nï¿½ Provide a single point of contact for the agreed IT infrastructure management services
nï¿½ Monitor the helpdesk tool for open and pending incidents
nï¿½ Receive incidents, service requests, queries, and change requests from Lupinâ€™s end users or IT staff through one of the agreed modes of communication
nï¿½ Log tickets in the helpdesk tool on behalf of users making service requests over phone
nï¿½ Log tickets generated by alerts in the tools
nï¿½ For all logged tickets, record the correct category, severity, problem description, and user information as per the predefined matrix
nï¿½ Assign the incidents to appropriate technical group and categorize into appropriate severity or priority group
nï¿½ Provide Level 1 remote technical support for the issues pertaining to the services under scope of this SoW using knowledge base and standard operating procedures wherever possible.
nï¿½ Provide Level 1 remote technical support for the issue pertaining to Workflow application and route the incident to relevant support till and follow-up till closure.
nï¿½ Route calls to the appropriate support team such as user management group, mail management group etc.
nï¿½ Route calls to the vendors in case of issues pertaining to vendors
nï¿½ Follow up with Supplier or Lupinâ€™s technical team for incident status and manage notifications and escalation
nï¿½ Update incident status to users periodically and as per the communication standards
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