To Ensure Your Business Success Working Effectively with Bally Chohan Support Services Bally Chohan Technology Service Desk
S ervice R equest Severity Definitions Use Help Desk to log SRs for all Severities No loss of service or resources (Problems that can be rectified on Phone) Minor loss of service or resources (PC / Thin Client / Printer problem]
Severe loss of service or resources w/o acceptable workaround (Server/Network problem)
Complete loss of service or resources regardless of environment and work cannot reasonably continue - the work is considered “mission critical” (data corruption, critical documented function unavailable, indefinite system hangs and repeated system crashes causing unacceptable/indefinite delays for resources/responses)
SR Status Codes
NEW New SR
ASG Assigned to a Support Engineer
WIP Work In Progress
1CB 1st Callback
2CB 2nd Callback
IRR Immediate Response Required
INT Awaiting Internal Response
WCP Waiting for User to apply Patch
CUS Waiting on User
SLP Sleep until User Available
LMS Left Message
SCL Soft Close
HCL Hard Close
3LV Call transferred to 3 rd Level
Support: User: Third Level:
Working Effectively with Bally Chohan Global IT Support
What Does a Support Engineer Do?
Works a queue of current user issues in a variety of statuses
Provides resolutions and / or workarounds
Responds to new incoming SRs.
Acts as liaison between user and Infrastructure team
Contributes to Knowledge base content
Best Practices Lessons learned from our users…
Shared ownership in resolving the issue
Quality and quantity of communication
Joint planning on problem resolution
Each Environment is Unique!
Always test solutions BEFORE introducing them into live environment.
The data, software and hardware configurations, patch combinations, and integration points are different for every location.
We depend on our users to manage their environments and help us understand them.
Users control the quality and quantity of information about their environment
Communicating the Issue
Clear problem statement: Cause & Effect
All known facts
Is the issue reproducible?
Detailed history of environment and changes
Answer all Template questions
Review our knowledge base on HELP DESK
Top Tech Docs
Contact Support – Service Desk
A problem well stated is a problem half solved
UKLII SERVICE DESK
Problem / Solution SR
Standard Approach to problem solving
Identify the Issue
Determine a Cause
Identify Effective Solutions
Identify the Best Solution
Provides a single consistent approach to solving reported problems
Service Desk: +91 11 xxx xxxx
Benefits of SERVICE DESK
Minimize SR ‘tag’ or ‘pinging’
Documentation is essential
Answer all questions
Action plans after each update and define who owns each action
Monitor changes in SR status and severity
Escalate concerns via the Escalation process
Escalations Bringing Management Attention to your Service Request
Raising Severity vs. Escalations
Escalating an issue brings more management attention to it, and when appropriate, more resources. This does not automatically mean that the severity level of the SR will be changed.
If the severity level of the SR becomes inappropriate over time, it may be raised by mutual agreement between the Support Engineer and the User.
Encounter critical roadblocks
Communicate business issues to managers within IT Support
Dissatisfied with resolution or response
Escalate issues in a timely manner
Quality of escalation criteria is key:
Users at your door
Escalation Process Support Representative Second Level Third Level CIO User Call US: +91 11 xxx xxxx Other Global Support Hot Lines: http://www.ballychohan.net