1.Ticket System Support:
- This category is for providing support related to the IT ticketing system itself. It includes assistance with using the ticketing system, resolving technical issues or errors, and answering questions about its functionalities.
2. Amazon Connect:
- Amazon Connect is a cloud-based contact center service by Amazon Web Services (AWS). This category involves support for Amazon Connect, including setup, configuration, troubleshooting, and usage guidance.
3. Recordings Request:
- This category is for requests related to accessing or obtaining call recordings made through a communication system like Amazon Connect. It may involve retrieving specific recordings, accessing recording archives, or troubleshooting recording-related issues.
4.System Support (Desktop/Laptop):
- System support for desktops and laptops involves assisting users with hardware and software issues on their personal computers. It includes troubleshooting hardware problems, resolving software glitches, and providing general technical assistance.
5. Cyber Security:
- Cybersecurity support involves addressing concerns related to cybersecurity threats, vulnerabilities, and best practices. It includes identifying and mitigating security risks, implementing security measures, and providing guidance on cybersecurity protocols.
6. Office 365 Support (Email or Excel, Word, OneDrive):
- This category provides support for Microsoft Office 365 applications, including email (Outlook), Excel, Word, and OneDrive. It involves troubleshooting issues, configuring settings, and assisting users with using Office 365 tools effectively.
7. Portal Issues (ERP or CRM Group):
- Portal support for ERP (Enterprise Resource Planning) or CRM (Customer Relationship Management) systems involves resolving issues related to accessing or using these systems through a web portal interface. It includes troubleshooting login problems, navigation issues, and functional errors.
8. Digital Wholesale Support (Mobile Number):
- This category provides support for digital wholesale services, particularly those involving mobile numbers or telecommunications. It includes assistance with mobile number management, account setup, and resolving service-related issues.
9. Domain or SSL Support:
- Domain or SSL support involves addressing issues or requests related to domain names or SSL certificates. It includes domain registration, SSL certificate installation, configuration, and troubleshooting SSL-related problems.
10. General Enquiries:
- General inquiries refer to non-technical questions or requests for information that do not fit into specific support categories. It includes inquiries about company policies, procedures, services, or other non-technical matters.
11. Lost or Theft Mobile/Device:
- This category involves reporting lost or stolen mobile devices and requesting assistance with security measures or device replacement. It may include tracking lost devices, remotely locking or wiping data, and obtaining replacements.
12. DevOps Support:
- DevOps support involves providing assistance with DevOps practices, tools, and methodologies. It includes continuous integration, deployment automation, infrastructure management, and collaboration between development and operations teams.
13. System Access Provisioning Request:
- This category is for requesting access to specific systems or resources, such as applications, databases, or network drives. It includes granting permissions, creating user accounts, and configuring access rights.
14. Server Support:
- Server support involves addressing issues related to server infrastructure, including hardware maintenance, software configuration, and troubleshooting server-related problems. It includes ensuring server availability, performance optimization, and security.
15. Work From Home Support:
- This category provides support for employees working remotely. It includes assistance with remote access, connectivity issues, collaboration tools, and troubleshooting work-from-home-related problems.
16. VPN/Proxy Support:
- VPN/Proxy support involves setting up, configuring, and troubleshooting virtual private networks (VPNs) or proxy servers. It includes ensuring secure remote access, resolving connectivity issues, and configuring VPN/proxy settings.
17. Network Support (Office):
- Network support for office environments involves troubleshooting network infrastructure, including routers, switches, and access points. It includes ensuring network connectivity, resolving network-related issues, and optimizing network performance.
18. Websites Enquiries:
- Website inquiries involve addressing questions or requests related to company websites. It includes inquiries about website functionality, content management, navigation, and technical issues.
19. New Joinee Access Request & Accessories:
- This category is for requesting access to systems or resources for new employees, as well as requesting any necessary accessories or equipment. It includes setting up user accounts, providing access permissions, and provisioning equipment.
20. Access Disable/Removal Request:
- This category involves requesting the removal or disabling of access to systems or resources for employees who are leaving the organization or no longer require access. It includes revoking access permissions, disabling user accounts, and ensuring data security.
21. Software Requirements:
- Software requirements refer to requests for new software installations or upgrades. It includes identifying software needs, evaluating options, and coordinating software deployments.
22. Software Troubleshoot, Amendments:
- This category involves troubleshooting software issues or requesting amendments to existing software configurations or functionalities. It includes diagnosing software problems, resolving errors, and implementing changes or updates.
