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RHD Operational Procedure Management Services Wing
 
MIS and Estates
 
OP/ME/1.4 - Operation of Help Desk and Equipment Database
 
Purpose and Scope :

This procedure covers the operation of the Help Desk and the Equipment database.

The purpose of this procedure is to ensure that the help desk for computer users is established and operated in RHD in a controlled manner with an up-to-date equipment database. This will ensure a smooth service for the RHD's MIS users and a complete register of all work and MIS assets is maintained.
 
Definitions :

The Equipment Database - is a database containing information about all computer hardware, software and network equipment. The hardware and software is registered upon delivery, in and out of store, installation to user, repair, upgrade and disposed. The database is maintained by the Circle as well as the Software and Hardware Divisions.
 
Responsibility :

The Superintending Engineer - will ensure that this procedure is implemented consistent with MIS circle's procurement procedure (ME/1.3), and the development, update and development of software (ME/3.1), hardware (ME/2.1) and network and communications systems (ME/2.2).

The System Analyst - is responsible for ensuring the equipment database is reviewed and updated daily (as required) to carry out assistance for reported problems that require specialist software and internet skills. S/he shall ensure the personnel in his/her division promptly respond to problems which falls under their responsibility.

The Executive Computer Maintenance Engineer - is responsible to ensure the equipment database is reviewed daily (as required) to carry out assistance for reported problems that require specialist hardware and/or network skills. S/he shall ensure the personnel in his/her division promptly respond to problems, which falls under their responsibility.

The Assistant Engineer - MIS & Estates Circle - is responsible for the day-to-day operation of the help desk. S/he shall ensure the help line is constantly manned in working hours, that problems reported by email or fax are reviewed daily, and all reported problems are logged in the equipment database. S/he is responsible for categorizing and identifying each problem, and to issue a job card. For jobs that require specialist skills, s/he shall mark the problem in the database with skills required.

All MIS personnel - have a responsibility to carry out work in accordance with this procedure: particularly when giving advice or solving problems reported, they have responsibility to update the database after the job is completed.
 
Method :

4.1 HELP DESK ESTABLISHED AND MANAGED

The MIS circle should establish a help-desk to establish a single point of contact and one-stop-stop for responding to RHD computer complaints, problems and requests. This needs to be supported by clear communication lines for staff coordination in the MIS circle. The equipment database is an important tool for tracking faults improvements and the status of RHD MIS equipment.
1 Some requests/faults received will require upgrade/new equipment or software. This should be received in accordance with ICT guidelines, and MIS plan and budget.
2 Some requests/faults may, identify a need for user training. This should be co-ordinated with the Training & HRD circle.
3 Most requests will require intervention by the MIS team. Depending on the problem, this may be resolved directly by the Assistant Engineer responsible for the help-desk or will need to be transferred to the relevant MIS division: software or hardware/network division.

4.2 PROBLEMS RESOLVED

The first step to resolving the problem is to decide if physical assistance is needed:
1 If not then advise and on-line help should be given. If this does not resolve the problem then the problem should be transferred to the relevant MIS division to be sorted out.
2 If physical assistance is needed this should be investigated. There are then three possibilities:
i) If immediate fixing is possible but no spare parts are required the problem should be transferred to the relevant MIS division to go and fix the hardware/system/software as required.
ii) If the problem can be fixed straight away but parts are required the user should be informed and parts procured and installed (see ME/1.3) by the relevant MIS division.
iii) If the problem cannot be resolved straight away then the user should be informed and the relevant division should identify parts/replacement/repair required, receive approval as required and procure and install (see ME/1.3).

4.3 UPDATE EQUIPMENT DATABASE AND MONITOR DAILY

Whenever equipment has been repaired, had new parts, software update etc. or replaced the equipment database should be updated. This allows the latest situation of RHD MIS assets to be known and the status of MIS problems to be maintained on a daily basis. This will also allow regular or repeated problems with the same computer/equipment etc. to be identified.
 
References :

Equipment Database User Manual (to be developed).
 
Procedure Flowchart :

 


 


 

 

For duties associated with each grade of personnel see

 

Updated on : 1/1/2004

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