USER GUIDE

CALL CENTRE
User Guide
Call Centre

CALL CENTRE

Table of Contents

1.0 Process flow of Incident Management-Corrective maintenance

for Hardware and Software for Schools' Computer Labs ......................................... 2
2.0 Process flow for Corrective Maintenance for Hardware and Software for
Schools' Computer Labs............................................................................................ 4

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User Guide
Call Centre

1.0 PROCESS FLOW OF INCIDENT MANAGEMENT - CORRECTIVE

MAINTENANCE FOR HARDWARE AND SOFTWARE FOR SCHOOLS
COMPUTER LABS

1. End-user faces faulty problem on equipment and logs incident to BitCARE using Hotline
number, 03-2093 9222,Fax number,03-20936222 or Email, bitcare@bitara.com.my at
1st Level Support at BitCARE Call Centre .
2. At 1st Level Support ,BitCARE Call Centre receives the incident,logs it and solves it via
online or remote.If problem solved,incident closed and status updated into system once
verified by user.
3. If problem still unresolved at 1st Level Support, incident will be escalated to 2nd Level
Support.At this level,Technical Support Team receives incident and solves the issue at
site.
4. If problems solved,Technical Support Team will notify BitCARE Call Centre and
incident closed and status updated into system once verified by user.
5. If problem still unresolved at 2nd Level Support,incident will be extended to Supplier or
Principal.At this level,Supplier/Principal receives request for new parts replacement.
Technical Support Team will supply Loaner Unit to end-user while waiting for
repairing to avoid work distraction.
6. Once incident solved at 3rd Level Support,Technical Support Team will notify BitCARE
Call Centre. Incident is officially closed and status incident updated in the system once
received verification from user.

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User Guide
Call Centre

FLOW CHART OF INCIDENT MANAGEMENT- CORRECTIVE MAINTENANCE FOR

HARDWARE AND SOFTWARE FOR SCHOOLS COMPUTERS LABS

1st Level Support 2nd Level Support 3rd Level Support

Report At BitCARE BITARA BITARA On Site
Incidents On Site

UNRESOLVED UNRESOLVED

LOG ESCALATE ESCALATE

INCIDENT Supplier
END USER

TECHNICAL
BitCARE

SUPPORT Or
TEAM Principal
RESOLVED RESOLVED

RESOLVED

Incident Logging, Monitoring, Resolving & Closing

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User Guide
Call Centre

2.0 PROCESS FLOW FOR CORRECTIVE MAINTENANCE FOR HARDWARE AND SOFTWARE
FOR SCHOOLS COMPUTER LABS

1) End-user faces faulty equipment problems and logs incident to BitCARE Call Centre
using Hotline number, 03-2093 9222, Fax number,03-2093 6222 or Email,
bitcare@bitara.com.my.
2) Below details should be provided to BitCARE Call Centre as incident reference:
a) School Code
b) School Name
c) Caller Name
d) School Contact Number
e) Caller Contact Number
f) Equipment Name
g) Equipment Model
h) Serial Number of Equipment
i) Type of faulty equipment

3) BitCARE Call Centre logs the incident into system.End user receives ticket number via
phone online or email for incident reference.
4) BitCARE Call Centre identifies the category of faulty problem either software or
hardware.
5) BitCARE Call Centre solves the incident by guiding user via phone line.If case
solved,incident closed and status updated into system upon verification from end-user.
6) If the faulty hardware unresolved via phone line,incident will be escalated to Technical
Support Team.Appointment will be set up with end-user for further solutions.
7) Technical Support Team will be rushed to location for repairing or replacing faulty
hardware.
8) If the faulty hardware successfully fixed at site and functioned to normal,Technical
Support Team will get verification from end-user by submitting maintenance form to sign
and notifies BitCARE Call Centre.Incident closed and status updated into system once
verified by end-user.

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User Guide
Call Centre

9) For faulty hardware that cannot be fixed immediately at site,the unit will be sent to
supplier or principal for repairing.
10) Technical Support Team will supply Loaner Unit to end-user while waiting for
repairing to avoid work distraction.Once faulty unit repaired,Technical Support Team
returns to location to return the repaired unit and to collect Loaner Unit.
11) After testing and commissioning and equipment runs back to normal,Technical Support
Team will get verification from end-user by submitting maintenance form to sign and
notifies BitCARE Call Centre.Incident closed and status updated into system once
verified by end-user.
12) As for software problem,Technical Support Team solves the incident via phone line or
remote.
13) If the faulty software unresolved via phone line,Technical Support Team will be rushed
to location to solve the problem.
14) After the software being tested,commissioned and runs back to normal,Technical Support
Team will notify BitCARE Call Centre upon the status.Incident closed and status updated
in the system once verified by end-user.

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 FLOW CHART OF CORRECTIVE MAINTENANCE FOR HARDWARE AND SOFTWARE FOR SCHOOLS COMPUTER LABS
END-USER

Repaired unit is
END
START Verified by end-user
Incident closed returned and Loaner
Logs Incident Unit collected
BitCARE CALL CENTRE

YES

Receives incident
Incident Updates into
from end-user Incident logged into Solves issue via phone
system solved system
line or remote

NO YES
SUPPORT TEAM
TECHNICAL

Receives incident Engineer visits

Sets up appointment Incident
ticket number from incident location Supplies Loaner Repaired unit is ready
with end-user solved
BitCARE Call Centre according to SLA Unit to sent to end-user
NO
SUPPLIER /
PRINCIPAL

Call logged to supplier

or principal for
repairing faulty unit