• >> Shrinkage of incident volumes on a year-on-year basis
• >> Predictable cost model
• >> Seamless customer experience across service desk and application support
• >> Improved process efficiencies and compliance
• >> Effective and quick response to changing business dynamics
• >> Integrated and coordinated IT services delivery for cycle time reduction and end-to-end issue resolution
• >> Flexible engagement model for AMS support

Logistics

• >>Finance & Controlling (FICO)
• >>Sales and Distribution (SD)
• >>Materials management (MM)
• >>Production Planning (PP)
• >>Quality Management (QM)
• >>Project Systems (PS)
• >>Plant Maintenance (PM)
• >>Warehouse Management (WM)

Human Capital Management

• >>Organizational Management (OM)
• >>Time Management (TM)
• >>Personnel Administration (PA)
• >>Payroll (India)
• >>Performance Management
• >>ESS/MSS

Others

• >>BI/BO
• >>BASIS & ABAP

Talent Pool

Skill Matrix

Ticket Management

• >>Monitor ticketing tools and queue for new tickets
• >>Classify new tickets according to guidelines and transfer to appropriate support team member
• >>Alert support team member as necessary (based on priority of ticket)
• >>Monitor and track ticket’s status changes and their SLA deadlines
• >>Follow up and alert support team / Manager on SLA deadline maturity and ensure SLA is adhered

Call Handling

• >>To ensure Helpdesk as Single Point of Contact for Customers, Helpdesk is installed with the dedicated Toll free number and VOIP phones.
• >>The Toll free number is circulated to the customers so that customer can dial the toll free number and reach one of the Helpdesk agent available in the shift.
• >>Helpdesk operates and ensures 24/5 support availability over phone
• >>Helpdesk ensures the caller (Customer) to respond promptly
• >>Helpdesk ensures appropriate and immediate routing / action on calls received
• >>Helpdesk ensures calls are answered within 3 rings