Procedure for HELPDESK @ IT

 The End-user is requested to log his/her complaints for Hardware

regarding PC, Laptops, Printers, Mobiles etc. or for Mobile
Reporting system related Hardware/ SIM/ GPRS etc. to
Helpdesk-Mumbai-IT.

 This can be easily done by filling up a very few information in the

link given on our S & D MIS which almost everybody of us are
using for day to day MIS etc

Link :- http://alembic.co.in/myalembic/sales running 24 * 7.

 If for some reason, you are not able to log complaints through
S&D, such complaints may be done thru email to helpdesk
itmumbai@alembic.co.in, milan.shah@alembic.co.in and for
mobile reporting amit.ghadi@alembic.co.in by giving below
information.

 Your Emp.Code
 AssetNo.of your Laptop
 Service Tag No(for Dell/HP)
 Nature of Problem/Complaint

 Telephones or emails to helpdesk personnel should be done only

in case you are not able to access S&D MIS.

 A Call No./Ticket No. will be assigned to your Call and will be

informed back to you. This is must in order to assign and process
your complaints and also for communications till the closure of
the call.

 Helpdesk shall try and resolve the problems within 24 Hours

subject to the nature of the problem and the total load at
helpdesk.
 If a problem is not resolved, you may escalate the same to the
following persons :

 More than 48 Hrs after logging the Call :

gopali@alembic.co.in
 More than 3 days after logging the Call :
agnaik@alembic.co.in at corporate IT for Hardware related
calls

 Pl. note that Helpdesk shall not be able to take up any request for
new requirements in terms of Hardware, Software, Reports etc.
For new requirements, relevant SOPs needs to be followed.