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Bapinger help desk procedure, log book & report
Bapinger help desk procedure, log book & report
Bapinger help desk procedure, log book & report
Bapinger help desk procedure, log book & report
Bapinger help desk procedure, log book & report
Bapinger help desk procedure, log book & report
Bapinger help desk procedure, log book & report
Bapinger help desk procedure, log book & report
Bapinger help desk procedure, log book & report
Bapinger help desk procedure, log book & report
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Bapinger help desk procedure, log book & report

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Bapinger help desk procedure, log book & report

Bapinger help desk procedure, log book & report

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  • 1. Help Desk Procedure, Log Book & Report Template10/26/2010 Bapinger Internal Use Only 1
  • 2. Contents 1. Helpdesk Process 2. Escalation Procedurele 3. Help Desk Log Book 4. Problem Report10/26/2010 Bapinger Internal Use Only 2
  • 3. Helpdesk Process Priority/Severity Level (sample) Less Priority • Loss of administrative capabilities • Loss of feature functionality • Configuration discrepancies • Basic questions • Cosmetic problems • Etc. Normal Priority • Performance on Server is affected. • Server failure. • Failures in the ability to add, delete, or reconfigure any service element. • Etc. Higher Priority • Main and backup server is down. • Complete loss of visibility of service performance, i.e. no means to determine Service status. • Etc. Response time (escalated time, on time support, recovery time, resolution time) Responsibility Matrix10/26/2010 Bapinger Internal Use Only 3
  • 4. Helpdesk Process Flow Higher Priority: Problem / Order / Problem Solved Support Engineer Technical Inquiry In Time ? arrive in time Request Support ProblemReport to Helpdesk from Customer Solved Support Problem Normal Priority:categorized based Problem Priority? Might/might not be Acknowledged Confirm to Helpdeskon priority/severity Solved needed site support levelProblem dispatched with necessary Less Priority: Problem information and Might/might not be Acknowledged Solved tracking number needed site support 10/26/2010 Bapinger Internal Use Only 4
  • 5. Help Desk Log Book Can be made using database or spreadsheet Periodically maintained Helpdesk Log Book shall consist the following (minimum): Date/Time of Problem Occurs Originator/Requestor Site Information Problem Description Problem Open/Closure Date Person/Company In Charge Problem Status (open/close/waiting for support/etc.)10/26/2010 Bapinger Internal Use Only 5
  • 6. Problem Summary Report Objective Action Date Problem Description Methodology / Chronology Summary / Conclusion Suggestion Data Collected10/26/2010 Bapinger Internal Use Only 6
  • 7. Problem Summary Report Sample Objective: to investigate the cause of LOW PATH BALANCE. to describe the problem method of solving it. Action Date: 14 - 15 October 2002 Problem Description: Customer reported about Low Performance on PB at Incell 2413 Bojonegara and need to replace DRI 0 1 and 1 0. Methodology: Check on SWFM log error of all equipped RTF. Check on DRI’s calibration data. Check on feeder’s loss sweep test by distance and frequency. Observation and Solution: Initial data calibration: • DRI 1 1 (all rx bay calibration data) • DRI 1 0 on rx bay channel 122 at 914.401 MHz (it’s not 914.601 or 914.801 MHz) • DRI 0 0 at antenna select 2A/B and 3A/B Found bad return loss on sector 1 on data sweep test. • Connector ½ to 7/8 at lower jumper was not tighten, release and retighten connector. Found blank spot 1.5 km from site away to Cilegon (in front of Pesantren). • It should be no Line of Sight from site because hindered by hill. There’s no discrepancies on hardware check. Electrical supply is oftenly dropped from PLN, but it causes no critical damaged (except inhibited DRI which can be clear by reset DRI from remote login). Conclusion: Calibration rx bay DRI 1 1, DRI 1 0, and DRI 0 0 at antenna select 2A/B and 3A/B. DRCUs (DRI 0 1 & 1 0) still can be calibrated. There’s no replacement required. Recommendation: Check feeder’s loss of related sector, due to path balance is out of range. Check related DRI’s calibration data and recalibrate DRI that’s out of spec cal data.10/26/2010 Bapinger Internal Use Only 7
  • 8. Sample Outage Report (1)10/26/2010 Bapinger Internal Use Only 8
  • 9. Sample Outage Report (2)10/26/2010 Bapinger Internal Use Only 9
  • 10. www.themegallery.com10/26/2010 Bapinger Internal Use Only 10

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