CNG TY C PHN TIN HC VIN THNG HNG KHNG

QUY NH
S T CHC, CHC NNG NHIM V
PHNG DCH V KHCH HNG

M S : QTCNV-01/DVKH
LN BAN HNH : 01
NGY BAN HNH : 01/01/2012
TRANG :1/7

NGI VIT NGI KIM TRA NGI DUYT

KHC TH V QUANG THNG NGUYN MNH HNG

NHNG THAY I C

Ngy thng Ni dung thay i Ln ban hnh

01/01/2012 Ban hnh ln u 01

 QUY NH M s:QTCNV-01/DVKH
STC-CNNV PHNG DCH V Ln ban hnh: 01
KHCH HNG Ngy: 01/01/2012
H T QUN L CHT LNG THEO TIU CHUN QUC T ISO 9001:2008 Trang: 2 / 7

I. MC CH
Quy nh c th chc nng nhim v phng, chc nng nhi++m v c th ca tng
cn b, nhn vin trong phng nhm nng cao trch nhim v hiu qu cng vic.

II. NI DUNG
1. S t chc

2. Chc nng, nhim v ca phng Dch v khch hng:

- T chc thc hin cc nhim v c Lnh o Cng ty giao;
- m bo qun l v cung cp dch v h tr khch hng qua tng i v h thng
in thoi nng; L u mi tip nhn thng tin h tr khch hng nhm m bo cho
cc h thng hot ng theo ng yu cu cht lng ca cng ty v khch hng;
- Vn hnh khai thc v bo tr cc h thng c giao, nh gi vic bo tr, bo
hnh ca cc i tc lin quan; Tip nhn v a vo vn hnh khai thc cc h thng do
Cng ty giao;
- Tham gia xy dng, trin khai p dng tun th v lin tc ci tin h thng quy
trnh hot ng trong phm vi c giao; Tham gia t chc, xy dng, pht trin v ci
tin cng vic c lin quan ph hp vi k nng, cng ngh trong phm vi phng qun
l. xut cc gii php v t chc, qun l trong cng tc chuyn mn ca phng vi
lnh o cp trn;
- Qun l v s dng cc phng tin, trang thit b c giao;
- Thit lp, duy tr, pht trin quan h khch hng i tc phc v nhim v c
giao.
 QUY NH M s:QTCNV-01/DVKH
STC-CNNV PHNG DCH V Ln ban hnh: 01
KHCH HNG Ngy: 01/01/2012
H T QUN L CHT LNG THEO TIU CHUN QUC T ISO 9001:2008 Trang: 3 / 7

3. Chc nng nhim v ca t chuyn mn nghip v (T H tr trc tuyn, m

bo tin hc, m bo thng tin)
3.1. T H tr trc tuyn:
o L u mi tip nhn v phn hi thng tin dch v khch hng qua cc knh
thng tin nh: qua cuc gi thoi, qua h thng e-mail, message, trc tip ;
o Phn tch, phn loi cng vic; Chuyn, phn cng ti b phn chc nng khc
nh : T m bo dch v tin hc, T m bo dch v thng tin ;
o H tr trc tuyn khch hng t xa (cc c quan n v trong nc, cc VPCN
Nc ngoi ); h tr t xa ci t cc phn mm ng dng hoc hng dn s
dng cc h thng, chng trnh nh : RAS, GAS, ; H tr ngi s dng u
cui (end-user) e-mail , anti-virus ;
o T chc trc tng i VNA ti GLM, trc k thut 24x7 ti tr s AITS;
o Tng hp, bo co Lnh o cp trn theo chc nng cng vic.
o Phi hp vi cc b phn khc trin khai cc d n v cc cng vic c cp trn
giao; Xy dng, b sung, qun l ti liu h thng lin quan;
o Qun l, s dng ti sn, trang thit b, cng c lao ng theo qui nh Cng ty;
o Cc nhim v khc theo chc nng nhim v Phng dch v khch hng v yu
cu Lnh o cp trn.

3.2. T m bo tin hc
o Tip nhn thng tin yu cu dch v t T H tr trc tuyn v trc tip gii quyt
nhim v chuyn mn lin quan nh:
- My tnh cc loi ( bn, xch tay);
- My in cc loi;
- My Scanner;
- Cc thit b ngoi vi khc;
o Kt thc cng vic, phn hi thng tin v T H tr trc tuyn;
o Bo tr, bo dng trang thit b trong lnh vc chuyn mn c giao;Trc k
thut, khc phc s c k thut;
o Phi hp vi cc b phn khc trin khai cc d n v cc cng vic c cp trn
giao; Xy dng, b sung, qun l ti liu h thng lin quan;
o Qun l, pht trin dch v trong lnh vc chuyn mn c giao; Qun l, s
dng ti sn, trang thit b, cng c lao ng theo qui nh Cng ty;
o Cc nhim v khc theo chc nng nhim v ca Phng dch v khch hng v
yu cu Lnh o cp trn.
 QUY NH M s:QTCNV-01/DVKH
STC-CNNV PHNG DCH V Ln ban hnh: 01
KHCH HNG Ngy: 01/01/2012
H T QUN L CHT LNG THEO TIU CHUN QUC T ISO 9001:2008 Trang: 4 / 7

