Central Service Desk – 1st level Sample Clauses

Central Service Desk – 1st level. The Central 1st level Service Desk is responsible for handling all requests for support forwarded from the 1st level NSD, and entering the details of those requests in the Service Desk tool of CSD. The flowchart below summarises the functions of the Central 1st level Service Desk. 1. A new request for support arrives from the 1st level NSD. When a new request for support arrives, then the CSD “Call Assignment” timer starts. The request is recorded in the CSD SMT and the call status is updated to “Pending”. The new call is checked for duplication. If the new call is found to be a duplication of an older one, the 1st level CSDO records this information in the CSD SMT tool. The call status is then updated to “Resolved” and the “Call Assignment” timer stops. The 1st level CSDO then proceeds with the call/incident closure tasks (please refer to section E.4); 2. The priority of the call is assessed by the 1st level CSDO. An automatic notification is sent to the 1st level NSD, informing them on the Internal Call ID so as to inform the Call Issuer; 3. If this is a new request to be further processed, then the 1st level CSD decides on whether it is capable of providing the call/incident solution, or if the call needs to be escalated to the 2nd level CSD. In the first case, the “Call/Incident Management Closure” path is followed (please refer to section E.4); 4. In the latter case, the call is escalated to the 2nd level CSD: a new action is assigned to the 2nd level CSD to proceed with the analysis of the call. The ownership of the call is thus passed to the 2nd level CSD, which is automatically notified accordingly. The action status is “Work in progress”; the “Call Assignment” timer stops. In addition to the call registration and action handling, the 1st level CSD, acting as the CSD single point of contact (SPOC), also handles the communication flow to and from the NA passing via the CSD functional mailbox. This exchange of information may include version updates, CT and operational planning, etc. (see also section 5.1.4.1 for National 3rd level Service Desk activities in Guidelines for National Service Desk Set-up and Operation for Customs Trans-European Systems [RD3].
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Related to Central Service Desk – 1st level

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  • GENERAL SERVICE DESCRIPTION Service Provider currently provides active medical, pharmacy(Rx) and dental administration for coverages provided through Empire and Anthem (medical), Medco(Rx), MetLife(dental) and SHPS (FSA) (Empire, Anthem, Medco, MetLife and SHPS collectively, the “Vendors”) for its U.S. Active, Salaried, Eligible Employees (“Covered Employees”). Service Provider shall keep the current contracts with the Vendors and the ITT CORPORATION SALARIED MEDICAL AND DENTAL PLAN (PLAN NUMBER 502 EIN 00-0000000) and the ITT Salaried Medical Plan and Salaried Dental Plan General Plan Terms (collectively, the “Plans”) and all coverage thereunder in full force through December 31, 2011 for Service Recipient’s Covered Employees. All claims of Service Recipient’s Covered Employees made under the Plans and incurred on or prior to December 31, 2011 the (“2011 Plan Year”) will be adjudicated in accordance with the current contract and Service Provider will continue to take such actions on behalf of Service Recipient’s Covered Employees as if such employees are employees of Service Provider. All medical, dental, pharmacy and FSA claims of Service Recipient’s Covered Employees made under the Plans (the “Claims”) will be paid by the Vendors on behalf of the Service Provider. Service Recipient will pay Service Provider for coverage based on 2011 budget premium rates previously set for the calendar year 2011 and described in the “Pricing” section below. Service Recipient will pay Service Provider monthly premium payments for this service, for any full or partial months, based on actual enrollment for the months covered post-spin using enrollments as of the first (1st) calendar day of the month, commencing on the day after the Distribution Date. Service Recipient will prepare and deliver to Service Provider a monthly self xxxx containing cost breakdown by business unit and plan tier as set forth on Attachment A, within five (5) Business Days after the beginning of each calendar month. The Service Recipient will be required to pay the Service Provider the monthly premium payments within ten (10) Business Days after the beginning of each calendar month. A detailed listing of Service Recipient’s employees covered, including the Plans and enrollment tier in which they are enrolled, will be made available to Service Provider upon its reasonable request. Service Provider will retain responsibility for executing funding of Claim payments and eligibility management with Vendors through December 31, 2013. Service Provider will conduct a Headcount True-Up (as defined below) of the monthly premiums and establish an Incurred But Not Reported (“IBNR”) claims reserve for Claims incurred prior to December 31, 2011 date, but paid after that date, and conduct a reconciliation of such reserve. See “Headcount True-Up” and “IBNR Reconciliation” sections under Additional Pricing for details.

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