HANDBOOK FOR THE END USER TO ACCESS THE GLOBAL IT HELPDESK

Prepared by
Rahul Rajashekar

Role
Team Lead, IT Helpdesk

Date of preparation
July 29,2004

Reviewed by
Shrikanth Murthy

Role
Senior Manager, Systems Networks

Date of Review
July 29,2004

Approved by
Chella Namasivayam

Role
Vice President , Systems Networks

Date of Approval
July 29,2004 1.1

Circulation List

http://www.my.igate.com

VERSION NUMBER

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PREFACE

The scope of this handbook is to provide the user the complete information of utilizing the Global IT Help desk, which assists the employees towards problem resolutions and other organizational requirements. The first few pages of the handbook explain comprehensively the procedure of logging requests to the Global IT Help desk. The users of iGATE offices around the globe need to follow the procedure and priority of logging requests as explained in the handbook.

The rest of the pages in the handbook are a step by step guide for the user to log requests using the ORM application of the Global IT Help desk, iSight. The users are requested to use this handbook to understand the process of logging requests from their respective iGATE offices across the globe. Co-operation from the users will help the Global IT Help desk to serve the users efficiently.

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TABLE OF CONTENTS
Introduction ............................................................................................................................................................. - 5 Introducing iSight ................................................................................................................................................... - 5 Service Management Solutions ......................................................................................................................... - 5 Request Options ..................................................................................................................................................... - 6 SECTION-I................................................................................................................................................................ - 8 BANGALORE, CHENNAI AND HYDERABAD ........................................................................................................ - 8 Option I: Using the Web ..................................................................................................................................... - 8 Option II: Via Email ............................................................................................................................................. - 8 Option III: Using Telephone ............................................................................................................................... - 8 SECTION-II............................................................................................................................................................... - 9 NOIDA ...................................................................................................................................................................... - 9 Option I: Using Telephone ................................................................................................................................. - 9 Option III: Using the Web ................................................................................................................................... - 9 Option II: Via Email ............................................................................................................................................. - 9 SECTION-III............................................................................................................................................................ - 10 U.S.A AND CANADA ............................................................................................................................................. - 10 Option I: Using Telephone ............................................................................................................................... - 10 Option II: Via Email ........................................................................................................................................... - 10 Option III: Using the Web ................................................................................................................................. - 10 SECTION-IV ........................................................................................................................................................... - 11 SINGAPORE, MALAYSIA, AUSTRALIA AND OTHER ......................................................................................... - 11 Option I: Using Telephone ............................................................................................................................... - 11 Option II: Via Email ........................................................................................................................................... - 11 Option III: Using the Web ................................................................................................................................. - 12 SECTION-V ............................................................................................................................................................ - 13 EUROPE AND U.K ................................................................................................................................................. - 13 Option I: Using Telephone ............................................................................................................................... - 13 Option II: Via Email ........................................................................................................................................... - 13 Option III: Using the Web ................................................................................................................................. - 13 ANNEXURE I .......................................................................................................................................................... - 14 iSight Manual......................................................................................................................................................... - 14 Scope of Document .............................................................................................................................................. - 15 ISIGHT Overview ................................................................................................................................................... - 15 PROFILE MANAGEMENT ................................................................................................................................. - 17 NAVIGATION: .................................................................................................................................................... - 18 Contents of the Links ....................................................................................................................................... - 18 Dashboard ......................................................................................................................................................... - 19 The different states through which the request progresses are:.................................................................. - 19 -

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Navigation Bar ................................................................................................................................................ - 20 The Button Bar ............................................................................................................................................... - 20 The Requests Tab .......................................................................................................................................... - 21 Operations Performed by the End User .......................................................................................................... - 22 Creating a new Request: ................................................................................................................................ - 22 Viewing a Request.......................................................................................................................................... - 23 END USER FEEDBACK................................................................................................................................. - 24 ANNEXURE II ...................................................................................................................................................... - 25 ANNEXURE III ..................................................................................................................................................... - 27 ANNEXURE IV........................................................................................................................................................ - 28 -

