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The Wipro desktop support team, lead by a Program
Manager, is located onsite and works in two shifts.
We have set up a help desk to receive, track and
close all support calls from the traders on the
trading floor. The help desk tool used is Remedy.
This help desk is the single point of contact
for all support needs of the traders – installation,
configuration, troubleshooting, procurement of
IT assets, etc. A well defined documented process
has been established for the support operations.
The deliverables are measured and reported on
a weekly basis against the agreed SLAs. The performance
data are analyzed and actions to improve our performance
are worked out and reviewed with the customer.
This has resulted in reduction in the number of
calls, improvement in the response / resolution
time.
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