hris maintenance help desk -...

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HRIS – Maintenance Help Desk User Manual

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HRIS – Maintenance Help Desk

User Manual Version 1.0


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Version

No

Created By Created On Verified By Verified On Description

Draft Mr. Kaushal

Thakkar

05/05/2016 - -

1.0 Mr. Kaushal

Thakkar

07/05/2016 Mr. Hemal Patel 07/05/2016


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Index

1. Purpose ................................................................................................................................................. 4

2. Terms .................................................................................................................................................... 4

3. User Guideline ....................................................................................................................................... 4

a. Login .................................................................................................................................................. 4

b. Log a Complaint ................................................................................................................................ 5

c. View Complaint Status ...................................................................................................................... 7

4. Admin Guildeline ................................................................................................................................... 7

a. Open ...................................................................................................................................................... 8

b. Customer Action ................................................................................................................................. 10

c. Completed ........................................................................................................................................... 11

5. Limitation ............................................................................................................................................ 12

6. Logout ................................................................................................................................................. 12

7. Technical Assistance ........................................................................................................................... 12


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1. Purpose

Maintenance Help desk is provisioned as Employee Self Service tool to log complaints / service request

to Admin department. Admin department can also record various Steps / Actions taken to resolve or

complete the service request. Predefined set of activities and history of calls can be combined to

improve service level, plan for preventive maintenance and inventory management.

2. Terms

1. Open - Complaint not yet resolved

2. Completed - Complaint is resolved by Maintenance Helpdesk.

3. User Guideline

a. Login Open Internet explorer 7.0 or above

o Within Cadila Network: http://hris o Over Internet : http://hris.cadilapharma.in/hris

Enter your Employee id and Password to login into portal.


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b. Log a Complaint o Click on Utilities Maintenance Help Desk Maintenance Complaints

o Enter complaint details and click on . It will also request to update / verify contact details [Company Email ID, Mobile No. Extension No.].


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o If a contact detail is not being displayed, enter company email [computer login ID] and select your company domain name from the list and also enter Mobile No. and Extension

No. and click on .

o On recording complaint, User and MHD will receive Email notification.


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c. View Complaint Status

o List of complaints and its present status can be reviewed in the area highlighted below. o

4. Admin Guildeline

Call Search

1. Unresolved - Action taken by helpdesk but call is open.

2. Unattended -Action not taken by helpdesk admin.

3. All - Both Unresolved and Unattended calls will be display.

4. Close – completed calls.

Call Status

5. Open – Yet to be completed as per user requirement.

6. Close – Completed and user has confirmed.

7. Customer Action – Waiting for user’s response for further action by maintenance help desk.

8. Response awaited from Third Party – when we are dependent on external vendor to resolve.

Location

Area - Building name – Floor – [+]

Target Date

Expected completion date.


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o Click on Utilities Maintenance Help Desk Maintenance Helpdesk

o Click on action to take action on complaints.

a. Open

o Click on to work on specific request, enter relevant details. Click to save entries.


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o On recording Action taken for specific complaint, User and MHD will receive Email notification.

o List of actions taken, So far, on a complaint can be traced by rolling the mouse pointer over

.


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b. Customer Action

o In case where, Admin requires information, to complete or initiate action, from user then select

status “Customer Action”. Click to save entries.



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c. Completed

o To complete the call select status “Completed”, enter solution to resolve the solution. Click

to save entries.

o Call is not editable after closure.


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5. Limitation

o Company Email ID is required to get Email intimation of actions. o Document cannot be shared with admin department through Maintenance Help desk.

6. Logout

Click on Logout to exit from HRIS.

7. Technical Assistance

For any Technical assistance, please log a call in IMS.

hris maintenance help desk -...

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