DSI PJSC IT Helpdesk IT HELPDESK

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1 IT HELPDESK Copyright: this document is the property of DSI PJSC and all rights are reserved in respect of it. This document may not be reproduced or disclosed in any manner, in whole or in part, without the prior written consent of DSI PJSC corporate management. DSI PJSC expressly disclaims any responsibility for or liability arising from the use of this document by any third party. Unless specifically stated otherwise, all printed copies are uncontrolled and not subject to revision control.

2 1. INTRODUCTION: OBJECTIVE: The DSI PJSC IT Helpdesk & IT Assets Manager HSE online data store application s purpose is to maintain the IT Helpdesk & IT assets records & information and to ensure that highly accurate information is readily available to all concerned parties at all times. IT Helpdesk & IT Assets Manager will be used in all DSI Companies in the different Business Stream Lines. It will provide a solution to easily preserve and retrieve IT departments data by simply using a web based application which is accessible by authorized users of the DSI PJSC Staff. The users will have different account permissions based on the group of users GROUP OF USERS: IT Helpdesk & IT Assets Manager was built with 9 different groups of users which will be discussed in further detail later on in this help guide: a. Administrator Group b. Corporate IT Manager Group c. Dubai Area IT in charge Group d. Dubai Area IT support Group e. Dubai Area helpdesk Operator f. Other Area IT in charge Group g. Other Area IT Support Group h. Other Area Helpdesk Operator

3 A. IT HELPDESK MODULE: DSI IT Help desk is a simple web-application that assist the IT department to troubleshoots problems with computers, network, mails, internet and similar IT issues and products. Help desk will create a contact between: - IT support and DSI users by tracking the users problems and helping in solving their IT issues. - IT supports team by communicating and cooperating on resolving the problems. - IT support team and IT manager by tracking, monitoring and controlling the IT bugs and the team performance. New Ticket: The help desk operator has to create the tickets and assign it to technicians. The system will auto generate tickets IDs to track the users issues, categorize the IT issues between hardware and software issues and per problem type (internet, mail, blackberry, ERP ), in addition to the caller details (BSL, company, department ). Check figure below to know more about the new ticket interface. After creating a ticket, system will send automatic mails notification to: - Caller, attached with ticket ID in order to track his request. - Technician to whom the ticket will be assigned. - IT support team for communications and cooperation purposes. Notes: Helpdesk Operator can update a ticket or re-assign it to another technician. The Operator is the only one who can update and re-assign a ticket. The technician has to close the ticket by providing the mandatory field (required time to close a ticket, and the solution). Those data play a very important role with enhancing the IT service and sharing the informations between a team. It will be stored as a reference.

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5 Pending Tickets: This will be the first landing page in the help desk system to always remind the technicians to solve the issues and close their assigned tickets. While closing or canceling a ticket, it is very important to mention the total time of resolving the problems, and the solutions in order to keep it as help information that IT team might use it at any time if required. N.B: - Only the help desk operator can create a new ticket, and update ticket details. - Help desk Operator can re-assign a ticket for another technician, by using the edit interface. - Technician can close/cancel his colleagues tickets, by selecting the technician name from the drop down list on the top of pending tickets page.

6 Search/View Tickets: This interface provide an advanced open search where users can generate reports, as per required data, by filtering the problem type, technician, caller, sit location, or ticket status, or

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