Project Management Support Services:
Support Staff
Alteram Solutions has an ICT Support Team available to support the PPM with any ICT hardware, software, infrastructure, network and security related problems or enquiries that may arise with our clients. The ICT Support team is equipped with the required tools to ensure that customer queries are dealt with in an efficient, cost-effective manner.
Support Services
Functional areas covered by the ICT Support team are the core ICT functions of service desk, user support, application support, network and server infrastructure, telephony infrastructure, ICT procurement, systems management and systems administration.
Support Procedures
Alteram utilises an ICT Help Desk procedure (i.e. fault logging procedure) that is followed for the capture, assign, route and resolution of the requests. The ICT Support team immediately addresses the request once it has been assigned to one of the ICT support team members.
The status of the request is kept up to date on the fault logging system and is available in real-time. The ICT Support team will assess the problem in order to come to a resolution. The request will be closed once resolved or routed to the correct stakeholder should it fall outside their area of expertise.
Fault Logging, Enquiries and Progress Tracking
Alteram Solutions has a sufficiently equipped and staffed ICT Help Desk team/Contact Centre that is readily available for clients, to contact and log the requests as they are received through the various channels. These requests can be monitored for progress and resolution in real-time.
Help Desk Solution
Alteram Solutions utilises a project fault logging mechanism to record project related faults, issues or any other enquiries the help desk/contact centre may receive from clients.
Help Desk Capability
Alteram Solutions utilises an ITIL based Help Desk that provides for a fault logging solution that streamlines the procedures that need to be followed from when it is logged to the final resolution stage. The Help Desk comprises of the necessary ICT infrastructure, office infrastructure and telephony devices to carry out its mandate.
Reports and Dashboards
The reports and dashboard are generated from the fault logging system and utilised to control the incidents, ascertain problems and change management processes, to initiate continual improvement, and communicate performance against service level objectives to the contact centre staff and the business unit customers.
Project Planning, Monitoring and Tracking
Alteram Solutions utilises a Collaborative Software tool which can be used for the planning, monitoring and tracking of all projects.
Software Features
The Collaborative Software comprises of a number of features that would enable the project managers, project administrators to capture / upload information in real time for the project.
We able to easily and effectively track and monitor progress of projects through an interactive dashboard and reporting mechanism of the various projects as it is taking place.
Web-Based
It is a secure internet based collaborative environment that has been designed to monitor, track and control projects.
Secure Information Transfer
The software has been developed with a strict dedication to ensuring that information accumulated is disseminated securely and safely. Through the tested use of secure cloud technology, GSM, GIS and Biometrics; it can ensure synergies that are safe and easy to deploy.
Real-Time
A crucial aspect of the software is its ability to operate in a real-time environment. If needed, it can arrange real time data of the projects in a paperless environment that’s ecologically friendly, intuitive, simple to understand and yet powerful enough to provide real-time telemetry with instant updates on progress, sales figures, projections and installations.
Essentially then, once data is captured it is readily available to the respective clients literally at the touch of a button. So irrespective of whether you are a call centre operator sitting in front of a computer in an office, an executive connected to Wi-Fi in an airplane at 30 000 feet on the other side of the world or an installation technician in a rural part of the Northern Cape, you have up to the second information at your fingertips.
Channels
The system is accessible on a mobile device (Android or IOS) or any device that has access to the internet.
Accessibility of information
We will be able to facilitate and provide access to information or anything else relating to the project and the project team to the client directly. The information is available on the system for viewing, reporting, dash boarding purposes or for the the population of any other review documents that need to be populated for the purposes of the project. Information is therefore accessible to track and monitors project progress, provide details relating to issues that have been resolved and ascertain the status of escalations that have had to occur.
Multi-User Interface
The system utilises a multiple user system which allows for the submitting and updating of multiple project plans from wherever they are. Thus we can provide a multi user interface that can efficiently and expeditiously collate information from all the various projects that a client is undertaking.
Geographical Information Based
Our solution essentially assists the client in controlling information and retaining their “Body of Knowledge” in the roll-out of projects. It is an intelligent repository and single reference point for the entire body of knowledge at every level of the project. The software ensures that everyone works off current information relative to their roles and irrespective of geographic location.
Dash boarding and Reporting
The information for reporting and for dash boarding will be available once captured.
Furthermore, our solutions functionality makes it convenient for the Program manager to report on any matters, to any stakeholder or entities, which may arise outside of scheduled meetings.