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Introduction
Global IT-Helpdesk (GHD) is a one stop shop for reporting all problems/requests related to IT. It is a 24*7*365 centralized helpdesk for iGATE Corporation Employees Worldwide. GHD ensures fair usage of IT resources throughout the corporation and also provides smooth functioning of the IT operations. The list of software supported by the GHD is given in ANNEXURE IV. Note - Any request for new hardware/software installation (Procurement of materials) or access to specific services such as Internet , File Shares etc. requires prior approvals from the approving manager. Please contact your project manager for the same. The GHD is accessible in three ways: 1. Through web 2. Via email 3. Using the telephone

1. Through web:
iSight, a java framework was used to deploy the Global Helpdesk application and indigenously designed in house. The helpdesk application URL is http://ghd.igate.com/isight/logon . Users can log a request using the above URL. The details of logging a request in iSight are explained in ANNEXURE I .The logged requests will be processed by the helpdesk.

Introducing iSight Overview

iSight - Platform for Comprehensive Services Management

iSight is a comprehensive software solution designed specifically to address the services management needs of shared services centers in global 2000 companies, government organizations and IT and BPO service providers. Built atop a powerful services management platform able to effectively track, measure and manage all services both internal and outsourced in near real time, iSight gives service managers, executives, customers and service providers unprecedented control over delivery, performance, compliance, cost and satisfaction of the entire services catalog.

Service Management Solutions

iSight provides Service Management Solutions: Reduce Cost Track all SLAs for both internal customer and external provider relationships. Metrics monitor
compliance in near real time and generate alerts warning of costly SLA violations before they happen - when corrective action is still possible. Make smart, cost-effective insource vs outsource sourcing decisions based on measured cost and performance data.

Improve Performance Baseline all services and continuously monitor performance. Track Service Level Objectives (SLOs) and leverage root cause analysis and correlation reports to identify inefficiencies and areas of service improvement.

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Communicate Value Empower providers, customers and executives with custom, web-based dashboards that deliver service alerts, service scorecards and other information relevant to their roles. Quantify and report usage of services by customer allowing decisions based on cost-to-serve. Align Objectives Track strategic objectives and corresponding programs, projects and services in place to
support them. Understand the impact of programs on services. Use derived metrics to track and report business value of services and programs.

Integrate and Automate Processes Leverage the integrated services process management capabilities to
automate internal business processes and integrate with outsourced providers, and external processes

2. Via email:
We have created a Common Support email address for serving the users better, which is mapped to the help desk & the respective Managers. The email id is ITHelpdesk@igate.com (Display name: IT Helpdesk (Global)). End user has to use this email id & give all details about the problem. The mandatory information to be provided in the email is shown in ANNEXURE III. The helpdesk executive will receive these email requests & will enter into the helpdesk application. The logged requests will be attended by the helpdesk personnel. The end user will get a response within 15 minutes. Appropriate action would be taken by the helpdesk executives. Users will receive regular emails about the status of the request.

3. Using telephone:
Users will dial the location specific number on the hotline telephone. The call will land at the Help Desk in Bangalore. The Level 0 executive will receive the call and capture the details in the application. A ticket number for the users request will be provided for future reference. Level 0 executive will provide the resolution himself or else escalate the request to the Level I engineers (remote) else will assign the request to the onsite engineer as the situation warrants. Users will receive regular emails about the status of the request. Users can dial secondary on the hotline telephone in case the primary number fails to connect.

Request Options
Users can log their requests to the Global IT Help desk using the three options according to the location. Web (iSight): http://ghd.igate.com/isight/logon Email: ITHelpdesk@igate.com

Location Option I (preferred)

Bangalore, Chennai, Hyderabad Noida USA and Canada Europe & UK Asia Pacific Web(iSight) Phone 1234 / 91-80-51041801 Phone +1866-787-9510 Phone 14127879510 448000185259 Phone 65-63247415

Option II
Email Web(iSight) Email: Email: Email:

Option III
Phone Extn: 1234 Email: Web(iSight) Web(iSight) Web(iSight)

The Global Helpdesk dial plan is shown in ANNEXURE II

which lists all the numbers to access the GHD.

