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AON Helpdesk Support Process Guide

The document outlines the process for on-call support. It involves the following steps: 1. The user contacts the Central Helpdesk via phone, email, or web to report an issue. 2. The Central Helpdesk identifies if on-call support is needed and forwards the request to the Progressive Central Command Center if so. 3. The Central Command Center aligns an on-call engineer to attend to the user and resolve the issue. If the issue cannot be resolved, further steps like arranging a spare part are taken.

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Niraj
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98 views3 pages

AON Helpdesk Support Process Guide

The document outlines the process for on-call support. It involves the following steps: 1. The user contacts the Central Helpdesk via phone, email, or web to report an issue. 2. The Central Helpdesk identifies if on-call support is needed and forwards the request to the Progressive Central Command Center if so. 3. The Central Command Center aligns an on-call engineer to attend to the user and resolve the issue. If the issue cannot be resolved, further steps like arranging a spare part are taken.

Uploaded by

Niraj
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd

Process for On Call Support

No
Identify
Identify As per
On
On call
call AON IM
Support?
Support?
Process
AON Helpdesk will forward
request to Progressive
AON Yes
User can contact Central Command Centre
Helpdesk (Progressive Central
Central Helpdesk
Helpdesk)
via
Phone/Voice,
Email,
Web.

Central Command
Center (Progressive
Helpdesk) will align
On Call Engineer

Yes
On Call
Engineer
Yes will attend
Process
Process for
for If
If to user.
Is
Is spare
spare
Spare
Spare Resolved
Resolved
required
required ?
?
arrangement
arrangement ?
?
No

Progressive
No close ticket
and update to
AON helpdesk.

USER
Process for Spare Arrangement
Update
AON
AON
Helpdesk
Helpdesk

Progressive Central
Command Center

No
Yes Tickets will be
Asset
Asset is
is under
under treated
treated as
as
Comprehensive
Comprehensive
Break
Break fix
fix ?
?
Chargeable
Chargeable //
Trade Case
Progressive Logistics will
arrange spare and dispatch.

Yes

No As per
If
If
Resolved
Resolved AON IM
?
? Process
USER
On Call Engineer
will attend to user.

USER
Process for Chargeable / Trade case arrangement

Progressive Central
Command Center

Progressive Central Command


Center will share quote and take
approval for spare arrangement.
USER

Yes No Progressive
close ticket AON
AON
If
If Approved
Approved ?
? and update to Helpdesk
Helpdesk
AON helpdesk.

On Call Engineer
Progressive Logistics will
will attend to user. arrange spare and dispatch.

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