Customer /Client Helpdesk Request / Complaints Complaint Logging Execution Tech. / HK Sup Assigning Ownership Obtain Feedback Status Feed back from the.

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Presentation transcript:

Customer /Client Helpdesk Request / Complaints Complaint Logging Execution Tech. / HK Sup Assigning Ownership Obtain Feedback Status Feed back from the customer Status Whether Closed or not ? Feed back Request / Complaint Closed Pending Pending Follow-ups Report to AFM / Functional Head Interaction with Customer / Client If Exception Feedback Satisfied Or Not

To attend to requests of Client, customers and self generated A Nodal point for client, ISS employees and others, to get quick attention to their requirements and complaints within specified time frame. Effective communication link connects relevant employees together at a faster speed. Objective

Commitment WE ARE COMMITTED TO MAINTAIN MINIMUM

Mode of contact

Admin Helpdesk receives Request / Complaints through telephone, and Verbal. Admin Helpdesk makes a note in the register, gives complaint number and immediately informs the concerned personnel. In the event of any communication failure, Admin Helpdesk immediately informs to AFM or Facility Manager. Concerned Personnel will attend to the request / complaints and after completion will inform to the Admin Helpdesk. Admin Helpdesk closes the complaint and informs originator and gets feed back for the completed job. If originator is dissatisfied Admin helpdesk escalates to AFM / FM. AFM / Facility Manager meets requester to understand the reason for Dissatisfaction. AFM / FM take necessary actions to avoid recurrence, briefs his team members accordingly and takes up the matter on the same day with client representative. process

If any complaint not closed within one day Admin helpdesk prepares pending report and handover to FM before 8.30 AM next day. Admin Helpdesk to give feedback to the originator about the pending request based on the FM feed Back FM to take up the pending Admin Helpdesk complaints in the Daily Review Meeting and give feed back to Admin helpdesk If a person unable to complete the request and requires support from external agency, he should inform to Admin Helpdesk and AFM/FM. FM assess the probable time Required to organize the external help for Completion of the request. If approval required from client, for extra requirements, then cost implication etc. to be sought. Actions to be initiated as discussed with client representative. Informs the requester about the matter being taken up with external agency and probable time frame required for completion. Follow up with concerned agency or as the case may be till issue is resolved. process

The Following Day the Admin Helpdesk operator produces and give a complete daily report on all request received, Closed and opened including backlog to the AFM / FM. After reviewing Daily Report, same will be forward to Client representative for information. Admin Helpdesk operator verifies with the requestor, closes the Request / Complaints and update records. Admin helpdesk receives a request for conference halls. Admin helpdesk checks for the availability of the conference halls. If available he mails / informs the requester to use the same. If not he contacts the requestor and inform the unavailability and ask any other arrangements he can do for them. If Requestor accepts admin helpdesk will do the same and closes the requester. process

Call Escalation Matrix

reports