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Technical Support - AT&T

This proposal outlines creating an IT Help Desk and Technical Support team for AT&T to efficiently resolve IT issues, enhance employee productivity, and provide continuous improvement through feedback. The proposed team will be available 24/7 to support employees working in various locations through remote tools and a knowledge base.

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Joydeep Mukherjee
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48 views

Technical Support - AT&T

This proposal outlines creating an IT Help Desk and Technical Support team for AT&T to efficiently resolve IT issues, enhance employee productivity, and provide continuous improvement through feedback. The proposed team will be available 24/7 to support employees working in various locations through remote tools and a knowledge base.

Uploaded by

Joydeep Mukherjee
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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IT Help Desk and Technical Support

Project Overview:

AT&T Inc., a leading telecommunications company, aims to enhance its IT support services through the establishment of a
dedicated IT Help Desk and Technical Support team. This proposal outlines the creation of a support structure that
provides assistance to employees and ensures the smooth operation of IT systems. The project is set to operate on a
contractual basis for a duration of one year.

Objectives:

Efficient IT Issue Resolution:


 Establish a responsive IT Help Desk to address and resolve technical issues promptly.
 Minimize downtime by providing quick and effective solutions to IT-related problems.

Employee Productivity Enhancement:


 Ensure that employees have access to timely and reliable technical support.
 Facilitate a productive work environment by resolving IT issues efficiently.

Continuous Improvement:
 Implement a feedback mechanism for employees to provide insights on IT support.
 Regularly assess and improve IT support processes based on feedback and performance metrics.

Knowledge Transfer:
 Provide training and guidance to end-users on common IT issues.
 Create knowledge-based articles to empower users to troubleshoot common problems independently.

Project Scope:

Help Desk Team Setup: Recruitment and training of a dedicated IT Help Desk and Technical Support team.
Implementation of a ticketing system for efficient issue tracking and resolution.
24/7 Support Availability: Ensure round-the-clock availability of IT support services to accommodate different
time zones. Implement on-call support for urgent technical issues.
Remote Support Capabilities: Enable remote support tools to assist employees working from various locations.
Provide secure and efficient remote troubleshooting solutions.
Knowledge Base Development: Create a comprehensive knowledge base with FAQs, troubleshooting guides, and
solutions. Regularly update the knowledge base to reflect changes in technology and
systems.

Financial Details:

Hourly Rate: Contract Duration: Payment Terms:


The proposed hourly rate for IT Help The contract will be valid for a period Biweekly payments will be processed
Desk and Technical Support is of one year, subject to renewal based based on the number of hours the IT
$21.00 USD / Hour. on performance evaluations. support team works.

Team Composition:

Technical Support Specialists: Project Manager: Training Coordinator:


A team of skilled professionals with Responsible for overseeing the IT In charge of organizing training
expertise in various IT systems and support project, coordinating with sessions for end-users and keeping
applications. AT&T Inc, and ensuring project the knowledge base updated.
objectives are met.

Conclusion:
This proposal aims to establish a robust IT Help Desk and Technical Support system for AT&T Inc, providing timely and
effective assistance to employees. The proposed hourly rate is competitive, and the one-year contract allows for a focused
and results-oriented collaboration.

We look forward to discussing this proposal further and collaborating on implementing a successful IT Help Desk and
Technical Support project for AT&T Inc.

AT&T TECHNICAL SUPPORT | Email: [email protected] I Ph: 84201472436

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