Technical Infrastructure

Management (TIM) Services and

Support

Company Confidential | Copyright © 2023, Tech Mahindra. All rights reserved. 1

Table of Contents

Contents
1. Purpose .......................................................................................................................................... 3
2. TIM CSD Overview and Contact Details ........................................................................................ 3
3. LIVE Chat Support .......................................................................................................................... 4
4. TIM ATOM (AI Based Chatbot) ...................................................................................................... 4
5. Want to know more about TIM – Readout, FAQ and useful links ......................................... 5
6. Access the webmail ....................................................................................................................... 5
Disclaimer .............................................................................................................................................. 6
Thank You ............................................................................................................................................... 7

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Company Confidential | Copyright © 2023, Tech Mahindra. All rights reserved.
1. Purpose

The purpose of this document is to provide information to TechM new joiners about
Technical Infrastructure Management (TIM) services and support. TIM department
provides a wide range of IT services to its TechM associates including desktops/laptop
support, Email & Collaboration tool support, authentication, TechM VPN access, Anti-
Virus support etc.

2. TIM CSD Overview and Contact Details

TIM Central Service Desk is the single point of contact (SPOC) in the Tech Mahindra IT
Environment for all infrastructure and application related Incidents and Service
Requests within a 24 x 7 x 365 service coverage window. TIM CSD is responsible for
providing first level support and coordinates with various domain technical support
team – Network, Firewall, Corporate Voice, Mail & Messaging, UNIX, etc. within Tech
Mahindra Technical Infrastructure Management (TIM).

TIM Contact Details

Tech M Offices 7799
India (+91) 20 6726 1818
Americas (US, Canada etc.) (+1) 844 846 4357
UK +(44) 190 855 3500
Australia (+61) 180 089 3491
Belgium (+32) 289 102 04
Hungary (+36) 199 972 08
Mexico (+52) 332 992 3472
Germany (+49) 341 697 897 39
Netherlands (+31) 207 956 599
Email ID TimServiceDesk@techmahindra.com
TIM Escalation Matrix TIM :: Document (techmahindra.com)

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Company Confidential | Copyright © 2023, Tech Mahindra. All rights reserved.
 Support Hours Channel Wise:

Support Channel Support Hours

(Global)
Voice Calls
HelpNxt.Now Support Tickets
24X7
Email Support
Live Chat Support

3. LIVE Chat Support

Live Chat is an interactive customer support offering solutions for faster resolution.
It’s a proactive and intuitive platform for communication, which lowers the demand
for phone support.
Use the below URL and click on ‘Chat icon’ at the bottom right corner.
Link - Home Page - Service Portal (techmahindra.com)

4. TIM ATOM (AI Based Chatbot)

ATOM is an artificial Intelligence (AI) based Automation BOT which is available through the
following channels.

 On Microsoft Teams search ATOM in Apps and start chatting with the Bot
 If you have Skype for Business (SFB) (sip:atom@techmahindra.com)
 TWINGO (https://twingo.techmahindra.com), Bottom right corner of home page.
 TIM Portal (https://tim.techmahindra.com), Bottom right corner of home page.
 mEasy mobile App. (iOS/ Android), Search for ATOM

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Company Confidential | Copyright © 2023, Tech Mahindra. All rights reserved.
5. Want to know more about TIM – Readout, FAQ and
useful links
TIM: FAQ (techmahindra.com)
TIM: Useful links (techmahindra.com)

Click on below category to access “TIM Service Catalogue” as shown in snapshot.

TIM Service Catalogue.xls (techmahindra.com)

6. Access the webmail

Users URL
Microsoft Office 365 https://www.office.com/
https://mail.google.com/a/techmahindra.com
(Please access in Chrome Browser)
This will take you to authentication page on
BPO/BSG
TechM Azure AD, where you need to enter
your LanID@Techmahindra.com, latest
password (and MFA if prompted)

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Company Confidential | Copyright © 2023, Tech Mahindra. All rights reserved.
Disclaimer

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Company Confidential | Copyright © 2023, Tech Mahindra. All rights reserved.
Thank You
Visit us at techmahindra.com

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Company Confidential | Copyright © 2023, Tech Mahindra. All rights reserved.