Call Handling Procedure
PC-Buy03B
(Acer)
SCOPE:
The purpose of this procedure is to define the process for RMIT to:
⇒ place a service request with Acer;
⇒ Monitor call progress;
⇒ Escalate service requests when a problem is not resolved within agreed service
levels.
Responsibility
Description
RMIT User
1. If RMIT User identifies a problem with their equipment they should
contact the ITS HelpDesk to log a service request.
RMIT ITS
HelpDesk/Support
Officer
2. Reviews RMIT Users’ service request and attempts to resolve it
immediately.
3. Once diagnosed as hardware problem, a call is to be logged with
Leading Solutions. This can be done by logging on to LS Online
website at; http://www.leading.com.au/lsmelonline/ (step 4), or by
calling the Leading Solutions HelpDesk on PH: 9848 8000 (step 6).
4. You will require a login and password to use the Leading Solutions
site.
Username: RMIThelp
Password: RMIThelp
Select ‘Helpdesk’ and then ‘Create New Call’;
5. RMIT IT HelpDesk/Support Officer must provide the following
details:
a. Contact Details;
b. User Details;
c. Address Details;
d. Phone Number;
e. Email Address;
f. Serial Number;
g. Title- Description of Asset
h. Description of Problem
6. IT HelpDesk/Support Officer contacts Leading Solutions
switchboard on 9848 8000 and requests the LS Helpdesk. IT
HelpDesk/Support Officer provides the following details;
a. Contact Details;
b. User Details;
c. Address Details;
d. Phone Number;
e. Email Address;
f. Serial Number;
g. Title- Description of Asset
h. Description of Problem
PC-Buy03B
Originator:
Approving Mgr:
Anne Cameron
Page 1 of 3
Version 1.2
20 August 2008
Call Handling Procedure
PC-Buy03B
(Acer)
Leading Solutions
HelpDesk
7. Directly acknowledges RMIT service request in person, or by
sending e-mail receipt to the provided email address.
8. Provides case/call number for call tracking and escalation as
required by RMIT IT HelpDesk/Support staff.
9. Logs a call with Acer.
10. Once call is logged, checks call details, and manages the call to
ensure Acer response and resolve service level times are met.
Acer Engineer
11. Contacts RMIT IT Support Officer/RMIT User to arrange on-site
attendance within the agreed Next Business Day Response Time.
12. Diagnoses faulty equipment and replaces necessary components.
13. Closes the Warranty Support call with fault resolution details and
advises the RMIT IT HelpDesk/Support Officer.
14. Advises the Leading Solutions HelpDesk of call completion at the
time of completing the work.
Leading Solutions
Help Desk
15. Closes the Warranty Support call with fault resolution details and
advises the RMIT IT HelpDesk/Support Officer.
If scheduled on-site activity cannot be performed within agreed SLA;
Acer Engineer
16. Advises Leading Solutions HelpDesk of an ‘SLA Missed’.
Leading Solutions
HelpDesk
17. Notifies the ITS Contract Manager once a call is expected to miss
the SLA, so that the outcome can be monitored.
18. Escalates the issue with Acer Account Manager.
Acer Account
Manager
PC-Buy03B
Originator:
Approving Mgr:
19. Acer Account Manager initiates internal escalation processes.
Anne Cameron
Page 2 of 3
Version 1.2
20 August 2008
Call Handling Procedure
PC-Buy03B
(Acer)
Contacts:
Title
Name
Contact Numbers
RMIT ITS Contract
Manager
Anne Cameron
anne.cameron@rmit.edu.au
(03) 9925 8787 direct
0425 705 788 mobile
(03) 9925 8966 FAX
Acer Business
Development
Manager
Katrina Fitzgibbon
katrina_fitzgibbon@acer.com.au
(03) 9628 2301 direct
0439 290 807 mobile
(03) 9620 7308 FAX
Leading Solutions
Acer Account
Manager
Victoria Simpson
vsimpson@leading.com.au
(03) 9848 8000
0408 889 503
(03) 9848 9999 FAX
PC-Buy03B
Originator:
Approving Mgr:
Anne Cameron
Page 3 of 3
Version 1.2
20 August 2008