How To Control Computer Managment

Subject: IT Complain Management

Date:

Today Computer offices rely on their office PCs, Internet, local area network and wireless communications for continuous connectivity within the organization and other partners. These technologies need to work properly in order to provide increased operating efficiencies, lower communications costs and ability to implement applications in its optimum capacity. To ensure greatest benefit from PCs and technology, the key complain management points by CDCU are: 1. All requests should be made on telephone to CDCU manager. 2. A priority will be set depending on the urgency of the request and present workload of CDCU for setting the time line of completion of the request. 3. Depending on the nature of the complain CDCU manager will assign the appropriate IT person who would be responsible for the execution of the task. 4. A complain/support slip will be filled up by the IT person (see attached). On completion of the task the user should sign off the complain/support slip. 5. After assessment of the problem, an approximate time required to restore the problem will be communicated by the IT staff to both user and CDCU. Any change in the original request during the process depending on its nature will be considered either as separate request or will extend the communicated time of completion. 6. In case of any severe trouble, the assigned person will request for assistance from the senior staff. Depending on the nature of the problem the system can be brought to CDCU for its maintenance. 7. All requests should be recorded in the IT support log sheet (see attached format) by the assigned IT staff kept at CDCU.

Responsibility: DBM

Approval:

Remarks: See sample spreadsheet for attachment Form:

Rev:

Format: IT Complain/Support Slip IT Complain / Supporting Slip IT Slip filled for

Complain

Support

Date:

Time:

Name with designation: Nature of Complain / Support:

Signature For IT Use Only Complain #

Date

Time

Resolve by Remarks

Signature

Format: IT Complain Log Sheet Central Data Coordination Unit (CDCU) National AIDS Control Program IT Support / Complain log sheet Cmpln#

Date

Time

Name of complainer with Desination

By shahzad Arain http://www.pakdata.net 92-334-9564004 92-334-5307738 [email protected]

Natur of complain

Resolved by

Date

Time

Signature

Remarks