| Chat to helpdesk staff ? | HowtoLoginArea |
| Yes (.) No (!) |
The helpdesk facilitates communications between users of different IT departments, respond to problems and prioritizes problem solving in the form of ticketing.
Responsible for direct in-person problem solving in the field. Collaborates with a team of engineers.
Each problem reported in the field will be monitored by a carefully designed system.
The technical team conducts an analysis of field problems at the request of users through the helpdesk.
The engineering team rectifies and improves upon the problem based on the analysis of the technical team. If needed, the engineering team will defer to experts from the principal side if said problem cannot reach a resolution on their own.
The technical team conducts maintenance over the efforts done by the engineering team, and reports whether there is an escalation or a resolution to the problem.
If a problem escalation occurs, the helpdesk will assist the user to direct the technical team to re-analyse the problem and collaborate with the engineering team, as well as report on the resolution of the problems that have been resolved. The helpdesk will monitor this collaboration and will remind both parties if two working days pass without progress.
Leader
IT Helpdesk
Engineering
Engineering
Engineering
Engineering
Assisting with field problems via a reliable technical team, monitored 24 hours a week
Rukan Great wall Blok C No.11, RT.003/RW.014, Gondrong, Kecamatan Cipondoh, Kota Tangerang, Banten 15146
