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Computer Accessories

Service Code IT- EUC011

Business Users
All OETC users

Live
Status

The service can be provided to the users during the need to certain
Description computer accessories such as USB Storage drive, mouse,
keyboard, CD/DVD, computers secure flash dock station etc.

A: IT Helpdesk System: access to self-service portal and fill up the
form
B: E-mail: send a request by e-mail (ithelpdesk@omangrid.com) and it
Ordering Procedures
will be recorded in the helpdesk system.
C: Phone: Contact IT Team at phone code: 026, 012 TEL: 22309004
And code: 017.
D: Walk in and fix the problem.
Users should comply with the end user security and acceptable
Responsibilities
usage policies

 Provided immediately if it available in stock.
 Response to the request will be within 5 days
 Access to the service is provided within 30 minutes.
 Resolution time for any complaints is 3 working hours.
Service Targets Support tickets are raised upon receiving calls at 026 and 80%

tickets are responded to the same day.
 For any support of an incident, users should log an incident using
Microsoft System Center

 User Access
Prerequisite  Computer Hardware

Service Availability The service is available 99.9% of time (not including scheduled
change/maintenance outages).

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