Subject: IT Complain Management Date:

Today Computer offices rely on their office PCs, Internet, local area network and wireless
communications for continuous connectivity within the organization and other partners.
These technologies need to work properly in order to provide increased operating
efficiencies, lower communications costs and ability to implement applications in its
optimum capacity.

To ensure greatest benefit from PCs and technology, the key complain management
points by CDCU are:

1. All requests should be made on telephone to CDCU manager.

2. A priority will be set depending on the urgency of the request and present
workload of CDCU for setting the time line of completion of the request.
3. Depending on the nature of the complain CDCU manager will assign the
appropriate IT person who would be responsible for the execution of the task.
4. A complain/support slip will be filled up by the IT person (see attached). On
completion of the task the user should sign off the complain/support slip.
5. After assessment of the problem, an approximate time required to restore the
problem will be communicated by the IT staff to both user and CDCU. Any
change in the original request during the process depending on its nature will be
considered either as separate request or will extend the communicated time of
completion.
6. In case of any severe trouble, the assigned person will request for assistance from
the senior staff. Depending on the nature of the problem the system can be
brought to CDCU for its maintenance.
7. All requests should be recorded in the IT support log sheet (see attached format)
by the assigned IT staff kept at CDCU.

Responsibility: DBM Approval:

Remarks: See sample spreadsheet for attachment
Form: Rev:
Format: IT Complain/Support Slip

IT Complain / Supporting Slip

IT Slip filled for Complain Support
Date: Time:
Name with designation:

Nature of Complain / Support:

Signature

For IT Use Only

Complain # Date Time
Resolve by Signature
Remarks

Format: IT Complain Log Sheet

Central Data Coordination Unit (CDCU)

National AIDS Control Program
IT Support / Complain log sheet

Cmpln# Date Time Name of complainer with Desination Natur of complain Resolved by Date Time Signature Remarks

By shahzad Arain
http://www.pakdata.net
92-334-9564004
92-334-5307738
Shahzad.cdcu@gmail.com