Quality Procedure : IT Helpdesk Services. Process Lead Head of IT Unit Version No /06/2006 All Original Document DCA. The current process

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1 PROCESS PROFILE Process Name IT Helpdesk Services Process Lead Head of IT Unit Version No 9.0 Process Author Executive IT Unit Date Created 15/05/2014 Process Owner CFO Finance Division Date Approved 03/06/2014 VERSION HISTORY Version Number Effective Date Page No Description of Changes Authorized By /06/2006 All Original Document /01/2006 All 3.0 All The current process Description of Change: Document Format Prepared by: Siti Norhajar Abd Rahim Mohamad Reviewed by: Tun Kamalul Zaman Abdul Jamal Approved by : Tun Kamalul Zaman Abdul Jamal Description of Change: Document Format 4.0 All Prepared by: Siti Norhajar Abd Rahim Mohamad Reviewed by: Tun Kamalul Zaman Abdul Jamal Approved by : Tun Kamalul Zaman Abdul Jamal Description of Change: Document Format /10/2009 All Prepared by: Siti Norhajar Abd Rahim Mohamad Reviewed by: Tun Kamalul Zaman Abdul Jamal Approved by : Sairin Salleh Controlled Page 1 of 11

2 6.0 20/02/2012 Page - II,3 & 4 Description Of Change : Change of responsibility for document process approval Amendment of PERFORMANCE MEASURE Modification of Process Flowchart Prepared by: Sufyyatul Azzalina Binti Nasri Reviewed by: Rohisyam Abdul Rahman Approved by : Zulhalim Ismail /06/2012 All /06/2013 All /06/2014 All Description Of Change : Change e-it to e- Request Prepared by: Sufyyatul Azzalina Binti Nasri Reviewed by: Rohisyam Abdul Rahman Approved by : Rohisyam Abdul Rahman Description Of Change : 1) SEPIA format 2) Flowchart 3) Procedure Prepared by: Sufyyatul Azzalina Binti Nasri Reviewed by: Rohisyam Abdul Rahman Approved by : Rohisyam Abdul Rahman Description Of Change : 1) Process Flow 2) Procedures 3) Process Measurement 4) Responsibility Prepared by: Maran a/l Balakrishnan Reviewed by: Shukur Khalid Approved by : Norwati Mohd Aris Controlled Page 2 of 11

3 TABLE OF CONTENT Title Page PROCESS FILE...1 VERSION HISTORY PURPOSE SCOPE ABBREVIATION DEFINITIONS BUSINESS RULES RESPONSIBILITIES PROCESS FLOW PROCEDURES PROCESS MEASUREMENT QUALITY RECORDS REFERENCES...11 Controlled Page 3 of 11

4 1.0 PURPOSE 2.0 SCOPE This work instruction is to ensure that IT helpdesk is operated according to the customer needs. This work instruction covers IT related s encountered within TMR&D and the solving of these s through respective IT group. 3.0 ABBREVIATION 3.1 Document Control Administrator 3.2 MR Management Representative 3.3 TMR&D Telekom Research & Development Sdn. Bhd. 3.4 IT Information Technology 3.5 HG Head of Group 3.6 ITH IT Helpdesk personnel 3.7 ITS IT Support Staff including all IT unit group staff 3.8 CS Customer Satisfaction 4.0 DEFINITIONS 4.1 e-request IT Complaint. 4.2 Process Owner The designated function which holds accountability to drive the operational process ownership, manage performance and process change control. 4.3 Process Lead The designated function which is responsible to support process owners and ensure effective processes execution. He/she shall be responsible to review on process change control. 4.4 Process Author The designated function which holds the responsibility to create new process and/or update existing process documentation 4.5 Criteria Entry Criteria a) Request from s b) IT Endorsement letters Input a) Request from s b) IT Endorsement letters Control Mechanisms e-request Out Put Controlled Page 4 of 11

