IT Helpdesk Manual

IT Helpdesk Manual


  1. Home/landing screen – You can see dashboard of Helpdesk




  1. Raisse a ticket – A ticket can be raised by clicking on following options


  1. My Area
  2. Tickets
  3. Submit a ticket 

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  1. Upon clicking in any of the above option, you will be redirected to “My Area” screen where you will be able to see your raised tickets along with the status.

  1. Add a ticket – user can click on “Add ticket” button to add a ticket and will be redirected to ticket creation page


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  1. Ticket creation (Submit a ticket) – user must provide all the mandatory details for selection and submit the ticket.




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  1. Report Incident (Report an incident) – user must provide all the mandatory details for selection and submit the ticket.

     


  1. Check ticket details – User can see the different status of the tickets, upon clicking on any status, respective tickets will be shown on left side


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  1. Reply on ticket – user can click “Reply” button to reply or add anything on the ticket. If user wants to reopen the ticket, user can also use this option after ticket closure. 

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  1. Additional details - 

  1. Categories List

      

Category

Subcategory 1

Sub Category 2

Pre-requisites

Raise complaint / Issue

Hardware

Laptop

Have you restarted?

 

 

Desktop

Have you restarted?

 

 

Printer

Have you checked network cable?
 Have you checked IP Address?
 Have the priter been replaced?
 Is the cable damaged?

 

 

Monitor

Have you checked the power cable?
 Have you checked VGA/HDMI cable?

 

 

Keyboard & Mouse

 

 

 

Attendance machine

Have you checked network cable?
 Have you checked the power?

 

 

Biometric

Have you tried adding user through the card?

 

 

EID reader

Have you checked the USB cable?
 Have you tried removing EID reader and pluging again?

 

 

EID Scanner

1) Check if device is detecting                                    
2) Remove and reconnect the device                       
3) Calibration done

 

 

(Additional to be added later)

 

 

 

 

 

 

Software

Application

If Application->Café or EWPS ->
 Have you tried logging out and closing the browser?

 

 

Email

Have you tried loging out and login again?

 

 

 

 

 

Network

Wi-Fi

1) Did you try reconnecting?

 

 

Branch network

Have you restarted the firewall?

Have you restarted the ONT?   Can you check which lights are blinking in ONT  
Have you tried calling Etisalat customer care?                                                                   

 

 

Router

Have you tried restarted the router?          

 

 

switch

Have you checked if any lights are blinking in the switch?

 

 

CCTV

1) Have you tried contacting the vendor?

 

 

Firewall

What is the issue with the firewall?                                     

What troubleshooting have you carreid out?

 

 

Folder Access

What issue are you facing?

 

 

URL Access

Have you shared URL details or the IP address to whitelist?

New request

Hardware

Laptop

 

 

 

Desktop

 

 

 

Printer

 

 

 

Monitor

 

 

 

Keyboard & Mouse

 

 

 

Attendance machine

 

 

 

Biometric

 

 

 

EID reader

 

 

 

EID Scanner

 

 

 

(Additional to be added later)

 

 

 

 

 

 

Software

New Software

 

 

 

Backup

 

 

 

Report

 

 

 

 

 

 

Network

Wi-Fi

 

 

 

Branch network

 

 

 

Router

 

 

 

switch

 

 

 

CCTV

 

 

 

Firewall

 

 

 

URL Access

 

 

Access

Unblock User (Branch)

 

 

 

Reset User (Branch)

 

 

 

Create user (Only HR)

 

 

 

Disable user (Only HR)

 

 

 

Modify user / Change Role (Only HR)

 

 

 

Branch Transfer (Only HR) multiple users

 

 

 

Activate User (Only HR)

 

 

 

 

 

 

New software feature (CR)

Application name List

 

Category

Subcategory

Incident Type

 

Report Incident

Report Incident

Applications and Software

 

User Access and Accounts

Email and Communication

IT and Data Security

AML and Compliance

Fraud Incident

Business Services and Operations

Facilities and non-IT

Natural Disaster or Force Majeure

Others



  1. Application and Software List

Complain and Access (Application List)

Software List

New software feature (CR)

C3

Emirates NBD Check Clearance

Café

Café

Adobe PDF Reader

Usarati

Clickup 

EDS Player

EWPS

Convera

Office 365 (HO)

 

Domain

Open Office (Branches)

 

Email

Power BI

 

Hello Paisa

Ticker Software

 

HRMS

WinRAR 

 

Instant Cash

WinSCP

 

Kiya

Other

 

ReferAFriend

 

 

Transfast

 

 

Usarati

 

 

Western Union

 

 

Zoho Portal

 

 

Other

 

 

EWPS

 

 

 

 

 

Sub Category - If User Select Application (In Raise Issue Category)

 

 

Slowness

 

 

Transaction Issue

 

 

Profile Issue

 

 

Report

 

 

Any Other

 

 

 

 

 

 

 

 

Sub Category - If User Select Hardware -> Laptop or Desktop (In Raise Issue Category)

 

 

1) Slowness issue 2) Network connectivity issue 3) Blue screen error 4) System not booting 5) System restarting after login 6) Space issue 7) Date & time change 8) Any Other

 

 



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