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Lobby Banking started in Nerul Branch on 9th December '2011

Greater Bank has been felicitated with the Banking Frontier Best IT Adoption Runner-up Prize

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Helpdesk

Employee Login Module
This module will have 4 sections
  • Complaint registration module
  • Link to the employees payroll module
  • View to circulars
  • Form for Holiday home


Help Desk maintained for the complaints logged with I.T Dept
The following is the procedure which is followed by the branches and department for logging the complaints related to I.T Dept (Hardware/Software/Others etc).

So the process for locking the complaints and solving it through Help Desk is as follows
  • If the branches face any problem branches call up the Help Desk (I.T Dept)
  • Help Desk maintains a Complaint register in which all the complaints logged by the branch and Dept are recorded
  • Each complaint carries a complaint no……….
  • Complaint No………. is being allotted and also provided to the branch which is being maintained by the branches and Dept also
  • Complaint register is maintained with the I.T Dept and it consists of all the complaints logged by the branch and Dept
  • The same Complaint is then being forwarded to the specific vendor based upon the type of complaint (Example: Complaint regarding to Server or Desktop is logged with CMS, regarding Printer with Micro-Art or Wystek etc) the vendors is being told about the nature of the complaint, the location of the branch or dept and the contact person’s details
  • Then the specific vendor approaches solves the complaints and prepares a call report
  • This call report consists of all the details about the complaint
  • This call report is stamped and signed by the branch or Dept official once complaint is being solved
  • This call report has 3 copies where in 1 is maintained with the Engineer who has visited the branch or dept 1 is maintained by the branch or dept and the other is sent to the I.T Dept
  • The same call report which is being forwarded to the I.T Dept is used for updating the complaint register
  • Also, at the end of the month I.T Dept calls up every branch and Dept and confirms about the status of the complaints as per the compliant register maintained at the I.T Dept
  • A Monthly MIS of complaints is being submitted to D.G.M Sir, C.E.O Sir and the same is being discussed in the monthly I.T meeting
  • Further the Help Desk has started analyzing nature of complaint under various areas and is maintaining the summary of complaints branch wise and based on the nature of complaints


The fields of the complaint register maintained by the I.T. Dept are as follows
  • Complaint No
  • Status of Complaint(C:-Completed P:-Pending)
  • Branch Name
  • Name of the Branch Official
  • Name of the IT Official
  • Nature of Complaint
  • Name of the Vendor
  • Contact To/On of the vendor
  • Vendor Logistic Department Complaint Details
    • Call No
    • Date
    • Time
    • Complaint Loged By
  • Call Attended by
    • Vendor Engineer Name
    • Visit Date
    • Visit Time
  • Call Status/ Remark
  • Complaint Closed By (Branch Officials Name)


ESCALATIONS
  • Log the complaint with Help-Desk officials
  • Follow-up with Help Desk for the problem
  • Report to Asst Manager-IT, if not resolved within 2 hours
  • Report to Sr.Manager-IT, If not resolved with in 4 hours
  • Report to AGM, If not resolved with in 6 hours
  • Report to DGM, If not resolved with in 8 hours
  • Report to GM, If not resolved with in 10 hours
  • Report to C.E.O, If not resolved with in 12 hours

In view of the above the problems faced by the I.T Dept as well as the officials are as follows
  • One person of the I.T Dept have to follow up with the branches and dept for checking of the status of the compliant's
  • The branch official don't have the facility to know about the status of the complaints logged by them
  • Also the escalation level is not properly maintained
  • Current system is not secured
  • Proper check of the system cannot be maintained and reports have to be made manually
  • The branches cannot have a online list of the complaints which are logged by them
  • Report to GM, If not resolved with in 10 hours
  • Report to C.E.O, If not resolved with in 12 hours

** Please find the attached MIS which needs to be submitted.

Link to the employee payroll module
This would be a link to the existing employee’s payroll module

View of circulars
Here the employees would be able to view the scanned circulars

Form for Holiday Home
This would be the form which would have the following details and would be used by the employees for putting up there request for the booking of the Holiday home.
  • Date
  • Name of the Employee
  • Designation
  • Branch
  • Family Details
    • Name
    • Relationship
    • Age
  • Present Residential Address
  • Contact No
  • Address and Contact no in case of emergency
  • Note on Terms and Conditions
  • Map of the Lovavala Resort
  • Recommendation and approval for the same

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