GHD Reference Guide

Global Help Desk Reference Guide

1. Overview of Global Help Desk (GHD) – What is GHD?

GHD is the single point-of-contact for providing centralized services to TCS
Associates, globally. Its main objectives are to provide:
– A single consolidated Helpdesk for various support functions.
– A single point-of-contact for users through easily accessible
interfaces.
– Effective and efficient processes for support groups

2. GHD Framework

Level 3
Support
(Domain
Specialist)

Level 2 Escalation

Level 2 Support
(Vertical)

Level 1 Escalation

Front Line Support

Level 1 Support
(Global Helpdesk)

Users

Figure 1: GHD Framework

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3. What services do we offer?

GHD offers the following services:

Table 1: GHD Services

Communication Channels
Services Offered Support Groups Ticketing Emai
Tool Phone Chat l
Internal IT Services √ √ √ √
Overseas
Deputation √ X X X
Support Group Domestic Travel √ X X X
Services Admin √ X X X
Global Reference
Desk √ X X X
HR Services √ √ X √
Ultimatix Ultimatix √ √ X √
Services In-house tools √ √ X √

4. What are the communication channels to reach GHD?

 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 )

Figure 2: GHD Touch Points

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5. What is the GHD’s support window?

GHD is available round the clock (24/7), 365 days a year, including National
Holidays.

6. What is the GHD Trouble Ticket logging tool called?

The GHD tool is called CCM.Net.

7. How do I access the GHD tool?

TCS GHD ticketing tool is accessible through Ultimatix. Log in to Ultimatix and
under the Quick Start section, click on the link TCS Global Helpdesk on the
left pane. The GHD’s Main Page appears.

8. What is the Main Page?

The Main Page is the single Point-of-Access for TCS GHD services, whether
relating to Support Group services (HR, IT, Admin, Finance, Library, Travel, etc.,),
Ultimatix services, or Change Requests (CRs).

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.

Table 2: Support Group and Ultimatix Services

Support Group
Services Internal IT Services Ultimatix
Ultimatix
Overseas In-house tools
Services
Deputation Change Requests
Domestic Travel
Admin
Global Reference
Desk
HR Services

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.

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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.

12.Will I be able to access TCS Global Helpdesk Main Page in Ultimatix

when I am outside office?

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.

13. What Categories are a part of Support Group Services?

Table 3: Support Group Services

Services Offered Support Groups

Support Group
Services Internal IT Services
Overseas
Deputation
Domestic Travel
Admin
Global Reference
Desk
HR Services

14. What Categories are a part of Ultimatix Services?

Table 4: Ultimatix Services
Support
Services Offered
Groups
Ultimatix Ultimatix
Services In-house tools

15. What Categories are included in Change Requests?

Change Request (CR) tool is a part of the Ultimatix Services.

Table 5: Change Requests

Services Offered Support Groups

Change Requests
Change Requests
Tool

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16. What are the different Support Areas available under Support Group
Services?

Internal IT services include the Infrastructure Support (IS) provided to

users as listed below:

Table 6: Internal IT Services

Problem Category Problem Type
Audio and Video Conferencing
Collaboration
Global Messaging Support (Lotus Notes)
Hardware
Mainframe
Networking
SAP
Security
Internal IT Services
Software
TCS Global Domain
Thane Corporate Data Center - Unix
Thane Corporate Data Center - Windows
Thane Corporate Data Center - Networks
Thane Corporate Data Center - Security
Tivoli
VoIP

Admin services include the Admin support provided to the users as

listed below:

Table 7: Admin Support

Problem Category Problem Type
Air Conditioning
Cafeteria
Dispatch
Electrical
Housekeeping
Parking
Admin Plumbing
Recreation
Security
Stationary
Telecommunication
Transportation
Workstation – Seating

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Employee Services include the support provided to the users as listed

below:

Table 8: Employee Services

Problem Category Problem Type
Career-Performance Management
Cash Award from Client
Entitlements
HR-Employee Services
Offshore Reporting Form
Employee Services
Passport
Salary Components
Separations
Transfer
Welfare

Overseas Deputation includes the support provided to the users as

listed below:

Table 9: Overseas Deputation

Problem Category Problem Type
Allowance
Claims
Consultant
Gnet Login
Insurance
Overseas Deputation International Travel
Loans
Procedure
Settlement
Travel
Visa

Travel Services include the support provided to the users as listed

below:

Table 10: Travel Services

Problem Category Problem Type
Accommodation
Travel
Domestic

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17. What is a Trouble Ticket?

A Trouble Ticket is a tool-based registration of an Incident or a Service request.
Any issue pertaining to HR, IT, Admin, Finance, Library, Travel, Ultimatix and
Change Requests can be logged using CCM.Net. A unique number is generated
after you log a Trouble Ticket, which can be used as a reference to follow up
with the appropriate support group functions.

18. When do I log a Trouble Ticket?

You can log a Trouble Ticket when one or more services offered is not functional
as part of the standard operations. For example, the Printer is not functional,
Network Link is down, Locker request, Paycheck not visible etc.

19.What is a Change Request?

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?

TCS GHD ticketing tool is accessible through Ultimatix.

a. Log in to Ultimatix and under the Quick Start section, click on the
link TCS Global Helpdesk on the left pane. The Main Page of
Global Helpdesk appears.
b. Select Log a New Ticket / Change Request radio button. From the
drop-down list, select the appropriate category to log a ticket.

Figure 3: TCS GHD Main Page – Log a New Ticket / Change Request

c. The Selection confirmation screen appears:

Figure 4: Selection Confirmation Screen

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d. To access the respective ticketing tool’s registration page and to fill

further information, click on the Confirm button. To return to the
Main Page, click Cancel.

e. Based on the nature of the issue / request, select the Problem

Category, Problem Type, Problem Item and Problem Summary from
the drop-down list.

Figure 5: Ticket Details – Selection of Problem Category, Type, Item,

Problem Summary (CTIP)

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).

21. How do I find the IP Address on my machine?

a. Click on Start  Run  Type CMD and press ENTER.

a. In the command prompt, type ipconfig and press ENTER. Next to

the IP Address field you will find the IP Address of your machine. If
you are unable to access your machine; you may enter 0.0.0.0 in the
IP address field.

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Figure 6 Command Prompt to find IP Address of a Machine

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22.About Temporary Information

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.

Figure 7: Temporary Information Field in the Ticket Registration Page

23.About Attachments

a. To attach documents related to approval mails, screen shot of the

error etc., you can browse for the files and attach the file using the
tool.

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.

24. How do I check the status of Trouble Tickets / Change requests

logged?

a. To check the status of ticket/s logged, log in to Ultimatix and under

the Quick Start section, click on the link TCS Global Helpdesk on
the left pane. The Main Page of Global Helpdesk appears.

c. Select the Check Status of Tickets / Change Requests radio

button. From the drop-down list, click on the appropriate category to
check the status of a ticket / Change Request logged.

Figure 8: TCS GHD Main Page – Check Status for Tickets / Change
Requests

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d. The Selection confirmation screen appears.

Figure 9: Selection Confirmation Screen

e. To open the respective ticketing tool’s History page, click the

Confirm button. To return to the Main Page, click Cancel.

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.

Figure 10: History Page to Check Status of Tickets Logged.

25. How do I return to TCS Global Helpdesk Main Page when I am on the
Home Page of CCM.net tool?

Figure 11: Home Page Icons

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.

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*** Do write in your queries or comments to

global.helpdesk@tcs.com to further improve our services***

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