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Al Yousuf Computers Service Centers
The technical support division (TSD) of the computers and networking division consists of two division heads based each in Dubai and Abu Dhabi who foresee the entire support operations. Currently we have a well established service centers in both the emirates whose major activities include both onsite and carry in support.
Our major customers as we mentioned earlier are several ministries, educational institutions, Private sectors, Multi nationals and oil industries. In order to cater to the wide range of customers the engineers travel to every nook and corner of the emirates when an onsite support is warranted. Highlighting the point here is the maintenance and warranty support to Ministry of education where in Al Yousuf provides supports to all the schools in all the emirates. Maintenance contract warrant periodic maintenance done on all the computers, printers, scanners etc on site. There by our engineers are always on the fly through out the emirates.
Nature of Call Management
The whole process of a support systems is further explained in the below columns to provide an in-depth knowledge of the way a call is handled when lodged up to its closure.
Our division has classified the nature of calls into different categories:
- Periodic Maintenance - This includes annual maintenance where in we have defined the time duration for the maintenance to be carried out. This maintenance gets approved from the concerned clients so that unnecessary down time is avoided. An engineer is given a schedule for the maintenance to be carried out every month.
- Warranty support Calls - these calls are logged by the clients either by phone or fax or by email and the necessary steps are taken to complete the call in the minimum time
- Carry in Calls - Here the customer usually gets his defective unit for repairs to our service center.
A warranty call and a carry in call are logged in a similar manner. Whenever a client calls Al Yousuf computers we have a dedicated call co coordinator who receives these calls. He proceeds to get the basic details of the nature of the complaint the customer details the system details the warranty information etc and then proceeds to make a technical activity report. He fills in the report about the nature of the call and then passes it over to the respective in charge. The in charge then judging the situation and the necessity either gets back to the customer for more details or assigns the call to the engineer. The engineer then gets necessary parts needed to close the call and proceeds to the client. The time interval taken during this process depends on the service agreement with the client, the importance of the down time the nature of call etc.
Once the engineer is on field he completes the call in the most efficient manner and closes the call there by mentioning the complete details as to what step has been taken in order to solve the issue. He then gets the customers approval on the same technical activity report and gets back to the service center.
The in charge analyses the activity report and takes action if necessary else closes the call with his approval and passes it on to the coordinator who in turn closes the call from the database and files the technical activity report in its folder.
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