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Home Press All About IT-enabled Services-II

All About IT-enabled Services-II

Let us assume that you plan to shift your residence and need packers and movers to move your luggage. When you call the packing and moving company, your call is received by a Call Centre Executive who takes down your details like address, phone number, location, whether it is a local or domestic or international transfer. Then you are informed that an assessor from the company will come for a personal visit and finalize things. The assessor comes on the promised date and makes an assessment of how much it will cost you, based on the items that have to be shifted. Once the assessment is done and you both agree upon a certain amount, the same is communicated to the company. On the day of shifting, a team of packers and movers are sent to your residence to shift the items. After packing, the goods are shipped to the destination. This is an example of a streamlined process and the people who design these processes are called Process Associates/Analysts.


A process Analyst is someone who identifies, analyses, plans, designs, and manages business process and streamlines the flow of work.

Typical Responsibilities

  1. Understanding the end objective of the process and the workflow.
  2. Designing a process to achieve the objective. If there is already an existing process, review the same and modify as required.
  3. Checking if the designed process is executable.
  4. Designing process flow-charts.
  5. Interacting with users of the process as well as the management to identify loopholes.
  6. Documenting and storing process flow data.
  7. Training users of the process.
  8. Taking feedback from parties involved regarding any improvements that need to be made to the designed process.
  9. Continuously improving the process.


Job Description
Let us assume that you are working on your system in office and sending some important files and documents to your seniors and clients. You notice that the mail is taking its own sweet time to get sent and suddenly your mailbox crashes. What do you do? Whom do you approach? You rush to the IT Department to raise a request for solving your problem. You will then be contacted by an internal IT Tech Support Executive, who will help you resolve the issue. Similarly, you have bought the latest Apple MAC computer and take it home. While installing the software like MS Office, you encounter difficulties. You will call an IT Tech Support Call Centre set up by Microsoft. A Tech Support Executive will guide you step-by-step to install the software. This is the second type of Tech Support Centre—the External IT Tech Support Centre.

Tech support is also offered for devices with built-in software such as mobile phones or iPads or laptops. Tech support is delivered by different methods—telephone, SMS, online chat, email, support forums. There are four tiers or levels in tech support.

Level 1, also called first line support, is offered to customers to solve basic issues such as software installation, or hardware connections. Level 2 to level 4 are higher levels of support, mostly offered by advanced specialists to technical people at one or two levels below them. For example when the level 1 Tech Support Executive is not able to solve the customer problem, she/he will escalate the problem to a level 2 expert who will assist her/him, but if the level 2 expert is unable to solve it, she/he may approach a level 3 expert. This job role is about level 1 external IT tech support. The purpose of this role is to understand the customer’s problem, seek basic information by asking a sequence of questions, identify the root cause by analysing the symptoms, and finally trying to guide the customer to a solution. Since the problems are technical in nature, the people who do this role are technically qualified and are trained before they start taking customer calls.

Typical Responsibilities

  1. Receive customer calls or emails.
  2. Understand the customer’s complaint—which is often the symptom and not the root cause—for example the ‘error code‘ shown on the screen
  3. Ask structured questions to gather as much information as possible from the customer.
  4. Analyse the data.
  5. Identify probable causes.
  6. Ask more questions to arrive at the root cause.
  7. Once the root cause is arrived at, guide the customer to implement corrective action.
  8. Verify if the problem is solved.
  9. If not, recheck the data and arrive at a new cause, and take new corrective action till the customer’s problem is solved.
  10. If the solution is not arrived at after all the above steps have been taken, refer the matter to a Tech Support Level 2 Executive, seek answers, call the customer and implement corrective action.
  11. Respond to calls/mails from users professionally.
  12. Educate the customer on the resolved problem, informing them on how to handle it themselves, if the problem occurs again.
  13. Maintain a record of all calls attended and issues resolved.
  14. Set up new users’ accounts and profiles and deal with password issues.
  15. Prioritize and manage many open cases at one time.
  16. Build and maintain good relations with customers and level 2 professionals.
  17. Escalate to management if a technical complaint occurs repeatedly.


Digitization is a method by which a map printed on paper or a survey plan, is transferred into a digital medium through the use of a CAD (Computer Aided Design) program, and geo-referencing capabilities.

A Geographic Information System or GIS is a computer system that allows you to map, model, query, and analyse large quantities of data within a single database according to location. A GIS allows you to record a base map with a geospatial referencing system (longitude and latitude), and then to add additional layers of other information. Dozens of map layers can be arrayed to display information about transportation networks, hydrography, population characteristics, economic activity, and political jurisdictions. GIS is a tool used by individuals and organizations, schools, governments, and businesses to make better decisions.

Job Description
As a GIS Trainee Analyst your responsibilities include preparing customized GIS maps and manipulating data to serve a variety of purposes. You will read and interpret maps. You may also need to manipulate and understand digital land data and manage data entered into a GIS database.

Typical Responsibilities

  1. Collecting information about assets using GIS tools.
  2. Converting paper data or images to GIS maps.
  3. Creating and maintaining GIS databases.
  4. Presenting geographical information by creating programs.
  5. Managing the flow of all cartographic information.
  6. Maintain records and files of all the data worked on.
  7. Train and get expertise in the customized GIS tools.
  8. Mapping of features from various sources by working on various GIS platforms.

Author: T. Muralidharan
Name of publication: Telangana Today
Date published on: 06/08/2018
published in: Hyderabad
Tags: Employability

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