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The Helpdesk executive would answer the telephone within 5 rings and respond to the requests through the web and via email within 15 minutes and take appropriate action as per the service level agreement. The Level 1 remote engineers would resolve the problems/requests as per the service level agreement, if not successful would escalate the request to the IT service engineers. The details of logging requests from the different iGATE offices are described in the following sections.

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SECTION-I BANGALORE, CHENNAI AND HYDERABAD

* It is mandatory for users to log the requests in the same order as explained below

Option I: Using the Web

The helpdesk application URL is http://ghd.igate.com/isight/logon Users can log a request using the above URL. The logged requests will be attended by the helpdesk personnel. The end user will get a response within 15 minutes. Appropriate action would be taken by the helpdesk executives Users will receive regular emails about the status of the request.

Option II: Via Email

Only if option I fails use option II. We have created a Common Support email address for serving the users better, which is mapped to the help desk & the respective Managers. The email id is ITHelpdesk@igate.com (Display name: IT Helpdesk (Global) ) End user has to use this email id & give all details about the problem. The helpdesk executive will receive these email requests & will enter into the helpdesk application. The logged requests will be attended by the helpdesk personnel. The end user will get a response within 15 minutes. Appropriate action would be taken by the helpdesk executives Users will receive regular emails about the status of the request.

Option III: Using Telephone

Only if option II fails use option III. Users will dial 1234 on the hotline telephone. The call will land at the Help Desk in Bangalore. The Level 0 executive will receive the call and capture the details in the application. A ticket number for the users request will be provided for future reference. Level 0 executive will provide the resolution himself or else escalate the request to the Level I engineers (remote) else will assign the request to the onsite engineer as the situation warrants Users will receive regular emails about the status of the request

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SECTION-II NOIDA Option I: Using Telephone

Users will dial 32811234 on the hotline telephone. The call will land at the Help Desk in Bangalore. The Level 0 executive will receive the call and capture the details in the application. A ticket number for the users request will be provided for future reference. Level 0 executive will provide the resolution himself or else escalate the request to the Level I engineers (remote) else will assign the request to the onsite engineer as the situation warrants. Users will receive regular emails about the status of the request. Users will dial 080-51041801 in case the primary number fails to connect.

Option III: Using the Web

Only if option I fails use option II. The helpdesk application URL is http://ghd.igate.com/isight/logon Users can log a request using the above URL. The logged requests will be attended by the helpdesk personnel. The end user will get a response within 15 minutes. Appropriate action would be taken by the helpdesk executives Users will receive regular emails about the status of the request.

Option II: Via Email

Only if option II fails use option III. We have created a Common Support email address for serving the users better, which is mapped to the help desk & the respective Managers. The email id is ITHelpdesk@igate.com (Display name: IT Helpdesk (Global) ) End user has to use this email id & give all details about the problem. The helpdesk executive will receive these email requests & will enter into the helpdesk application. The logged requests will be attended by the helpdesk personnel. The end user will get a response within 15 minutes. Appropriate action would be taken by the helpdesk executives Users will receive regular emails about the status of the request.

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SECTION-III U.S.A AND CANADA Option I: Using Telephone

(a)For Commerce drive office Pittsburgh USA Users will dial 1234 on the hotline telephone. The call will land at the Help Desk in Bangalore. The Level 0 executive will receive the call and capture the details in the application. A ticket number for the users request will be provided for future reference. Level 0 executive will provide the resolution himself or else escalate the request to the Level I engineers (remote) else will assign the request to the onsite engineer as the situation warrants. Users will receive regular emails about the status of the request. Users can dial 1866-411-3087(toll free) in case the primary number fails to connect

(b)For USA, Canada (outside Pittsburgh) Users will dial 1866-411-3087(toll free) on the hotline telephone. The call will land at the Help Desk in Bangalore. The Level 0 executive will receive the call and capture the details in the application. A ticket number for the users request will be provided for future reference. Level 0 executive will provide the resolution himself or else escalate the request to the Level I engineers (remote). Users will receive regular emails about the status of the request. Users can dial 1412-787-9510 in case the primary number fails to connect

Option II: Via Email

Only if option I fails use option II. We have created a Common Support email address for serving the users better, which is mapped to the help desk & the respective Managers. The email id is ITHelpdesk@igate.com (Display name: IT Helpdesk (Global) ) End user has to use this email id & give all details about the problem. The helpdesk executive will receive these email requests & will enter into the helpdesk application. The logged requests will be attended by the helpdesk personnel. The end user will get a response within 15 minutes. Appropriate action would be taken by the helpdesk executives Users will receive regular emails about the status of the request.

