys support provides solution over e-mail or phone to user
6. What are the hours of operation for the End-user?
End-user helpdesk -> 08:00 Hrs to 20:00 Hrs
7. How can you track the status of your incident?
User tracks incident status via helpdesk E-mail (FSIDOPHELPDESK@infosys.com), Phone (89396 58163 / 89396 58172)


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