NIGHT ELECTRONICS Week 7(18th February 2013 - 22nd February 2013)

Assalamualaimum w.b.t  /hihi

This is my seventh week logbook update for my Summer Placement in Night Electronics.
A new task that was given to me this week is, I need to follow up with the technician whether they have attend jobs that has been assigned under their names and check what is the status for the job. Therefore, for all the job that I have added few days earlier, I need to call and check the status of the job with the technician, and then, it is my duty to write a remark into the system.

Figure shows an example of remark done for each job

All cases that are already solved will be change it status to complete by the technician and it will then be assign back to Helpdesk department for the next step of progress.

Figure shows the complete job that already been update by technician

 Pn Mastura, my Head of Department taught me on how to call technician:

Figure shows an example job that has been added

1. Open the job and check on the progress of the job. Check whether it is still "in progress", "internal repair", or "completed". 
2. Next is to see who is the technician that is responsible for the job is it is still "in progress" or "internal repair"

• Find the technician phone number in the user profile

Figure shows the interface of SETUP

•  Call the technician and asked for the job progress, if it is "internal repair" asked them when it is send back to the office and how long would it take to fix the hardware.
• Lastly update into the system. if it is complete, Helpdesk staff will closed the job, which means that the job is solved and user (customer) are satisfied.

    3.  Once the job is complete, we need to check for the customer SLA on time or not. 

   4 .  If there is no problem with customer SLA, then the job can be closed, else it need to be assign 

         to the hardware department.

Thank you.
/bye

A.S.A.R