Provide a Single Point of Contact (SPOC) for all IT services 24/7/365, and wherever possible, performing resolution of tickets at first point of contact, such as password reset requests. Determining the severity level to be assigned to tickets at the time they are reported, according to criteria agreed with Saudi Airlines, to accurately reflect the business impact of the ticket 24/7/365 All agents should have good communication and follow-up skills with basic understanding of Saudia IT systems Recording, tracking, and updating ticket information using an integrated, ticket tracking and reporting system (available in SV). Service desk would be responsible for Incident/Request and standard-change management, reporting, tracking, follow-ups, resolution and closure. Dedicated skilled staff to manage/coordinate Major Incidents resolution with concerned support groups until closure Escalate tickets which are going beyond the service levels and user complaints to concerned support group managements and update the user with progress, and perform pending tickets follow ups by holding regular meetings with respective support groups within Saudia-IT based on mutually agreed intervals. Notify the users on any outage that may cause unavailability of a service for the end users. General announcements handling (formatting, spell checks, grammar and circulating) Provide customized reports for Saudia IT-Servicedesk requirements. Collect and maintain up-to-date information on customer contacts, escalation matrix, management contacts, SLA matrix, severity and categorization matrix, critical application list, Knowledge base used by Service Desk, and Frequently Asked Questions Continuous improvement programs to be reviewed every 6 months, and bench-mark with industry-standards. Continuous Customer-satisfaction surveys (incidental/perceptional), and improvement program to increase customer satisfaction and participation percentage. Maintain a call center compliant with ITIL Framework Agents continuous performance monitoring/reporting/corrective actions Continuous service improvements on IT self-service solutions to support the frame work in place, and enforce the users to use available self-service solutions Implement and maintain a self-service IVR for CORP password reset Reflect and maintain the integrity of signed OLAs in eTouCH system for all ticket categories (incidents, requests, and COs) Regular reviews and update of CO work flow tasks to consolidate unnecessary steps and minimize overall resolution time In-order to reduce the contract cost for IT Help Desk services, IT Service Desk will provide some of their staff to work hand-in-hand in IT Help Desk under the vendor supervision. Vendor should train the staff and ensure SLA compliant. The exact number of staff and their details will be shared with the vendor later-on Items to be included as optional (separate cost): Run and maintain a Knowledge Management system Establish automated IVR for agents after-call rating Implement and maintain a self-service solution for SAP password reset Establish, manage and handle live dash-boards for: Industry-standard SLAs & KPIs as agreed with SV Support groups performance (pending tickets) as agreed with SV S L A s & K P I s SLA: Ring time: From the moment the user starts to hear a ringing tone until he is greeted by an agent. Target is 90% within 10 seconds. No auto answer configuration. SLA: Wait time: it’s the time from the moment the caller is put on queue (after having finished IVR options) till he is answered by an agent. Mandatory IVR recording time, as set by SV, is excluded from Waite-time calculation. Target 90% within 40 Sec. SLA: Abandoned calls: calls that are dropped by the caller after reaching the target wait time (if dropped during wait time), or target ring time (if dropped during ring time). Abandoned calls should not exceed 5% of total calls queued. SLA: eMail Response Time: 90% within 15 min. KPI: Quality adherence: Sample 2% & Target is 90% satisfaction (knowledge, attitude, and time) KPI: Introduce an after-call rating system, and then we will require a satisfaction rate of 95% Statistics:  2016 Jan Feb March Apr May Jun July Aug Sep Oct Nov Dec Total Total Incoming Calls 19199 24108 21874 16801 15116 18041 15543 18823 15143 16142 15213 13805 209808 Total 21197 21666 22708 26824 23023 22786 21767 22681 20649 20230 20136 19781 263448 Incoming Emails