Service Dispatcher Best Practice

1. Filling Open I.R file for each customer, save the documents ( White copy of the I.R) related to

the customer support contract and Regularly update the files

Open a Technical files for All customers with valid contracts and save the documents ( Installation acceptance, customer information , PM schedule) All related information to the customer in the file

Open a file for 2nd & 3rd Shift and add monthly list

Open A file for All PSR and keep it near the helpdesk file cabinet

Open a file for all customers PM schedule

Open a file for Assr’s & Cr’s on yearly basis and keep it in the helpdesk office

2. Regular Tasks Frequency Arrange visits to customer to implement Remedy & helpdesk services As Applicable

Orientation for all new comers to RSD about helpdesk service & procedureWhich include Creating S.F account

As Applicable

Quarterly check on technical files and send emails for GL Quarterly

Check the status of logged calls before end of working day Daily

Make sure that normal priority calls to be closed in the same day Daily

Follow up on sign off calls to be closed within 3 working days Regularly

Follow up on waiting status calls and make sure that engineers are adding notes & updating the calls on S.F

As Applicable

Escalation for P1 high severity logged calls ( with priority definition) As Applicable

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Service Dispatcher Best Practice

Send Escalation SMS for P1 calls immediately to RSM ,SSM, SAM, Account manger, Regional Manger with the following details : Customer name-problem description-Time of the call -severity-name of assigned support person-business impact . and updates every 2 hrs

As Applicable

RCA report to be generated for all P1 calls As Applicable

Request Group leader to send a copy to all concerned parties and discuss it with them whenever we have P1 Post mortem issued, the list might include:- Account manager- SAM- Group Leader- FM manager- CCO

As Applicable

Posting of PM calls & send a copy to Customer and support engineers Monthly/ Quarterly

Check full details in the I.R before closing the call Regularly

Posting all helpdesk reports on E-connect site Regularly

Keep a copy of updated warranty& maintenance list Regularly

Prepare the 2nd & 3rd shift list Monthly

Follow up Staff compensation form Monthly

Logging calls for ITS Customers That not due for after working hours service (Send to customer Procedure for charges for this service)

As Applicable

Logging calls for Non ITS Customers (Send to customer Procedure for charges for this service )

As Applicable

Make sure to have a signed copy of all raised PSR"S As Applicable

Implementation about E-connect site to all RSD As Applicable

3. Leave & training notification If the Service dispatcher required to travel for an assignment outside assigned

office ,RSM should be informed and TR has to be send to the Corporate Services

If the Service Dispatcher required leave ,RSM should be informed and the backup should initial the LA form prior to submit for the approval of Corporate Services

Sick Leave or late attendance should be promptly notified to the RS Coordinator, Coordinator should inform RSM and log it in the econnect

A copy of the leave or training form to be collected from the Department secretary include the GL signature, name of backup , RSD store keeper signature(No pending spare parts) , Service Dispatcher signature(No pending calls)

IT infrastructure support

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Service Dispatcher Best Practice

4. Reports Submission Target Date

Wee

kly

Pending calls by engineers RS Manager/ Group leaders

Sundays

Pending calls by customers RS Manger/ Group leaders

Sundays

Pending signoff calls RS Manger/ Group leaders

Sundays

Total logged calls (compare closed to logged) RS Manger Sundays

Mon

thly

Pending calls by customers RS Manger/ Sales account Manger

1st week of the month

Total calls logged by customers(compare closed) RS Manger 1st week of the month

Pending calls by type & status RS Manger 1st week of the month

Average fix in the same day calls IT Infrastructure(ITFSD) RS Manger 1st week of the month

Average fix in the same day calls ASSR(APFSD) RS Manger 1st week of the month

Preventive Maintenance (PM) On-Time (PMO) RS Manger 1st week of the month

Average on time response by customer & engineer RS Manger 1st week of the month

Average Sign off calls (SOC) By engineer RS Manger/ Group Leader

1st week of the month

Qua

rter

ly

Pending calls by Group RS Manger/ Group Leaders

1 week prior to end of the quarter

Pending calls by Type RS Manger 1 week prior to end of the quarter

Check the warranty & maintenance list with Contract Admin Group leaders Last week of the quarter

Annu

ally

All customer logged calls by type & status RS Manger/ Corporate Service/

1st January

All pending calls by engineer per region RS Manger/ Corporate Service/

1st January

Corporate customers pending calls RS Manger/ Corporate Service

1st January

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