Option III: Using the Web

Only if option II fails use option III. The helpdesk application URL is http://ghd.igate.com/isight/logon Users can log a request using the above URL. The logged requests will be attended by the helpdesk personnel. The end user will get a response within 15 minutes. Appropriate action would be taken by the helpdesk executives Users will receive regular emails about the status of the request.

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SECTION-IV SINGAPORE, MALAYSIA, AUSTRALIA AND OTHER ASIA PACIFIC LOCATIONS Option I: Using Telephone
a) Singapore office (within Singapore office) Users will dial 1234 on the hotline telephone. The call will land at the Help Desk in Bangalore. The Level 0 executive will receive the call and capture the details in the application. A ticket number for the users request will be provided for future reference. Level 0 executive will provide the resolution himself or else escalate the request to the Level I engineers (remote) else will assign the request to the onsite engineer as the situation warrants Users will receive regular emails about the status of the request. Users will dial +9180-51041801 in case the primary number fails to connect

b) Singapore (Outside Singapore office) Users will dial 006563247415. The call will land at the Help Desk in Bangalore. The Level 0 executive will receive the call and capture the details in the application. A ticket number for the users request will be provided for future reference. Level 0 executive will provide the resolution himself or else escalate the request to the Level I engineers (remote) else will assign the request to the onsite engineer as the situation warrants Users will receive regular emails about the status of the request. Users will dial +9180-51041801 in case the primary number fails to connect

c) From outside of Singapore within Asia and Australia Users will dial 006563247415 (Note: People can opt for cheaper options available in that region (IDD) to call Singapore Ex. From Malaysia people can dial 02-63247415). The call will land at the Help Desk in Bangalore. The Level 0 executive will receive the call and capture the details in the application. A ticket number for the users request will be provided for future reference. Level 0 executive will provide the resolution himself or else escalate the request to the Level I engineers (remote). Users will receive regular emails about the status of the request.

Option II: Via Email

We have created a Common Support email address for serving the users better, which is mapped to the help desk & the respective Managers. The email id is ITHelpdesk@igate.com (Display name: IT Helpdesk (Global) ) End user has to use this email id & give all details about the problem. The helpdesk executive will receive these email requests & will enter into the helpdesk application. The logged requests will be attended by the helpdesk personnel. The end user will get a response within 15 minutes. Appropriate action would be taken by the helpdesk executives Users will receive regular emails about the status of the request.

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Option III: Using the Web

The helpdesk application url is http://ghd.igate.com/isight/logon Users can log a request using the above url. The logged requests will be attended by the helpdesk personnel. The end user will get a response within 15 minutes. Appropriate action would be taken by the helpdesk executives Users will receive regular emails about the status of the request.

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SECTION-V EUROPE AND U.K Option I: Using Telephone

(a)For the office in Europe Users will dial +448000185259 on the hotline telephone. The call will land at the Help Desk in Bangalore. The Level 0 executive will receive the call and capture the details in the application. A ticket number for the users request will be provided for future reference. Level 0 executive will provide the resolution himself or else escalate the request to the Level I engineers (remote) else will assign the request to the onsite engineer as the situation warrants. Users will receive regular emails about the status of the request. Users can dial 001-412-787-9510 / +441344-788-390 in case the primary number fails to connect

