■Overview on English Helpdesk
Our Indian partner company,Inooga Business Consulting Pvt.Ltd.which is situated in Hyderabad, India offers the English helpdesk services.
The person in charge of helpdesk is not merely a telephone operator. Consultant who visited the client's place along with LBC consultant at the time of implementation and who is in charge of implementation handles the phone calls. .
He will be in a position to thoroughly understand the specifications of the client and know the basics of face to face communication. In this way, it will be possible to explain it in brief and provide advice. Further, being a consultant, the person in charge of helpdesk shall also handle his responsibilities as IT developer. In this way, he handles his duties like changes in the system setup, add/modify queries, add on developments etc. apart from helpdesk activities at one stop.
In this way, it will be highly effective.

Further, the team comprises of 2 members for each company, one member being the key person and the other person as his backup. In this way, there will be no problem of absence.

■Working days and working timings
As a rule, the working days and working hours are in accordance with those of the client. Working hours also starts from 9:00 a.m and continue till 17:00p.m as per the client's timings.
In other words, helpdesk services are provided all through 365 days round the clock.

■Services in detail
1．Helpdesk services
The correspondence for the inquiries from the client are handled through telephone, skype, mails, fax etc.
Services are provided while sharing the screen under remote login environment.

2. Onsite support
On-site support is provided to the client at his place as per the client's request.

3. Investigation services
Investigation, particularly, investigation service analysis related to the figures (numbers) areprovided for the system which has been introduced.
In case wrong operation is noticed as a result of this, suggestions are provided to resolve such issues.

4. Changes in system setup
Changes aremade in system setup which has been introduced
In such cases, if it has been introduced in template form, the issue is escalated to LBC if it pertains to global template.
In other words, it means that helpdesk takes care of the specifications for local parts.

5. Modify queries/Addon program
Change in the spec is incorporated in case of queries and addon program which are lready introduced.
Addition of new functions will be taken care of. In such cases, if it has been introduced in template form, the issue is escalated to LBC if it pertains to global template..
In other words, it means that helpdesk solely takes care of the specifications for local parts.

6. Periodic meetings
It is decided along with SLA contract while concluding maintenance contract.
The topics such as monthly meetings, previous month's operation reports and current month's work schedules are covered in this SLA.