Self-help and user-retrieved information

• User can follow documents and video provided in I.T. help desk portal https://sesrcp.in/ESS/it/
• Users retrieve support information from web and mobile pages or apps, including FAQs, detailed product and technical information, blog posts, manuals, and search functions.
• Users also use apps to access service catalogues where they can request and receive services without involving the IT staff.
• Email, web forms, and social contact methods such as Twitter, LinkedIn, etc., are used to send questions and requests to upper support tiers or company personnel.

Self Help

• Users can reach Hardware Engineer/Computer Teacher /Network Administrator/ Lab Assistants appointed for your school/college
• Support for basic customer issues such as solving usage problems and fulfilling service desk requests that need IT involvement.
• If no solution is available, tier 1 personnel escalate incidents to a higher tier.

Mr. Fanindra Sonar (Tech Support Engineer) Mobile : 8208633431 , email : tech.support2@shirpur.org

• Software Developer will access the problem resolution or new feature creation.
• Tier 3 technicians attempt to duplicate problems and define root causes, using product designs, code, or specifications.
• Once a cause is identified, the organization decides whether to create a new fix, depending on the cause of the problem.

• Contracted support for items provided by but not directly serviced by the organization, including network support, software support, machine maintenance and other outsourced services.
• Problems or requests are forwarded to tier 4 support and monitored by the organization for implementation.