(b)For the office in U.K Users will dial 08000185259 (toll free) on the hotline telephone. The call will land at the Help Desk in Bangalore. The Level 0 executive will receive the call and capture the details in the application. A ticket number for the users request will be provided for future reference. Level 0 executive will provide the resolution himself or else escalate the request to the Level I engineers (remote). Users will receive regular emails about the status of the request. Users can dial 001-412-787-9510 / 1344-788-390 case the primary number fails to connect

Option II: Via Email

Only if option I fails use option II. We have created a Common Support email address for serving the users better, which is mapped to the help desk & the respective Managers. The email id is ITHelpdesk@igate.com (Display name: IT Helpdesk (Global) ) End user has to use this email id & give all details about the problem. The helpdesk executive will receive these email requests & will enter into the helpdesk application. The logged requests will be attended by the helpdesk personnel. The end user will get a response within 15 minutes. Appropriate action would be taken by the helpdesk executives Users will receive regular emails about the status of the request.

Option III: Using the Web

Only if option II fails use option III. The helpdesk application URL is http://ghd.igate.com/isight/logon Users can log a request using the above URL. The logged requests will be attended by the helpdesk personnel. The end user will get a response within 15 minutes. Appropriate action would be taken by the helpdesk executives Users will receive regular emails about the status of the request.

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ANNEXURE I iSight Manual

For End User
V 1.3

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Scope of Document
This document will provide generic overview of the iSight Application used by the End User to log requests to Global IT Help Desk.

ISIGHT Overview
This section describes how the end user can logon to the application and reach various tools in the application for logging requests in iSight. The screenshots of the application are available to illustrate the look and feel of the application. To begin with we need to open the application using any web-browser, preferably Internet Explorer (Version 6.1 or later) or Netscape Navigator (Version 7.0 or later). Following are the instructions to open the application Open a browser Window. In the address-bar type in http://ghd.igate.com/isight and click on GO or hit the ENTER key on the keyboard The Login Screen of iSight appears. The image below shows all the parts of the window descried in the procedure

Address Bar with the ISight

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iGATE Corporation Logging In

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After opening the application the first screen which comes across is the login screen, where one needs to provide the login name and password (valid credentials) to access the application.

Fig 1.2 Login Screen for iSight Application The Text-Box marked Login requires the users Employee ID and the password must be entered in the Text-Box marked Password in Fig 1.2. After typing in the information, click on the logon button. The Dark Blue bar with yellow links is the source of navigation, providing links to Dash Board, Help Desk and Asset

Profile Management

Navigation

Alerts Fig 1.3 iSight Dashboard: the default screen after logging in

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PROFILE MANAGEMENT
Contains tabs My Profile, Help, Change Password and logout.

Fig 1.5 Snapshot of the My Profile screen

My Profile Help

Change Password Logout

Contains all the information of the end user. Refer to Fig 1.5 Contains iSight ORM User Cookbook which covers the following topics Introducing iSight ORM Deploying iSight ORM Using iSight ORM Customizing iSight ORM To change password To logout from the application

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Fig 1.4 Snapshot of the Change Password screen.

NAVIGATION:
The end user can click on the links which help him to navigate within the application iSight

Contents of the Links

Dashboard
Dashboard contains all the alerts for the current activities

Help Desk
Contains all the Requests created by request submitter.

Asset
A central asset database which keeps track of all assets allocated to the employees.

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The first operational screen we come across is the dashboard where we get alerts for the current activities. The dashboard is a quick way to view the current changes and activity which has taken place for the requests which the requester has in his account. For example if an approval requested by the IT-Service Engineer gets confirmed, there will be an alert generated corresponding to that request and will be viewable in the alerts window.

iSight generates automatic E-mail alerts to the user and the person(s) to whom the user wishes a copy of the mail to
be sent. These E-mails are generated when a request is assigned to an L1 remote support engineer or an IT service engineer, sent for approval to the users approving manager, sent for the third party resolution, closed/resolved.

The different states through which the request progresses are:

1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11.

open assigned work in progress suspended third party resolution in progress third party resolved sent for approval re-assigned resolved/closed approved rejected

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Helpdesk
Helpdesk window contains all the requests created by the End- User (Submitter) or by the IT-Helpdesk Executive on behalf of the end user. Each request has a number associated with it called the Ticket number.

