With the Technical Support Services, organisations should be certain that they are getting a reliable team, who can guarantee peace of mind with the IT infrastructure and allow them to focus on the business objectives. 

Infrastructure and Network - Maintenance and Support:

Servers Support and Maintenance:
Regular health check-ups of the servers will be taken and reported to the team and to the management. Server operating systems stability and reliability will be ensured through documenting the complete environment and layout and thus making sure complete impact is analysed before any changes are implemented to the environment.

Risks are reported at scheduled intervals to the governance personnel and management to put mitigations in place. Thus keeping constant watch on the server activities and contributing the high availability of the services and applications on the servers.

VOIP and Telephony Maintenance:
Low cost communication network through VoIP will be pursued and maintained to ensure consistent voice quality between the internal lines. This is very critical to achieve high communication availability between personnel.

Applications Systems Support:
Business operational systems are the core part of the municipality’s day to day functions. These systems have to be running without interruption. An ongoing support is very critical for these systems. 

Configuration:
End user configurations and access right allocations are done as part of this role. Upgrades to the software and the impact analysis thereof are conducted and notified to all the relevant stakeholders and the users. A proper change control process is followed and the governance team will be notified of the impact and the changes. An approval is sought from the management.

Training:
Training sessions are conducted on various business application systems to the users at regular intervals to ensure suitable use of the functionalities. On request trainings are also conducted for new staff that is recruited from time to time. Preparation of training manuals and nerdy guides are also the responsibilities of this team.

Implementation:
Support for new implementations is provided to ensure smoother transition to upgraded systems and better functionalities. User assistance is provided during the transition period to manage the change effectively.

Licenses:
Software licenses are registered and maintained for optimal use of the applications. The usage of licenses are recorded and kept in a detailed report and will be provided to the stakeholders. Misuse of the licenses is controlled. Renewals of the licenses are monitored and notified to the management.

Help Desk:
The Help Desk will be placed at the prime location of the organisation’s premises closer to the user base and the infrastructure.  Every call should be logged and will be categorized into issues and service requests. All the calls that can be resolved by first line support will be addressed and recorded immediately.

Service requests that require the technician will be assigned to the technical support through an automated system. Tracking and Monitoring of tasks are done through this system. Automated and manual escalation procedures are followed to ensure due attention to the critical requests. The calls that require additional external assistance from vendors or service providers will also be equally tracked and monitored.

Periodic reporting will be made to the relevant parties. Operational reporting weekly and statistical reporting monthly will be provided to the management and the architects to analyse and advise improvements in the service and support.

Help and FAQ documentation will be made available for the users to be able to understand and self-help on trivial issues that are in their control.

<<Back