IT Support
Services
1.
Outsourcing & Support Planning
Overview
With the existence of strong
PC/LAN/WAN/Internet/Intranet support experience
of our system engineers & IT consultants, most
of the on-site user support function currently
carried out by your company's IT team will be
off-loaded by our dedicated on-site engineers.
The existing IT team will then focus on internal
application development, and the overall monitoring
of services delivered to end users of your company.
Supporting
Structure
Since our engineers have
already been serving many big companies. We understand
the practice and requirement of the organization.
The on-site user support in the PC/LAN/WAN/Internet/Intranet
area will then be taken up directly by our on-site
System Engineer.
Working
Procedures
United Networks will assign
dedicated on-site System Engineers to standby
at the service desk during normal office hours.
Dispatch of on-site service call will be either
through phone or the online call logging system.
Engineer will log down service call according
to the priority rating. Engineer will take the
ownership of the call. Until the user agrees that
the incident has been completely resolved or the
support engineer and user have determined that
no further resolution can be reached. Call status
will be log back to the online system before logging
to the next call. In addition, engineer will make
use of the time between next call is available
by follow-up call. Checking back with the user
to make sure the resolution was successful.
Service
Hours
All jobs will be proceeded
during office hours.
Monday to Friday : 09:00
to 18:00
Excluding Saturday, Sunday and Public Holiday
Scope
of Services
Desktop user support, which
includes hardware break fix and software problems,
LAN/WAN/Internet/Intranet connectivity, related
supports.
- Problem
Call Solving System Flow Chart
2.
Other Value Added Services
At United Networks we bring
additional value to our customer. We believe these
services not only benefit our customers they differentiate
us as the long term partner to our customer's success.
2.1 Scheduling Individual
Support Engineer
If more than one-support
engineers are required, we will actively participate
in better planning the outsourcing resources.
Stagger shifts, having some staff arrive earlier
and some stay later, so that resources could be
fully optimize during peak hours.
2.2 Ongoing Monitoring
We will be pro-actively
monitor and refine the skills of the on-site support
engineers. We use a training model called performance-based
training. The goal is to use training, when appropriate,
to improve job performance. We can define the
performance need as the need for support engineers
to effectively assist users with questions and
problems on new or upgraded software or hardware.
2.3 Reports
Every successful organization
needs to consolidate, analyze, and present the
data it has collected in a useful form. We will
focus on individual engineer activities that will
help to understand users. Reports will be in the
following areas:
- Overall actives in different
intervals (volume, types, and so on)
- Performance; that is,
how effective the engineer is in delivering
solutions
- Changes and trends over
time
- Engineers productivity
and goals
2.4 Hardware Installation
- Install PC on LAN based
on the procedure provided by your company
- All the hardware installation
request will acknowledge to the users within
two hours for the booking of hardware installation
appointment
- Fill in hardware installation
log sheet and will be counter sign by requester
for acceptance
2.5 Hardware Parts Replenishment
- Manage all the hardware
parts replenishment with suppliers
- Provide loan parts or
temporary loaner unit if replenishment parts
from supplier takes over 2 weeks
- Updated outstanding
reports for monitoring
2.6 Hardware/Software Help
Desk Service
- Provide a central point
of contact
- Provide front end support
to users
- Distribute the service
request to the responsible person
- Follow up status of
the service request
3.
Optional Services
We also provide the following
outsourcing services:
3.1 Preventive Maintenance
& Inventory Checkup
- Provide
PC equipment preventive maintenance twice
a year, service including hardware checkup,
anti-virus scanning, floppy drive head cleaning
and printer cleanup.
- Provide inventory-checking
service with updated report.
3.2 Equipment Relocation
Service
- Provide
equipment relocation within 48 hours notification
- Service includes labeling,
packing, disconnection, relocation, re-connection,
connectivity test of PCs & Printers and transportation
(when applicable).
4.
More Options
Other kind of service requirements
can be chosen by our customers below:
1) Service Call counted
by Hour
2) Service Call counted by Problem [Token]
3) Service Call counted by Day
4) Service Call by Year Maintenance [For Server
Only]
