| Helpdesk phone call support |
|
Answer within 30sec (80% within 30sec) |
| Helpdesk email support |
|
Acknowledge within 4 working hrs (80% within 4 working hrs) |
Helpdesk walk-in support
- 1st Level SMU in-house application support and response
- Troubleshooting basic problems with OS, MS office applications
- Assisted DIY notebook reformatting
- Installation of authorised applications
|
|
Respond to 80% of walk-in within 15 mins |
| Password reset and unlock (via phone) |
|
2 hours (in campus) during working hrs |
|
 |
|
|
