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Service Desk Job

The document provides guidance for handling service desk tickets. It outlines that tickets should be created for all issues in the ticket management system and escalated within 15 minutes. It describes first level troubleshooting steps of checking documentation before escalating more advanced issues. It also provides guidance on escalating alerts from monitoring systems. Finally, it includes a detailed breakdown of which production lines and applications different support teams are responsible for handling.

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poorneema ramachandran
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22 views6 pages

Service Desk Job

The document provides guidance for handling service desk tickets. It outlines that tickets should be created for all issues in the ticket management system and escalated within 15 minutes. It describes first level troubleshooting steps of checking documentation before escalating more advanced issues. It also provides guidance on escalating alerts from monitoring systems. Finally, it includes a detailed breakdown of which production lines and applications different support teams are responsible for handling.

Uploaded by

poorneema ramachandran
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Service Desk Job.

1. Manage Engine/Ticket System.


- All issue must have ticket which can be seen at http://itnet. If user didn’t log the ticket
and we can help to create the ticket for them but advise them to log the ticket on their
own in future.
- Guide user to log the ticket if they didn’t know to do it.
- Any incoming ticket or issue must be escalate/assign within 15 minutes to avoid SLA
failed alert.
- If you happen to pick up the issue 1 st and didn’t able to solve it, quickly further escalate
to support engineer make sure it follows the SLA timeline.
- If not sure to escalate the issue to which IT group, you can open the S:\IT\Public\
General\[Documentation] ServiceDesk\application owner file.

2. 1st Level troubleshoot.


- Check on guide/documentation/solution
o Any incoming issue must check on the documentation/solution provided and
can be retrieve in cssfile1\IT\public\general folder or can find in manage engine
resolution.
o Follow only the documentation provided if you happen to have the knowledge
regarding the issue then you can proceed to solve it but need IT engineer advice.

3. Escalation/Support Engineer
- Any advance issue that didn’t have proper guide or documentation you need to escalate
to support engineer.
- Any SQL table update/changes must inform IT engineer team before proceed.

4. Alerts
- Any alerts from Heartbeat system, FW monitoring and emails must be escalated to
relevant teams ASAP with ticket.
Ticket Escalation

MES

Assembly

- Production line involve MLP L/MLP N/ HD 1/ HD 2/ HD 2 Power/ MSU/ CSMO


- Production issue running either in FOL process or EOL process. Mostly factory works
issue.
- Lot step start with “A”

Pre – Assembly

- Production line involve Dice Store/Wafer IQC/Backgrind


- Pre-Production issue using pre-production UI.
- Lot step start with “P” or “B”

Test

- Production line involve BU 1, BU 2, BU 3, BU 4, BU 5 and HD 2 Test


- FW issue using test UI.
- Lot step start with “T”

 Check lot step to determine the issue belong to which team.


 Check on the UI user use to transact lot also can
determine which team going to support the issue.
Refer below for UI using by user.

Assembly UI

Pre- Assembly
UI
Test UI
MES Project/CEMS/Application
- Handle application use by user to setup lot, equipment, date code
- Handle all the errors caused by assembly and preassembly FW
- Handle all the errors caused by CEMS

ERP Support

- Handle all the errors from doccon, FG, shipping, mini store, sales

Reporting

- Handle report issue. Data extraction or history which needs to be extracted from
archive also from several apps like Infohub, carsem reporting, e-portfolio ,e-list, qlik and
online report from FW

FI/CIM

- Handle machine integrated/factory integrated issue include RMS, map, asmap, wafer
map, and much more.

ERP development/Axapta.

- Handle issue from HR, finance, purchasing, general store,

Infra/Network,

- All issue regarding network or server belong to infra team.

Refer below for the application owner.

Application
Application
Owner
Factory Work IT MES
Lotstart IT MES ( Pre-Assemly)
E-CPRN IT MES
MES Web Pro IT MES
CEMS IT MES
AWL IT MES

E-List IT MES Reporting


Info Hub IT MES Reporting
FA IT MES Reporting
Carsem Home Page IT MES Reporting
E-Portfolio IT MES Reporting
EDI/RECPRO IT MES Reporting
TMS tool updater IT FI
Wafermap IT FI
RJM IT FI
SMS System IT FI
MRB IT FI
E-Delegation IT FI
Heartbeat IT FI
Auto Track IT FI
iCalLab IT FI
e-8D IT FI
MMS IT FI
Task Tracker IT FI
FMEA ITFI
   
E-Leave IT ERP Dev
E-Finance IT ERP Dev
E-OT IT ERP Dev
E-Attendance IT ERP Dev
Axapta IT ERP Dev
E-Store IT ERP Dev
Auto MR IT ERP Dev
E-PR IT ERP Dev
Shipping System IT ERP Dev
e-KRA IT ERP Dev
e-CAF IT ERP Dev
MRP(Material Planning) IT ERP Dev
e-Security IT ERP Dev
CER/ MER IT ERP Dev
Forecast IT ERP Dev
   
DLR Inventory IT ERP Support
ESPEC IT ERP Support
Keyfile IT ERP Support
Marking Diagram IT ERP Support
Bond Diagram IT ERP Support
e-Security IT ERP Support
e-Gatepass IT ERP Support
   

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