Document No.

PM-CIT-02

Section No. 12

Revision No. 3

Effective Date 04/01/2024

Page 1 of 6

PROCEDURES MANUAL

CIT SUPPORT

Rev
Date Prepared By: Reviewed By: Approved By
No.

3 April 1, 2024

_________________ _________________ __________________

Tonel Daclan Mark Gardiola RHG, EVP Admin and Tech. Support

This is a controlled document and must not be printed, photocopied or brought out of the company without prior permission from the
EVP-COO and/ or IMR QSHE.
 Document No. PM-CIT-02

Section No. 12

Revision No. 3

Effective Date 04/01/2024

Page 2 of 6

PROCEDURES MANUAL

This is a controlled document and must not be printed, photocopied or brought out of the company without prior permission from the
EVP-COO and/ or IMR QSHE.
 Document No. PM-CIT-02

Section No. 12

Revision No. 3

Effective Date 04/01/2024

Page 3 of 6

PROCEDURES MANUAL
TITLE CIT SUPPORT
To ensure that all CIT related issues (i.e. system, network, technical, hardware, and
OBJECTIVE software) are being raised for support and are resolved professionally in a timely
manner.
This procedure covers the process from end-user’s request until the issue is
SCOPE
resolved.

Responsibility Activities Interfaces

Identify the Issue

End-User /
(1)
Responsible CIT

End-User / Submit a Ticket in the Online CIT Helpdesk

Responsible CIT CIT Helpdesk Note 1 CIT Helpdesk Ticket

(2)

Initial Assessment CIT Helpdesk Ticket

Assigned CIT and Assignment Note 2 Online CIT Helpdesk
(3)

CIT Work Order

F-CIT-001
Work Order and CIT Helpdesk Ticket
Assigned CIT/ Full Assessment Note 3 CIT Inventory Receipt
F-CIT-002a
Senior CIT (4) CIT Inventory Movement
PM-CIT-03
Online RMM Server
Online CIT Work Order Monitoring
Online CIT Asset Monitoring
CIT File Server

Online CIT Work Order Monitoring

Assigned CIT/ Tasks Monitoring CIT Inventory Movement
Responsible CIT Note 4 PM-CIT-03
and Outsourcing CIT Computer Setup and Installation
(5) SD-CIT-001
CIT Workstation Checklist
F-CIT-007

CIT Work Order

F-CIT-001
CIT Inventory Movement
PM-CIT-03
Results and CIT Inventory Issuance
F-CIT-002b
Assigned CIT/ Recommendations Note 5 Online CIT Work Order Monitoring
Senior CIT (6) Online CIT Asset Monitoring
Online RMM Server
CIT Helpdesk Ticket
CIT Workstation Checklist
F-CIT-007
CIT File Server

This is a controlled document and must not be printed, photocopied or brought out of the company without prior permission from the
EVP-COO and/ or IMR QSHE.
 Document No. PM-CIT-02

Section No. 12

Revision No. 3

Effective Date 04/01/2024

Page 4 of 6

PROCEDURES MANUAL

NOTE 1:

1.1 The end-user or responsible CIT personnel may raise the issue or request by visiting the Online CIT
Helpdesk and create a CIT Helpdesk Ticket thru this link: “https://www.deltaearthmoving.com/helpdesk”
1.2 Before submitting a ticket, the end-user or responsible CIT personnel may refer to the Online CIT
Helpdesk knowledgebase for basic troubleshooting by reviewing the applicable posted How-To’s and
Manuals.
1.3 If an end-user is unable to submit a ticket due to unavoidable reasons (e.g. no internet connection or the
Online CIT Helpdesk is down), the end-user may call, message, or text any CIT personnel with the
following details:

Site/Dep’t: (e.g. CHQ/CIT)

End User: <Assigned User for the unit or the User that requires the service>
Contact No.: <Contact number of the person needing support>
Issue / Request: <Request or Issue> (e.g. The internet connection is down)
Details: (e.g. Last known connectivity was this morning, around 9:00 am.)

1.4 If they are unable to call or text, end-users can also email (if possible) to
cit_support@deltaearthmoving.com. Emails to CIT Support must follow this format:

To: cit_support@deltaearthmoving.com
Subject: Site/Department – Issue (e.g. CHQ/CIT – No Internet)

To CIT Helpdesk,

Please log our issue / request due to <reason for helpdesk access failure> (e.g. helpdesk is offline).

