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    Information Technology Department It Service Level Support

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    rosham4530
    The IT Department at Metrod provides technical support and services to other departments within the organization. The IT support team consists of five members with expertise in areas like hardware, software, systems, and networking. Users report any IT issues through the Metrod ServiceDesk system, including details about the problem and its priority level. The IT Department then handles issues according to defined support levels, with escalation procedures for more severe problems.

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    Information Technology Department It Service Level Support

    Uploaded by

    rosham4530
    41 views2 pages
    The IT Department at Metrod provides technical support and services to other departments within the organization. The IT support team consists of five members with expertise in areas like hardware, software, systems, and networking. Users report any IT issues through the Metrod ServiceDesk system, including details about the problem and its priority level. The IT Department then handles issues according to defined support levels, with escalation procedures for more severe problems.

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    IT Support

    Original Title

    It Service Level Support

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    The IT Department at Metrod provides technical support and services to other departments within the organization. The IT support team consists of five members with expertise in areas like hardware, software, systems, and networking. Users report any IT issues through the Metrod ServiceDesk system, including details about the problem and its priority level. The IT Department then handles issues according to defined support levels, with escalation procedures for more severe problems.

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    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as docx, pdf, or txt
    41 views2 pages

    Information Technology Department It Service Level Support

    Uploaded by

    rosham4530
    The IT Department at Metrod provides technical support and services to other departments within the organization. The IT support team consists of five members with expertise in areas like hardware, software, systems, and networking. Users report any IT issues through the Metrod ServiceDesk system, including details about the problem and its priority level. The IT Department then handles issues according to defined support levels, with escalation procedures for more severe problems.

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    © All Rights Reserved
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    INFORMATION TECHNOLOGY DEPARTMENT

    IT SERVICE LEVEL SUPPORT

    1. INTRODUCTION

    Metrod Information Technology (IT) Department provides an IT technical and services for other
    Metrod department.

    2. IT SUPPORT TEAM

    IT Department has a small team members comprise of two expertise related to system software and
    three other expertise in computer hardware and networking.

    a) Hardware and Software Technical Support – To support services in hardware, office


    automation system, computer peripherals, system security and networking.

    b) Metnet Syatem Support – To provide services in Metnet system software for Metrods
    operation and procurements.

    3. PROBLEM REPORTING

    All issues and problems that relate to IT Department are to be logged into Metrod ServiceDesk. User
    is required to enter the problem description, date, priority level and some other information into
    the Metrod ServiceDesk system.

    Following is the list of problem category:

    Antivirus
    Conference
    Email
    Hardware
    Metnet rs6000
    Metnet SOP/AP/GL/LC
    Microsoft Office
    Microsoft Windows
    Network
    Office Printer
    Presentation
    QSYNC
    Request
    Software Instalation
    Website
    4. SERVICE SUPPORT – LEVEL 1

    FUNCTION

    SUPPORT
    METHODOLOGY

    5. SERVICE SUPPORT – LEVEL 2


    6. SERVICE SUPPORT – LEVEL 3
    7. SERVICE LEVEL ESCALLATION
    8. SEVERITY / PRIORITY LEVEL
    9. CONCLUSION

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