Managed IT Services ASIA - China, HK, Singapore, Taiwan, Japan | Break Fix, Remote Support

BROCENT Standard Procedure and Policy

19.10.20 12:07 PM By jack.zhang

Service Delivery Stays in SOP

BROCENT HRM manages the training program and certification for all nominated technicians. Only certified technicians are authorized to attend remote and/or onsite support activities. Such program covers for all technical team member including but not limited GSD Service Desk Team, TSC Second Line Support Team, FSS Onsite Support Team and so on.

#

English Name of SOP, Guide and/or Policy

Version

Status

1

Definition of Incident &Task Priority

R0.3

Published

2

Worklog Management Policy

R0.2

Published

3

Management Policy for Service Escalation and Complaint Process

R0.3

Published

4

Complaint Process Template

R0.1

Published

5

Service Desk System User Guide

R1.4

Published

6

Warehouse and Parts Management Policy

R0.4

Published

7

TPL – Parts General Ledger

R0.1

Published

8

TPL – Parts Stock Out

R0.5

Published

9

TPL – Parts Stock In

R0.5

Published

10

TPL – Parts Requisition Form

R0.2

Published

11

TPL – Faulty Part Process Form

R0.2

Published

12

FTE Technician Timesheet Management Policy

R0.2

Published

13

Dispatch Technician Availability Management Policy

R0.3

Published

14

Service Quality and Record Management Policy

R0.7

Published

16

TOP 10 Customer Service Hyper-care Practice

R0.3

Published

17

Technical Service and Work Handover Policy

R0.1

Published

18

Service Delivery Performance Management KPI

R0.1

Published

19

Standard IT Service Tools Management Policy

R0.3

Published

20

IT Onsite Service Report Management Policy

R3.1

Published

21

Customer Onboard Welcome Letter Guide

R2.0

Published

22

Customer and new Project Onboard and Service Enabler Policy

R2.0

Published

23

IT Service Scope of Work and Service Guide

R0.5.1

Published

24

Token Service Billing Rule

R1.4.1

Published

25

Standard IT Service Report

R2.4

Published

26

Hotline Support Management Policy

R0.11

Published

27

Preventive IT Managed Service Policy

R0.1

Published

28

Field Technician Behavior Management Policy

R0.5.1

Published

29

Technician Training and Certification Management Guide

R0.3

Published

30

FTE Assignment Change Management Policy

R0.2

Published

31

BROCENT Employee Management Charter

R10.1

Published

32

Privilege User Account and Password Management Policy

R1.0

Published