Fig1.4 depicts a example of helpdesk window and also describes the various Following section describes each component labeled in the helpdesk window.

Navigation Bar

Open Requests Closed Requests Suspended Requests All Requests

Shows all the requests which are not resolved/closed. Shows all the requests which are resolved/closed by the IT Service Engineer. Shows all the requests which are suspended. Shows all the requests logged in iSight.

The Button Bar

New Button Print View Search-Filter Quick-Report

Used for request creation Gives the print view for the current window To search a particular request in the account To generate a report on current requests in the account

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The Requests Tab

Ticket No Subject Ticket Type Project Requester Name Location Assigned To Status Priority Quick Action

The Ticket Number associated with the Request Short description of the request made Describes the type of ticket. (Hard disk issue, Backup Issue etc.) Displays the project type to which the requestor belongs The name of the person who created the request The location of the office of the requestor Name of the IT-Service Engineer The current status of the request e.g. Work in Progress etc. The priority of the request (high, low and medium.) Lists the actions(view and edit) which can be performed on the request

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Operations Performed by the End User Creating a new Request:

Instructions to Fill the Form

Fill the fields according to the description provided in the following table and then click on submit button to create a request

Ticket No. Description Attachments (if any) Ticket Type Requester name Submitter Project Division Contact Number (Mobile) Contact Number (Office ext) Location CC

A unique number is automatically generated for future reference of the request. The End User should make a note of this and quote the same when asked for by any help desk executive Description of the request/problem must be entered in this box. This helps the concerned team understand the details of the request. Any attachment with the details of the problem/request. example screen shots, approval mail Select the category of the request. The name of the end-user for whom the request is made. The name of the person who is submitting the request. The Project in which the requester is currently working. The division in which the requester is currently working The requesters mobile (cellular) telephone number must be entered in this field, if any. The requesters office extension number so that the Help Desk team can contact the requester if necessary. Place of the requester must be entered. Typically this refers to the location of the office where the request needs to be served at. Enter the email address of the employees who should receive emails related to this request.

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iGATE Corporation Priority Status Source Submit Cancel

Global IT Helpdesk End User Manual

Please select priority level of your request. High, Medium and low are the available options. By default this option is set to Open state. This cannot be changed by the Submitter. Please select the option as web when creating a request on the Website. Email and Telephone options are to be used only by Help Desk Executives Post the request after filling the entire form. Cancel the request form being created.

Viewing a Request
Click on the view option on the right hand side OR Click on the request number on left hand side

Following is the screenshot of the View Request Panel

Please refer to the table in pages 21 and 22 for the description of the fields shown in the Details tab.

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END USER FEEDBACK

After the Request closure user has an option to provide the feedback on the resolution provided which is depicted in the following snapshot.

Instructions
Click on the Closed Request section to view the closed requests Click on the ticket number of the closed request Select an option from the end-user feedback drop-down box Click on submit

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ANNEXURE II

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The Global Helpdesk Dial Plan Location

Bangalore Whitefield Bangalore Jakkasandra Chennai Hyderabad Noida Singapore(Office) Singapore(Outside Office) Other APAC Locations UK Europe Commerce drive office - Pittsburgh USA USA, Canada (outside Pittsburgh)

Primary #
1234 - Office 1234 Office 1234-Hotline 1234-Hotline 1234-Hotline 1234 63247415 0065-63247415 08000185259 (Toll free) +448000185259 1234 1866-411-3087 (Toll free)

Secondary #
1234 Hotline 1234 Hotline 080-51041801 080-51041801 080-51041801 +9180-51041801 +9180-51041801 +9180-51041801 001-412-787-9510 / 1344-788-390 001-412-787-9510 / +441344-788-390 1866-411-3087 (Toll free) 1412-787-9510

The above table gives a quick look at the numbers to dial to access the Global IT Help desk from the different iGATE offices.