3.3. T m bo thng tin

o Tip nhn thng tin yu cu dch v t T H tr trc tuyn; Trc tip gii quyt
nhim v chuyn mn lin quan nh:
- Mng cp thoi trc, tp im trung tm (MDF, IDF);
- Dy my, im kt ni mng Thoi, FAX;
- Thit b vn phng a nng;
- Mng cp (UTP, cp quang), t thit b, im kt ni mng my tnh;
o Kt thc cng vic, phn hi thng tin v T H tr trc tuyn;
o Bo tr, bo dng trang thit b trong lnh vc chuyn mn c giao; Trc k
thut, khc phc s c k thut;
o Phi hp vi cc b phn khc trin khai cc d n v cc cng vic c cp trn
giao; Xy dng, b sung, qun l ti liu h thng lin quan;
o Qun l, pht trin dch v trong lnh vc chuyn mn c giao; Qun l, s
dng ti sn, trang thit b, cng c lao ng theo qui nh Cng ty;
o Cc nhim v khc theo chc nng nhim v ca Phng dch v khch hng v
yu cu Lnh o cp trn.

4. Chc nng nhim v quyn hn cc v tr:

4.1. Chc nng, nhim v, quyn hn ca trng phng:
- T chc, phn cng nhim v v trin khai cng vic theo chc nng ca Phng;
- C quyn phn cng, iu hnh cng vic cho nhn s thuc phng, ph duyt cc cng
vic thuc phm vi c giao theo phn cng phn cp;
- Hun luyn, o to nhn vin trong lnh vc chuyn mn qun l;
- Thc hin cc cng vic khc theo s phn cng ca Lnh o Cng ty.
Yu cu v tr:
- Hc vn: Tt nghip i hc.
- Kinh nghim: C kinh nghim qun l 4 nm.
- K nng : K nng qun l, thuyt trnh, o to, s dng thnh tho tin hc vn phng.
- Yu cu khc: u tin chng ch ngoi ng ph hp cng tc chuyn mn c giao
(ting Anh, ting Php ...)

4.2 Chc nng, nhim v, quyn hn ca ph trng phng

- Gip Trng phng iu hnh cng vic theo s phn cng.
- C quyn phn cng, iu hnh ph duyt cc cng vic thuc phm vi c giao theo
phn cng phn cp;
- Hun luyn, o to nhn vin trong lnh vc chuyn mn qun l;
 QUY NH M s:QTCNV-01/DVKH
STC-CNNV PHNG DCH V Ln ban hnh: 01
KHCH HNG Ngy: 01/01/2012
H T QUN L CHT LNG THEO TIU CHUN QUC T ISO 9001:2008 Trang: 5 / 7

- Thay mt trng phng iu hnh hot ng ca phng khi c y quyn.

Yu cu v tr:
- Hc vn: Tt nghip i hc.
- Kinh nghim: C kinh nghim qun l 3 nm.
- K nng : K nng qun l, thuyt trnh, o to, s dng thnh tho tin hc vn phng.
- Yu cu khc: u tin chng ch ngoi ng ph hp cng tc chuyn mn c giao
(ting Anh, ting Php ...)

4.3 Chc nng, nhim v, quyn hn ca v tr t trng.

- Qun l, iu hnh, thc hin nhim v ca t chuyn mn v chu trch nhim trc
lnh o phng, lnh o Cng ty v vic thc hin nhim v c giao.
- Phi hp gim st, kim tra, bo co vic thc hin cc quyt nh, ch o ca cp trn
v nhim v chuyn mn ca t.
- Tham gia nh gi kt qu thc hin cng vic v xut lng, quyn li ca cc nhn
vin di quyn trn c s tun th cc quy nh chung ca Cng ty;
- Hun luyn, o to nhn vin trong lnh vc chuyn mn qun l;
- Qun l, s dng, chu trch nhim v ti sn, cng c, dng c c giao ng mc
ch, m bo hiu qu theo chc nng nhim v ca t chuyn mn.
4.3.1 Nhim v ca t trng h tr trc tuyn (HTTT):
- Thc hin cc chc nng, nhim v, quyn hn chung ca t trng chuyn mn.
- Trc tip thc hin nhim v chuyn mn c th ca t HTTT.
- Cc nhim v khc theo chc nng nhim v ca n v, nh: Phn cng trc 24/7, lp
v gi bo co nh k (tun, thng) theo quy nh v bo co t xut theo yu cu ca
lnh o.
4.3.2 Nhim v ca t trng m bo tin hc (BTH) v t trng m bo thng tin
(BTT):
- Thc hin cc chc nng nhim v quyn hn chung ca t trng chuyn mn.
- H tr nhn vin v trc tip thc hin nhim v chuyn mn c th ca t BTH, t
BTT.
- Lp v gi bo co chuyn mn (bo co bo tr, bo co nh k) theo quy nh v bo
co t xut theo yu cu ca lnh o.
Yu cu v tr:
- Hc vn: Tt nghip i hc chuyn nghnh ph hp v tr cng tc (in t, cng ngh
thng tin, vin thng ... )
- K nng: K nng thuyt trnh, o to. S dng thnh tho tin hc vn phng.
- Kinh nghim: Ti thiu 2 nm trong lnh vc chuyn mn lin quan.
 QUY NH M s:QTCNV-01/DVKH
STC-CNNV PHNG DCH V Ln ban hnh: 01
KHCH HNG Ngy: 01/01/2012
H T QUN L CHT LNG THEO TIU CHUN QUC T ISO 9001:2008 Trang: 6 / 7