5 a) ITS will make sure that every complaint or request will be taken care of Completion of the job is a must. b) e-request will record all work related activities. Exit Criteria After complaints or requests jobs are completed, status will be updated by ITS, and s will be required to fill up the CS Survey Form. If not register the s cannot make new request. 5.0 BUSINESS RULES Not Applicable 6.0 RESPONSIBILITIES 6.1 The Head of Group (HG) shall responsible for: a) Overall implementation of this procedure. b) ensure that the procedures are clearly understood. c) ensure that the procedures are implemented correctly by the ITH and ITS. 6.2 User shall responsible for registering request through e-request and complete the Customer Satisfaction Survey IT Help Desk staff shall responsible to solve that assigned by HG. Update record/status into system once task completed. 6.4 e-request shall record all data registered into database, check status on CS and generate/send notification through to. Controlled Page 5 of 11

6 7.0 PROCESS FLOW Controlled Page 6 of 11

7 8.0 PROCEDURES Step Detail Description Person in Charge 1 User shall log in through e-request system to Users make a request or complaint. Documents / Records e-request online 2 The e-request shall check Customer Satisfaction (CS) status. If is a new requester, proceed to Step 3 If is not a new requester and has been completed previous CS survey, proceed to Step 3 If is not a new requester and still pending on previous CS survey, proceed to Step 11. Note: For a current that still pending on CS survey, she/he cannot make a new request until CS completed. Users e-request - Complete the User Satisfaction Form 3 User shall register complaint or request through e-request 4 The e-request shall record all the requests that key-in the system. 5 IT Help Desk personnel shall receive and verify the request. If request is accepted, proceed to Step 6. If request is not accepted, proceed to Step IT Help Desk shall perform verification on the nature of complaints or request by identifying and analyzing the s report. If ITS able to support the s complaints or request and need ITS staff to assist, proceed to Step 7 If ITS able to support and no need ITS staff to assist, proceed to Step 12 If ITS unable to support the s complaints or request, they shall forward to 3 rd party source for the completion of the job, proceed to Step IT Help Desk shall assign to respective support personnel and he/she determines whether IT Users e-request IT Help Desk Admin/ IT Personnel Admin e-request Register form e-request Complaint record e-request Complaint record List of staff with competency e-request - Assigned Job Controlled Page 7 of 11

8 unit has the capability s complaints or requests in house or on the s site. 8 Once task has been finished. IT Help Desk shall update the record. If the request has been completed, proceed to Step 9. If the request has not been completed and still cannot resolve the request/complaint, proceed to Step 6. 9 The e-request shall send notification to through once task has been completed. 10. User shall receive notification through on the task completed. Requester/User shall decide to fill and complete CS survey form now or complete the survey later. If decides to complete CS now, proceed to Step 11. If decides to complete survey later, end process. 11. User shall fill-up Customer Satisfaction (CS) survey form through e-request (online) and needs to click submit button to complete the survey. 12. IT Help Desk shall support the s complaints or request through on-line help, either by phone, or remote access. Admin/ IT Personnel E-Request User User Admin/ IT Personnel e-request - Record Notification on task completed. e-request CS survey form e-request CS Survey form /manual 13 3 rd Party shall receive the task in order to complete the job. 3 rd Party Task Assigned 14. IT Help Desk shall verify and validate the job completion by 3 rd Party personnel. 15 IT Help Desk shall reject and send notification to respective for a new request. Admin/ IT Personnel Admin/ IT Personnel Verification checklist/report Notification( ) Controlled Page 8 of 11

9 9.0 PROCESS MEASUREMENT Process Activity Special IT Request Customer CTQ Operations definition Measurement 1) 3 Defect 2) 5 Virus/Spyware/Adware 1) 3 2) 5 IT Technical Services 1) 3 2) 5 OS/Desktop application 1) 3 2) 5 TMRND Application 1) 3 2) 5 Controlled Page 9 of 11

10 TMRND Network 1) 3 2) 5 DLCM Requests 1) 3 2) 5 Intranet / Services 1) 3 2) 5 Consultancy Services 1) 3 2) QUALITY RECORDS No Record Name Retention Period Maintained by 10.1 Complaint Report 5 years IT Controlled Page 10 of 11

11 11.0 REFERENCES No References Document No 11.1 Quality Manual TMR&D/QM 11.2 Document & Data Control TMR&D/QP/021 Controlled Page 11 of 11