End User: <Assigned User for the unit or the User that requires the service>
Contact No.: <Contact number of the person needing support>
Issue / Request: <Request or Issue> (e.g. The internet connection is down)
Details: (e.g. Last known connectivity was this morning, around 9:00 am.)

Regards,

<End-User>

1.5 The end-user must fill up all fields in detail to enable the CIT support team to easily identify and resolve
the issue or request. The responsible CIT personnel must then ensure that a ticket is submitted indicating
the end-user’s email, contact number, and request details,

This is a controlled document and must not be printed, photocopied or brought out of the company without prior permission from the
EVP-COO and/ or IMR QSHE.
 Document No. PM-CIT-02

Section No. 12

Revision No. 3

Effective Date 04/01/2024

Page 5 of 6

PROCEDURES MANUAL
1.6 If the request involves a device or hardware, the end-user must then indicate the Asset ID in the Ticket
and indicate the CIT Helpdesk Ticket ID on the unit (Desktop, Laptop, Biometrics, Printer, etc.) using a
masking tape for proper documentation. CIT WILL IGNORE ALL UNITS DELIVERED FOR SERVICES IF
THIS STEP HAS NOT BEEN FULFILLED.
NOTE 2:

2.1 The CIT Team will monitor CIT Helpdesk Tickets through the Online CIT Helpdesk. They are to prioritize,
categorize, and assign issues to relevant CIT personnel. The assigned CIT will then coordinate, assess
and determine how the issues and requests can be resolved and must reply to the requestor. The
assigned CIT must be able to reply or update the end-user within 7 days even if the ticket is set to In
Progress or On Hold unless explicitly agreed upon with the end-user. This will form part of the KPI of the
CIT personnel.
2.2 Note that the assigned CIT can dynamically change depending on the availability and capability of CIT
personnel.
2.3 If the initial assessment of the assigned CIT can resolve the issue or request without escalating, the
assessing CIT will resolve then close the ticket (e.g. WiFi access, New Email accounts, Account
Password reset, Printer connection, etc.). Submit a customer satisfaction survey to the end-user after
resolving the issue.

NOTE 3:

3.1 If the issue or request requires a longer time and more resource to resolve, or involves items such as
hardware repairs, the assigned CIT will prepare a (F-CIT-001) CIT Work Order based on the CIT
Helpdesk Ticket generated.
3.2 Ensure to indicate the source person of the request, the CIT Helpdesk Ticket ID, and the request detail in
the (F-CIT-001) CIT Work Order.
3.3 If the issue or request involves items or hardware that is being handled at any CIT Workshop (e.g. CHQ,
WHTY, CODA, CHBL), it is required to also indicate the (F-CIT-002a) CIT Inventory Receipt number; refer
to (PM-CIT-03) CIT Inventory Movement.
3.4 If the item or hardware involved is a computer, refer to and update the applicable records into the Online
RMM Server. The (F-CIT-001) CIT Work Order must be logged by the assigned CIT in the Online CIT
Work Order Monitoring and update the status of the unit/item in the Online CIT Asset Monitoring.
3.5 The assigned CIT will then confirm the accuracy of the details of the generated (F-CIT-001) CIT Work
Order record by signing at the “Prepared By” section, indicating the assigned CIT personnel’s name and
the date.
3.6 If the assigned CIT is capable and has the necessary resources, an assessment will be done based on
the request. The assigned CIT can also coordinate with applicable persons, and seek the assistance of
concerned CIT personnel. Complete the assessment by signing in the “Assessed By” section, indicating
the assigned/assessing CIT personnel’s name and the date.
3.7 The assessment will be reviewed by a senior CIT to properly resolve the issue by checking the
information in the generated (F-CIT-001) CIT Work Order and verifying the updated records in the Online
monitoring (Online CIT Work Order Monitoring, Online CIT Asset Monitoring, and Online RMM Server).

This is a controlled document and must not be printed, photocopied or brought out of the company without prior permission from the
EVP-COO and/ or IMR QSHE.
 Document No. PM-CIT-02

Section No. 12

Revision No. 3

Effective Date 04/01/2024

Page 6 of 6

PROCEDURES MANUAL
3.8 The senior CIT will confirm the assessment by signing at the “Noted By” section, indicating the senior CIT
personnel’s name and the date. After signing, a noted electronic copy of the generated (F-CIT-001) CIT
Work Order in PDF format will be kept by the senior CIT in the CIT File Server with the following filename
format: YYMMDD WO99999 SITE DEPT CIT (e.g. 240326 WO00717 CODA ERM Noriel.pdf).
3.9 If a part, or any material, is needed to perform the required task/s to resolve the issue, the assigned CIT
will attach the noted electronic copy into the Helpdesk Ticket that the end-user needs to process the
request for the part.

