support project process

[#1]

Hi all,

I'm new to support project, please tell me the support project process like

what are the tools using in support project?,

How The support consultant will get the tickets from the end users and solve the those tickets? Please give me some examples?

Is he having authorizations in development (change or display mode) system?

and tell me about support consultant roles and responsibilities in support project? and please reply as early as possible?

Thanks and regards

Kumar

[Former Member]

Hi Kumar,

There are sever tools and software available for call tracking and assignment. Once you are assigned to the support project, you will be updated on the same.

On receipt of ticket and its assignment to you, you will have to check with respect to issue, if any customization required, or development required or it is just a user error in maintaining Master Data or executing Transaction rightly.

SLA's / Priorities will vary from Client to Client.

Regards,

Rajesh Banka