front line support (fls)
DESCRIPTION
flsTRANSCRIPT
Process Flow Descriptions
Help Desk
1 Customer Input
Task No.
Task Description Task Owner
Tool / template
1.1a Collect template information
If the customer submits a request via telephone or e-mail, collect SRST information. The AA should work with the customer on a real time basis to capture all the required information.
AA SR Submission Template (SRST)IN-SPT-FMT-700-001
1.1b Check for required template information
If the request is submitted via the Web, validate that the required SRST information is completed. The AA should work with the customer on a real time basis to capture all the required information.
AA SR Submission Template (SRST)IN-SPT-FMT-700-001
1.2 Create SR Create SR (SR) and send SR number to customer.
AA SR # Confirmation
E-mail Template
If the SR is determined to be a ‘Priority 1’, escalate, using the ‘Priority 1 Escalation’ process and ensure timely customer updates are provided based on escalation process
Priority 1 Escalation Process
Determine nature of the SR (Functional request (2), server request (3), DBA request (4) or network request (5) and assign accordingly.
If Server Request (3), assign SR to server group, set status to open and send e-mail notification to ‘List
“Notification of SR Creation and Assignment E-mail Template”
Task No.
Task Description Task Owner
Tool / template
Server Support’. If DBA Request (4), assign SR to DBA group, set status to open and send e-mail notification to ‘List Support DBA’s.
“Notification of SR Creation and Assignment E-mail Template”
If Network Request (5), assign SR to network group, set status to open and send e-mail notification to ‘List Network Support’.
“Notification of SR Creation and Assignment E-mail Template”
If the SR can be assigned to self, proceed to step 1.3
1.3 Real time resolution
Perform real time resolution following RTR Guidelines.
AA
1.4 Assign SR to owner
Assign SR to owner Shift Lead