NOTE 4:

4.1 If multiple tasks are necessary, each task must be logged by each responsible CIT in the “TASKS” part of
the form.
4.2 If a task has been completed, the CIT personnel responsible for the task will update the Online CIT Work
Order Monitoring and must properly sign with the personnel’s name and the date.
4.3 Outsourced work will require proper monitoring of inventory movement and must be indicated in the
“EXTERNAL STATUS” part of the form; refer to (PM-CIT-03) CIT Inventory Movement.
4.4 If the issue involves setting up a computer, refer to (SD-CIT-001) CIT Computer Setup and Installation for
the standard process on installing computers. The responsible CIT must generate a (F-CIT-007) CIT
Workstation Checklist to ensure that steps in setting up a workstation is compliant to corporate standard.

NOTE 5:

5.1 The assigned CIT will then review the results and generate recommendations on the work done which will
be logged in the (F-CIT-001) CIT Work Order. Items will be identified as ACTIVE, OUT OF SERVICE, or
SCRAP.
5.2 For any inventory movement required for the items, refer to (PM-CIT-03) CIT Inventory Movement, such
as generated (F-CIT-002b) CIT Inventory Issuance for items returned to end-users or set for disposal.
Coordinate with the Warehouse department for schedule of deliveries and pickup by sending an email
with the list of outgoing or incoming items.
5.3 The assigned CIT must update the Online monitoring (i.e. Online Work Order Monitoring, Online CIT
Asset Monitoring, and Online RMM Server) and update the CIT Helpdesk Ticket by attaching the updated
(F-CIT-001) CIT Work Order.
5.4 The senior CIT will evaluate the results and recommendations of the assigned CIT for improvement and
further comments. All (F-CIT-007) CIT Workstation Checklists shall be verified by the senior CIT for
correctness. The (F-CIT-001) CIT Work Order will be closed by the senior CIT by signing at the “Closed
By” section, indicating the senior CIT personnel’s name and the date. An electronic copy of the closed (F-
CIT-001) CIT Work Order will be kept in the CIT File Server, replacing previous version, using the same
filename format indicated in Note 3.8 of this procedure.

This is a controlled document and must not be printed, photocopied or brought out of the company without prior permission from the
EVP-COO and/ or IMR QSHE.
 Document No. PM-CIT-02

Section No. 12

Revision No. 3

Effective Date 04/01/2024

Page 7 of 6

PROCEDURES MANUAL

RECORDS GENERATED:

F-CIT-001, CIT Work Order

F-CIT-002a, CIT Inventory Receipt
F-CIT-002b, CIT Inventory Issuance
F-CIT-007, CIT Workstation Checklist
CIT Helpdesk Ticket

REFERENCES:

PM-CIT-03 CIT Inventory Movement

SD-CIT-001 CIT Computer Setup and Installation
CIT File Server
Online CIT Helpdesk
Online CIT Asset Monitoring
Online CIT RMM Server
Online CIT Work Order Monitoring

REVISION HISTORY:

Revision No. /
Revision Changes Author
Effectivity Date
0/ 1. Initial Release Rodolfo C. Lincod Jr.
March 16, 2014
1/ All details are revised. Tonel M. Daclan
March 16, 2017
2/ 1. Changed Procedure Title Tonel M. Daclan
June 29, 2018 2. Insert item 2 in Note 5, incorporating SD-CIT-002
3. Insert item 5 in Note 1, attachment of Helpdesk Ticket
4. Set scope for CIT Work Order generation in Note 3
5. Revision of e-mail format
6. Changing of Job Point Table reference to relative
7. Procedure and item clarification
8. Correction of records and references

3/ 1. Major revision of all Notes and Process Flow Mark Clifford L. Gardiola
April 1, 2024 2. Altered CIT Helpdesk – Online Tonel M. Daclan
3. Added Online monitoring (i.e., Online CIT Asset
Monitoring, Online CIT Work Order Monitoring, Online
RMM Server, and CIT File Server)
4. Removed F-CIT-004 CIT Computer Spec Checklist
5. Corrected records and references.
6. Removal of the Charging procedure and related
documents/interfaces.

This is a controlled document and must not be printed, photocopied or brought out of the company without prior permission from the
EVP-COO and/ or IMR QSHE.