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