Subject: SSBS - Ready Reference
From: Jyotika Baluni <[email-masked]>
To: Subir Chakma <[email-masked]>
Date: Sun, 28 May 2017 15:43:44 +0530 (IST)

SSBS - SUPPORT HOURS 

- Weekend support timing : Fri 9:30am - Sun, 9:30am Sun (IST) 

- Weekdays support : NO SUPPORT REQUIRED including after business hours from Sun-Thurs. 

- How to make outbound calls: Just start with “9” then dial the rest of numbers excluding “0” 

- TIMELINE TO RESPOND for request via emails/ME/phone call- 30 MINS after receiving the ticket. 

- Type of customers: Employees of Al-OTHMAN GROUP HOLDING COMPANY from different offices/locations. 

- We have been assigned to manage the Helpdesk via three mediums. 

1. Phone (Avaya) 
2. ME (SSBS system) 
3. Email (Outlook- similar to gmail account) 

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=> ME : Request creation - SERVICE or INCIDENT 

Raising Service Request : (Refer Service Catalog drop-down menu to view the Template Categories and the Template List.) 

- Basic day-to-day IT services required by the users 

- Installation, relocation, internet access, email access, virus protection 

- provision of hardware and software, mail server and account management to name a few. 

Create an Incident (Tickets) : Click the Requests tab > Click the New Incident >Fill in the details 

- If failure in system 

- Problem in your system 

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PHONE : Welcome message - "Thank you for calling SSBS helpdesk! My name is ......... How can I help you? 

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LOGIN DETAILS 

=> AVAYA PHONE : User ID: 11417 

Password: 36901470 

=> LOGIN - ME : http://helpdesk.ssbs.com.sa 

Login to: ssbs.lan 

Username: manager 

Password: ssbs#1234 

=> LOGIN - EMAIL : https://login.microsoftonline.com/ 

Email : [email-masked] 
Password : ssbs#9876 

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=> TO RESET PASSWORD - OUTLOOK (email a/c) 

Login to: https://login.microsoftonline.com/ 

Email- [email-masked] 

Password- ssbs#9876 

=> TO RESET & UNLOCK PASSWORD - AD MANAGER (portal) 

**Either login on the Main Portal OR refer the TABLE to directly go to the Location wise PAGE. 

MAIN PORTAL 

Login to: http://ssbsadm.ssbs.com.sa 

Username: manager 

Password: ssbs#1234 

TABLE 

	

Email Domain 	

Hosted On 	

URL 	

Username 	

Password 

1 	

Al-othman.com, Almohamadiya.com, alothmantravel.com, amo.com.sa, alriyadha.com.sa, awi.com.sa, cet.com.sa, fdlc.com.sa, Gotech.com.sa, imco-alothman.com, moc-co.com, nadadairy.com, Ravsco.com, ssbs.com.sa, usg.com.sa 	

Office 365 	

https://Portal.office.com 	

[email-masked] 	

Username: manager 

Password: ssbs#1234 

2 	

Takweenai.com 	

Google 	

www.google.com/a/takweenai.com 	

[email-masked] 	

Password: support@31952 

3 	

Saafnw.com 	

Google 	

www.google.com/a/saafnw.com 	

[email-masked] 	

Password: support@31952 

4 	

Nadaschool.edu.sa 	

Google 	

www.google.com/a/nadaschool.edu.sa 	

[email-masked] 	

Password: support@31952 

Note : 

** Recovery email for [email-masked] is: [email-masked] 

** If google asked for City from where most logins are done: Al-Khobar 

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RESPONSE : REQUEST Received via Web Form/Email/Phone 

=> ME - RESPONSE : First response on web form, email and then assign. 

How : It should be from REPLY only 

1. Click Reply > Reply. Enter a message in the body and click Send. 

2. Click Assign> Group > Technician. Done 

** FIRST LINE RESPONSE- Do NOT send the first line response from 'Notes'. 

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=> First Response (Acknowledgment to Requester) 

Dear <Requester>, 

Thank you for contacting us! We have received your email with the issue and will have a technician get back to you with a solution at the earliest. 

Thanks! 

Best regards 

Help Desk Support 

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=> Password Reset Response 

Dear <Requester>, 

The password has been reset for your User ID. The new password is: nada@321 

Please change the password after you login for security purpose. 

Thanks! 
Best regards, 
Help Desk Support 

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ASSIGNING TO TECHNICIAN : Refer .xl sheets - All support technicians for each location is listed clearly. 

.XL Sheet 1 : "Service Request & Incident Template" , to find out : 

- Category 

- Group 

.XL Sheet 2 : "SSBS IT" , to find out : 

- Support Group 

- Site 

- Technician (email + phone) 

.XL Sheet 3 : "On-Call Support" : Technicians - On call availability schedule during Off-hours and Weekends 

- For any urgent Request/escalation/followup with technician, if needed. 

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Please note : 

Do we need to generate ticket via ME for all the email received in weekends? 
- Of course, this is the way that our technician get the notification of new requests. Some engineers do not have time to follow up with all the email, as it is the help desk responsibility to keep monitoring the emails and then assign it to the right technician. 

· Will there be simultaneous communication over the email and ME for the complaint raised with us? 
- For the time being, yes, since not all the users are using ME to reply to their requests. 

· If there is any follow up email, do we need to reply on the email OR via ME? 
- If it is a follow up email, you will need to forward it to the responsible technician and open new ticket if it needs to. Some requests needs more than one person to be completed. 

· How to locate Request ID (ticket ID) for the complaint received through email, in case of follow up complaint. 
-You will need to workaround to get to these requests, either by searching by the subject of the email, or by searching the tickets under that user." 

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