Ensure that all requests are properly logged and categorised, tracked, followed up end-to-end, resolved, and closed.
Build and maintain a knowledge base (with solutions) that consists of the relevant documents such as updated FAQs, case studies, processes and procedures.
Attend to Authority/users’ calls and emails, analyse and resolve the requests over the phone or email where applicable.
The Supplier shall use the FAQs to identify the cause of the problems and provide speedy responses.
The Authority may from time to time request the Supplier to locate specific type of request logged by specific users, or to extract information to support audit queries.
Dissemination of information related to the systems e.g. system downtime, user communications, software-provisioning instructions and system enhancement.
Provide a Helpdesk Queries Analysis Report that categorises and trends the queries.
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