Contents

    

Overview

This document is intended to provide guidance on how to use SRM Tech applications and how to request help when further assistance is required.

STG Helpdesk Ticketing System

Overview

    This document is intended to provide guidance on how to use STG Helpdesk Ticketing System (Zoho Desk) and track the ticket from portal.

The helpdesk to setup at SRM Tech shall receive, log, prioritize, assign, track, escalate, resolve, close and archive queries, answers call and initiate the triaging and escalation of unresolved issues to the next level.

Request Checklist

    Prior submitting a helpdesk ticket, users are requested to verify the following criteria have been met.

• Review the processes regarding self-fixing issues to systems BEFORE submitting the ticket.
• Confirm that STG team support is required.
• A “Primary Contact” for this ticket is made available to support IT access to perform the requested action stated within the ticket and all parties involved have notified of this request and will be available to support IT.
• Specify the systems where the changes apply.
• If an attachment is needed, enclose along with the request.
• For creation of new information, complete all the fields as needed for the onboarding.
• Review the Priority Definitions below and apply the appropriate level to the request.

Phone Support

    Users shall reach out to Helpdesk team ONLY for Critical Issues, such as Desktop or Laptop not powering on, unable to connect to network or internet, system compromised due to Virus/Malware or Spyware attack, accidentally opened phishing email etc. 

Support Levels

    Three levels of support shall be setup at the helpdesk. A query can be escalated to the next higher level manually in case it requires an intervention at the higher level OR automatically in case the query remains unresolved for more than defined resolution time. 

Level	Description
Level 1	This level of support is where user submit requests through portal are logged into the Help Desk. This shall be manned by the 5 helpdesk executives positioned at the helpdesk.
Level 2	This level of support shall be defined as per the incident category. For example, for all technical queries, IT Manager shall be the Level 2 contact.
Level 3	For IT departmental/Process related queries, the respective HEAD – IT shall be the Level 3 contacts.

Incident Category

Incident Category	Description
Technical	Problems of technical nature pertaining to the Hardware, Software, or any application.
Process Related	Queries related to department specific processes regarding application for services, documents required etc.
Grievances	Tickets pertaining to grievances / complaints and other matters.
Suggestions/ Feedback	Any suggestions or feedback received regarding the service provided by STG/Helpdesk.
General Enquiry	Any enquiry pertaining to the services offered by STG/Helpdesk

Incident Priority

    Issues logged under any incident category shall be classified under one of the following incident categories. STG team will address the priority ticket based on the following factors:

• Response Time – The initial period in which an Engineer will be assigned to an incident.
• Update Time – The period by which an Engineer will provide progress update to the ticket requestor.
• Resolution Time – the period by which an Engineer will resolve the issue.

Incident Category	Description
Critical	Creates total loss of production performance. Is operable, but at a greater than 75% impact to production performance and/or requires extensive manual support.
High	Is operable, with between 50% - 75% impact to production performance and/or requires high manual support. Is operable, with between 25% - 50% impact to production performance and/or require moderate manual support.
Medium	Is operable, with less than 25% impact to production performance and/or requires some manual support.
Low	Nice to have but not impacting production in real time and/or just a research type request.

Resolution Time

    Resolution time is the time within which a ticket is ought to be closed after providing resolution of the query to the user. This shall be measured as per “Normal Business Hours” of the helpdesk and as shall mentioned below:

• All Non-Critical requests received after 4.30 PM IST for day shift are considered to have been received the NEXT BUSINESS DAY.
• All requests will be reviewed within 1 business day. If additional information is required, the completion date will be affected.
• Complex requests which require additional resource hours will affect the timeline.
• Turnaround time will be determined and communicated to the requestor.

SLA & Escalation Matrix

Priority	Response Time	Resolution Time	Submission Process	Escalation Contact
Critical	15 Mins	60 Mins	Submit via ticket – STG Helpdesk For Critical Issues may reach through Phone/Teams	Level 1 Escalation: - Veeramurugan S Mohanraj  Isaac Anand J Level 2 Escalation: - Kothandan M Kadarkaraiyandi A
High	60 Mins	4 Hours	Submit via ticket – STG Helpdesk For Critical Issues may reach through Phone/Teams	Level 1 Escalation: - Veeramurugan S Mohanraj R Level 2 Escalation: - Isaac Anand  Kothandan M Kadarkaraiyandi A
Medium	2 Hours	8 Hours	Submit via ticket – STG Helpdesk For Critical Issues may reach through Phone/Teams	Level 1 Escalation: - Sathyanarayanan M Amos V Karthik P Level 2 Escalation: - Veeramurugan S Mohanraj R Isaac Anand
Low	1 Day	1 Week	Submit via ticket – STG Helpdesk For Critical Issues may reach through Phone/Teams	Level 1 Escalation: - Sathyanarayanan M Amos V Karthik P Level 2 Escalation: - Veeramurugan S Mohanraj R

Ticket System Flow Diagram

       

How to Sign-up SRM Tech Helpdesk Ticketing System (Zoho Desk)?

1. Navigate to https://helpdesk.srmtech.com and Click Sign Up

2. Enter your First Name Last Name, Email Address (SRMTech Official) and click Sign UP.

 

3. You will be notified with an invitation email from SRM Tech Helpdesk Ticketing System (Zoho Desk). Open and click “Accept the Invitation” button to confirm.
4. You will be prompted to set new password and click register.

How to create a ticket?

1. You can raise a ticket in Zoho Desk portal by following the below steps.

1. Navigate to https://helpdesk.srmtech.com

             

2. Login using your username and password.
3. Click on Tickets

               

4. Click “Add Ticket”

     

5. Fill the ticket information such as Business Unit, Phone, Subject, Description, Priority, Classifications etc. It is important to attach any error screenshot before submitting the ticket.

     

6. Click Submit.

     

7. Once ticket is submitted, you will be notified with an email confirmation from Zoho Desk portal along with ticket number. 

     

How to view and update existing ticket comments?

    Once ticket is created, you can either login to SRM Tech Helpdesk Portal or simply click on “View Ticket” from the email you have received, which will navigate to your ticket directly.

1. To respond back to ticket, click on “Reply” button and update your comments.

                 

2. Update your comments and click “Send”

      

How to add Cc within the ticket?

You can now copy your manager or team member within your ticket.

1. Click “Reply” in the ticket.
2. Add the team member’s email address in Cc’s: field and then update your comments within the ticket.
3. Click Send. 

       

How to change the ticket priority?

You are allowed to change the ticket priority as per requirement.

1. Navigate to helpdesk ticketing portal.
2. Click on respective ticket and click “Edit”.

       

3. Change the priority from drop down list and click save.

       

How to “Close” the ticket?

    If your request or issue is resolved by STG, then respond back to the ticket with your final comments and then click “Close”.