2. GHD Framework
Level 3
Support
(Domain
Specialist)
Level 2 Escalation
Level 2 Support
(Vertical)
Level 1 Escalation
Level 1 Support
(Global Helpdesk)
Users
Web
https://www.ultimatix.net TCSGlobalHelpdesk
Voice
Local # 60605555
VoIP # 5005555
Toll Free#1 -800-425 4827 – India
#1-800-TCSINDY -US
E-mail
global.helpdesk@tcs.com
Ultimatix.helpdesk@tcs.com
Chat
Converse Tools:Global Helpdesk
(OnSametimeConnect )
9. What does the TCS Global Helpdesk Main Page in Ultimatix provide?
TCS Global Helpdesk Main Page provides access to the ticketing tool which is
used to log Trouble Tickets related to HR, IT, Admin, Finance, Library, Travel,
Ultimatix and Change Requests.
10. What should I do if a login page is displayed while accessing the TCS
Global Helpdesk Main Page in Ultimatix?
Take a screen shot of the error / the login screen and mail it to
global.helpdesk@tcs.com, along with a brief description of the problem. We
will revert with an appropriate solution.
11. What should do if I receive an error while accessing the TCS Global
Helpdesk Main Page in Ultimatix?
Take a screen shot of the error / the login screen and mail it to
global.helpdesk@tcs.com, along with a brief description of the problem. We
will revert with an appropriate solution.
Yes, TCS Global Helpdesk is accessible through the Internet as well. If you face
any difficulties in accessing the link, please call / send an e-mail to GHD for
further assistance.
16. What are the different Support Areas available under Support Group
Services?
Change Requests (CRs) are service requests which require approval from the
appropriate group / member of a team to make changes onto the Configurable
Item mentioned.
20. How do I log a New Trouble Ticket / Change Request using TCS
Global Helpdesk tool within Ultimatix?
Figure 3: TCS GHD Main Page – Log a New Ticket / Change Request
For a complete list of available Problem Category, Type, Item and Summary,
refer the Available CTIPs link on the Registration page.
About Problem Description – Type the issue / request in the text box which
will enable support staff to take necessary steps / action on the ticket being
logged (Maximum 2000 characters).
About IP Address – Any issues related to IT Services would need the IP address
of the affected machine. This will be used to connect to the machine remotely
for troubleshooting (Support Staff will seek your consent before accessing the
machine remotely).
Select the Branch and Location from where you are logging the ticket or you
wish our support staff to contact you for issue resolution. To help us to reach
you faster, enter your complete telephone number including the area code.
23.About Attachments
Attachments Allowed File Types: doc, xls, txt, bmp, jpg, id, pdf, ppt, zip.
Maximum File Size: 1024 KB.
b. Ensure that you fill all the Mandatory fields (fields in RED) before you
submit the request. Click on the Submit button once you have filled
all the information required.
Note: The login session will be valid on the tool for five minutes. If the session
expires, you need to log in again through Ultimatix TCS Global Helpdesk.
Figure 8: TCS GHD Main Page – Check Status for Tickets / Change
Requests
f. On the History Page, Under the Ticket Details section, you can view
the status of the ticket logged. Click on the ticket number to check
the Solution / Message provided by the support staff. Else, you may
call the GHD to know more about the status of the ticket.
25. How do I return to TCS Global Helpdesk Main Page when I am on the
Home Page of CCM.net tool?
Click on to return to TCS Global Helpdesk Main Page from the Home
page of CCM.Net application.
Note: The icon used to return to the Main Page is only available on the Home
page of CCM.Net application. If you are on any other page, navigate to the
Home page to access the Main Page Icon.
26. Does the tool session expire while logging a Trouble Ticket / Change
Request?
Yes, the tool session expires once every five (5) minutes while logging a Trouble
Ticket / change request. Hence, it is suggested that the Problem Description be
ready on a notepad before logging a Trouble Ticket.