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)
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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