a. Receive, respond and log the calls using IBMprovided tool and try to resolve the calls on phone.
b. Initiate a Call record. A Call record may includeinformation such as End User information, Call record number, date and timeopened, service requested, problem description or symptoms, Call assignment,Call status, and Call resolution and closure information.
c. Classification of calls and referral to appropriateagency /group
d. Dispatch or transfer /escalate unresolved Calls, asappropriate
e. Track & follow-up with designated group,service provider to ensure that service level commitments are adhered to.
f. Provide statuson Calls.
g. Dispatch/arrange for on-site support, if required,for problem determination and/or resolution.
h. Notify the IBM Focal Point of systems or equipmentfailures, or of an emergency, according to the Procedures Manual.
i. Provide systemstatus recording for in scope systems with status information such as knownmajor incidents and estimated recovery times.
j. Interface withand coordinate problem determination and resolution with the IBM Focal Pointand/or Third Party service providers.
k. Monitor problem status to facilitate problemclosure within defined Service Level criteria or escalate in accordance withthe escalation procedures the Procedures Manual defines.
l. With IBMassistance, establish and maintain Call prioritization guidelines andescalation procedures.
m. Maintain Help Desk / SPOC operational processes andprocedures provided by IBM
n. Maintain an escalation/notification contact list ofVendor Focal Point, including names and telephone, pager, fax numbers, andprovide to IBM for distribution.
o. Communicate to the IBM Focal Point on availableServices and the procedures for accessing each Service.
p. Develop/ generate MIS reports as per IBM specifiedrequirements on periodic basis.
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