- Ngoi ng: u tin chng ch ngoi ng ph hp cng tc chuyn mn c giao (ting

Anh, ting Php ...)
- Yu cu khc: K nng giao tip, din t trnh by v son tho vn bn, cc phn
mm lin quan.

4.4 Chc nng nhim v v tr nhn vin chuyn mn nghip v

4.4.1 Nhn vin h tr trc tuyn (NVHTTT)
- Tip nhn cc yu cu h tr t khch hng, h thng qun l (SPD) v lnh o n v
- H tr trc tip cho khch hng v cc s c i vi thit b u cui, tin hc vn
phng, cc phn mm ng dng khc c phn cng.
- Chuyn cc yu cu h tr ca khch hng n cc b phn chuyn mn lin quan.
- Gim st theo di, nh gi qu trnh thc hin cng vic.
- Qun l, s dng, chu trch nhim v ti sn, cng c, dng c c giao ng mc
ch, m bo hiu qu theo chc nng nhim v c phn cng.
- Cc nhim v khc theo chc nng nhim v ca n v.
- Yu cu v tr:
+ Hc vn: Tt nghip Cao ng tr ln.
+ Ngoi ng: u tin chng ch ngoi ng ph hp cng tc chuyn mn c giao
(ting Anh , ting Php ...)
+ K nng: Ging ni chun, khng ngng, truyn cm, c k nng giao tip khch
hng (trc tip v gin tip).
+ Kinh nghim: Khng p dng.
+ Yu cu khc: S dng thnh tho tin hc vn phng, cc phn mm lin quan. C
kh nng kim ch cm xc khi tip xc khch hng.
4.4.2 Nhn vin m bo tin hc (NVBTH):
- m bo hot ng (kim tra, phn loi li, sa cha, thay th, ci t cc phn mm h
thng) v bo tr cc thit b tin hc bao gm my tnh, my in, my Scaner, cc thit b
ngoi vi khc theo phn nhim.
- H tr khch hng s dng cc thit b lin quan.
- Thit k, lp, qun l v cp nht h s thit b, h thng c giao.
- Phi hp vi cc b phn lin quan lp t mi cc thit b tin hc.
- Qun l, s dng, chu trch nhim v ti sn, cng c, dng c c giao ng mc
ch, m bo hiu qu theo chc nng nhim v c phn cng.
- Cc nhim v khc theo chc nng nhim v ca n v.
- Yu cu v tr:
+ Hc vn: Tt nghip trung cp, cao ng tr ln ph hp v tr cng tc (chuyn
ngnh in t, CNTT, Vin thng).
 QUY NH M s:QTCNV-01/DVKH
STC-CNNV PHNG DCH V Ln ban hnh: 01
KHCH HNG Ngy: 01/01/2012
H T QUN L CHT LNG THEO TIU CHUN QUC T ISO 9001:2008 Trang: 7 / 7

+ K nng: K nng lm vic nhm, giao tip ng x tt.

+ Kinh nghim: Ti thiu 1 nm trong lnh vc chuyn mn lin quan.
+ Ngoi ng: u tin chng ch ngoi ng ph hp cng tc chuyn mn c giao
(ting Anh, ting Php ...)
+ Yu cu khc: S dng thnh tho tin hc vn phng, cc phn mm lin quan.
4.4.3 Nhn vin m bo thng tin (NVBTT):
- m bo hot ng (kim tra, phn loi li, sa cha, thay th) v bo tr dy my, tn
hiu mng LAN, thoi, fax theo phn nhim.
- Thit k, lp, qun l v cp nht h s thit b, h thng c giao.
- H tr khch hng s dng cc thit b lin quan.
- Phi hp vi cc b phn lin quan lp t mi cc mng LAN, mng thoi, fax.
- Qun l, s dng, chu trch nhim v ti sn, cng c, dng c c giao ng mc
ch, m bo hiu qu theo chc nng nhim v c phn cng.
- Cc nhim v khc theo chc nng nhim v ca n v.
- Yu cu v tr:
+ Hc vn: Tt nghip trung cp, cao ng tr ln ph hp v tr cng tc (chuyn
ngnh in t, CNTT, Vin thng).
+ K nng: K nng lm vic nhm, giao tip ng x tt.
+ Kinh nghim: Ti thiu 1 nm trong lnh vc chuyn mn lin quan.
+ Ngoi ng: u tin chng ch ngoi ng ph hp cng tc chuyn mn c
giao (ting Anh, ting Php, ...)
+ Yu cu khc: S dng thnh tho tin hc vn phng, cc phn mm lin quan.