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ANNEXURE III CONTENT OF THE EMAIL SENT BY THE END USER

The following information is mandatory when the end user mails a request: 1. 2. 3. 4. 5. 6. 7. 8. 9. Employee Name Employee ID Extension number/Mobile number. Location of the office where the employee is situated Name of the Project the user is currently working for Division Subject of the request (for example: Hardware issue, Email issue, Network issue, etc) Brief and clear description of the request (OS details, computer name/IP address if required) Priority of the request (High, Medium and Low)

CONTENT OF THE VOICEMAIL MESSAGE RECORDED BY THE END USER

The following information is mandatory when the end user records a request:

1. 2. 3. 4.

Employee Name Employee ID Extension number/Mobile number. Brief and clear description of the request (OS details, computer name/IP address if required)

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ANNEXURE IV

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List of Software Supported by Global Help Desk

Operating System 1. 2. 3. 4. 5. 6. 7. 8. Microsoft Windows 98 Microsoft Windows NT4.0 workstation Microsoft Windows NT4.0 server Microsoft Windows 2000 workstation Microsoft Windows 2000 server Microsoft Windows Terminal Server Client Microsoft Windows XP Linux 1. 2. 3. 4. 5. 6. Office Applications MS Office - Versions supported 97, 2000, XP 97 MS Office 2000 MS Office XP (2002) MS Office 2003 Microsoft Project 98 Microsoft Project 2000

Common Software 1. Adobe Acrobat Reader 2. PK Zip 3. Internet Explorer 6 with SP1
1. 2.

Mail Software Microsoft Exchange 5.5 Microsoft Exchange 2000

Database Software 1. Oracle Client 2. SQL Client 3. TOAD

3. Microsoft Outlook 97/2000/XP/2003 4. Outlook Express 6

Development/Testing Tools 1. Rational Rose 2. Win Runner

3.

Call Center Software 1. Telecare

4.
5. 6.

MS VB.NET Std 2003 MS FrontPage 2003 MS VStudio.NET Pro 2003 Visual Studio

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Organizational Applications 1. Peoplesoft HR 2. Peoplesoft Finance 3. GRASP (Global Resourcing and Sales Package) Lotus Notes V4.51(Peoplesoft) 4. TPS (Time Processing System) (Peoplesoft) 5. IGate Help Desk (Peoplesoft) 6. IGate Travel System (Peoplesoft) 7. IGate Knowledge Repository (Peoplesoft) 8. IGate Discussion Board (Peoplesoft) 9. IGate White Papers (Peoplesoft) 10. Green Card Processing (Peoplesoft) 11. H1 Processing (Peoplesoft) 12. Immigration Law Authority Version 1.1 (Peoplesoft) 13. H.O.T. DOCS (Legal Forms Processing) (Peoplesoft) 14. CIMS Custom Oracle 8 App (Peoplesoft) 15. Kronos Timekeeper & Oracle (Peoplesoft) 16. Visual Studio (Peoplesoft) 17. PNC Financials (Peoplesoft) 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24. 25. 26. 27. 28. 29. 30. 31. 32. 33. 34. 35.

Other Applications Microsoft Visio 5.0 Microsoft Visio 2000 Microsoft Visio 2002 Microsoft Visio 2003 MS SQL CAL 2000 Laplink Adobe Acrobat Writer Quark Express PhotoShop Illustrator PageMaker Front Page Lotus Notes PeopleSoft Macromedia Director Macromedia Fireworks Macromedia Dreamweaver Macromedia Flash VNC Visual Studio Visio V.4.X , 5.X, Pro CBT Utilities for MVU (IVU) Centra Symposium software (IVU) Crystal Reports (for Peoplesoft) (IVU) Morgul (freeware) Minitab 13/14 Client s/w Tally 6.3 Act 4.0 Easy Pay 2.3.0 Market Analyst 6.3 ACT for Notes Hummingbird Attachmate Centra Symposium software Crystal Reports (for Peoplesoft)

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Global IT Helpdesk End User Manual

REVISION HISTORY

Date

Version Section / Page # # changed

Details of changes made

July 22,2004

1.0

Initial Release

Introduction pages 5 and 6 2 July 29,2004 1.1

Incorporated hyperlinks, changed font size and font type as per the standards of documentation

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