HELPDESK SUPPORT

JOB RESPONSIBILITIES AS HELPDESK SUPPORT 1. Provide TM/SKMM/User access via phone or email to the i-Netcare Helpdesk, 8 hours a day and 5 days a week in order to open a Docket. The i-Netcare Helpdesk will assign a Docket to an i-Netcare single point of contact in order to facilitate communication and enable rapid assistance. 2. Gather and track the customer issue’s information and analyze the report/complaint before attempting to solve the issue. 3. Identify the initial Severity Level and basic isolation on the issue. 4. On-site troubleshooting and restoration based on the initial information and respond within required SLA. 5. Initiate the Escalation Procedure. 6. Others task instructed by immediate officer. “Respond Time” (also known as Helpdesk Call-back) means time period measured from when an Docket emitted by TM is entitled to Service by the Helpdesk of I-Netcare to when an I-Netcare expert aims to contact TM/SKMM/User via telephone or preferred contact method as defined when submitting the request. TM is required to provide at least 2 main contact persons and their contact numbers for I-Netcare specialist call-back. Respond Time shall be 4 – 6 hours from logged fault report. “Restore Time” (also known as Onsite Neutralization) means a measure of the length of time from an Docket emitted by TM is entitled to Service by the Helpdesk, to the time when I-Netcare provides the means to return a system to operational status. Restore Time shall be 24 / 48 hours (Peninsular / East Malaysia) from escalation time. “Resolve Time” (also known as Final Resolution Time) means a measure of the length of time from an Docket emitted by TM is entitled to Service by the Helpdesk, to the time when a solution to address the issue is made available to TM for installation or realization. This may occur simultaneously with Restore Time, unless the Restore Time is by means of a workaround suitable only for temporary use and I-Netcare determines that a more suitable permanent solution can feasibly be provided. Resolve Time shall be 72 hours from 2nd escalation time.