Support Function in It

Support Function in It
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  SUPPORT FUNCTION IN IT Submitted By:Nikhil Warang (207)Sandhya Nair (189)Nivesh Patil (213)Rohan Nikharge (191)  INTRODUCTION ã A company's information technology department plans, operates and supports an organization’s IT infrastructure, enabling business users to carry out their roles efficiently, productively and securely. ã The department must meet multiple business and technical requirements, provide a secure IT infrastructure and minimize costs ã Different support functions in Information Technology IT HELPDESKFinance and procurement Facility Management GroupResearch And Development  IT HELP DESK  Help Desk application, provides first level support & assistance to the customer for immediate troubleshooting. Application maintains a library of complaint/problems with there likely solutions that can be suggested to the customer on line. HIERARCHY OF HELP DESK   (LEVEL OF USERS) The users seeking solution, enters the problem or searches solution for a particular problemPerson who categorizes the problem and assigns it to a specialist also updates complaint statusPerson who attends calls/mails of customers and logs complaints on behalf of customers. Searches solution from FAQ & provides instant solutionSpecialized person with ultimate responsibility for providing solution to customer. He updates the library of FAQ’s & solutions. Customer’s  Coordinator Agent Specialist  FLOW OF HELP DESK   (MOVEMENT OF PROBLEM) Customer’s Agent SpecialistCoordinator 
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