IT Service Desk.
Reliance Information Technology LLC pocesses a 24 /7 Service Desk facility that acts as the nerve center for any of its support services offered to its clients.
By making use of this facility, Reliance ensures its clients have:
- Dedicated 24/7 support and responses from ITIL certified personnel from diverse IT Verticals.
- Continuous live monitoring and alerts.
- Full-fledged fault logging tool that ensures a necessary communication channel between clients and Reliance.
- Proactive and quicker response times and solutions.
Desktop Support Team: Team of 20 No’s Qualified & Experienced Technicians responsible for issues related to desktops, laptops, and peripherals, such as personal digital assistants. The help desk assigns the desktop team the second-level desk side issues that the first level was not able to solve. They set up and configure computers for new users and are typically responsible for any physical work relating to the computers, such as repairing software or computer hardware issues and moving workstations to another location.
Contact Center: A Contact Center is a centralized office used for the purpose of receiving or transmitting a large volume of requests by telephone. An inbound contact center is operated by our company to administer incoming IT support or information inquiries from consumers.
When issue is log by user via Phone or Email. A unique reference number, also known as a Ticket Number, Issue or Call Log number is created and sent to user via email .which is used to allow the user or help staff to quickly locate, add to or communicate the status of the user’s issue or request.
Ticket Handling: Ticket can have several aspects to them. Each ticket in the system may have an urgency value assigned to it, based on the overall importance of that issue. Low or zero urgency issues are minor and should be resolved as time permits. Other details of issues include the customer experiencing the issue (whether external or internal), date of submission, detailed descriptions of the problem being experienced, attempted solutions or work-around, and other relevant information. As previously noted, each issue maintains a history of each change.
Workflow: An example scenario is presented to demonstrate how a common issue tracking system would work:
A customer service technician receives a telephone call, email, or other communication from a customer about a problem. Some applications provide built-in messaging system and automatic error reporting from exception handling blocks.
1. The technician verifies that the problem is real, and not just perceived. The technician will also ensure that enough information about the problem is obtained from the customer. This information generally includes the environment of the customer, when and how the issue occurs, and all other relevant circumstances.
2. The technician creates the issue in the system, entering all relevant data, as provided by the customer.
3. As work is done on that issue, the system is updated with new data by the technician. Any attempt at fixing the problem should be noted in the issue system. Ticket status most likely will be changed from Open to In Progress.
4. After the issue has been fully addressed, it is marked as resolved in the issue tracking system.
If the problem is not fully resolved, the ticket will be reopened once the technician receives new information from the customer. A Run Book Automation process that implements best practices for these workflows and increases IT personnel effectiveness is becoming very common.
Maintenance: Maintenance services include both hardware maintenance and support services, and network software maintenance and support services.
Hardware maintenance and support services are preventive and remedial services that physically repair or optimize hardware, including contract maintenance and per-incident repair. Hardware support also includes online and telephone technical troubleshooting and assistance for setup, and all fee-based hardware warranty upgrades.
Sales of all parts are also included, exclusive of parts bundled with maintenance contracts..
Software maintenance and support services include long-term and pay-as-you-go (incident-based) support contracts. Software support contracts include remote troubleshooting and support provided via the telephone and online channels, as well as installation assistance and basic usability assistance. In some cases, software support services may include new product installation services, installation of product updates, migrations for major releases of software and other types of proactive or reactive on-site services. Software products and technologies covered under this category include operating systems and infrastructure software. Software support services do not include the purchase of subscriptions that provide entitlement and rights to use future minor versions (point releases) or future major releases of software.
Other teams: Telecom team that is responsible for telephone infrastructure such as EPABX, voicemail, VOIP, telephone sets, modems, and fax machines. They are responsible for configuring and moving telephone numbers, voicemail setup and configuration, having been assigned these types of issues by the help desk.
Companies with custom application software may also have an applications team who are responsible for the development of in-house software. The help desk may assign to the applications team such problems as finding software bugs. Requests for new features or information about the capabilities of in-house software that come through the help desk are also assigned to applications groups.
Desktop service Technicians are spread across UAE to support Group Companies without any delay in services for the business. The help desk staff and supporting IT staff may not all work from the same location. With remote access applications, technicians are able to solve many help desk issues from another work location or their home office. While there is still a need for on-site support to effectively collaborate on some issues, remote support provides greater flexibility.
SOC (Security operations center): SOC is a location where enterprise information systems (web sites, applications, databases, data centers and servers, networks, desktops and other endpoints) are monitored, assessed, and defended.
A SOC is the people, processes and technologies involved in providing situational awareness through the detection, containment, and remediation of IT threats. A SOC manages incidents for the enterprise, ensuring they are properly identified, analyzed, communicated, actioned/defended, investigated and reported. The SOC also monitors applications to identify a possible cyber-attack or intrusion (event) and determine if it is a real, malicious threat (incident), and if it could have a business impact.
SOCs typically are based around a security information and event management (SIEM) system which aggregates and correlates data from security feeds such as network discovery and vulnerability assessment systems; governance, risk and compliance (GRC) systems; web site assessment and monitoring systems, application and database scanners; penetration testing tools; intrusion detection systems (IDS); intrusion prevention system (IPS); log management systems; network behavior analysis and denial of service monitoring; wireless intrusion prevention system; firewalls, enterprise antivirus and unified threat management (UTM). The SIEM technology creates a “single pane of glass” for the security analysts to monitor the enterprise.