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Implementation of Siemens Support Desk(SSD) in PIFRA-II
Siemens Support Desk (SSD) is the first achievement by Siemens in PIFRA II. It is the central point of contract to report problems concerning hardware, network, operating system, database training or the application system. SSD will not only provide guidance whenever an end user incur problem while proceeding with his work, but it will also arrange services focused on continuous improvements. This will help keep the PIFRA’s SAP system updated whenever new rules and more efficient procedures are introduced by the Auditor General of Pakistan, the Controller General of Accounts or other similar authorities. SSD will operate as apart of the PIFRA SAP Competence Center (PSCC). This will ensure close coordination between the Audit & Accounts management and the smooth operation of the PIFRA’s SAP System.

Support will be comprehensive and will involve priority of the logged request, ensuring that the professional support will be provided to every one in the shortest possible time. Currently, we have one centralized support office in Islamabad. As more and more sites go into production we will organize support to increase coverage locally in Karachi, Lahore and Quetta.

The main objective of Siemens Support Desk (SDD) is to provide support for all sites of the PIFRA project that undergoes the critical phase of production. This will ensure smooth operation of work. The core element for support will be the PIFRA SAP Competency Center (PSCC), that will organize and manage all components needed to operate and maintain the IT-support. More over, it will work as single point of contact for providing second level support for hardware, network, operating system, database, training and application system problems.

SSD support will be comprehensive and will involve the resolution of all errors that an end user comes across while executing the day to day responsibility within the SAP/R3 environment and will also provide guidance/training whenever an end user can not proceed with a certain activity thus ensuring smooth operation of the SAP environment. Further, the support Desk will constitute of 24 hrs staff to provide the best assurance of timely service. The Support Staff will also be available to log problem/requests during working hours in full strength from 8.30am-5.30pm 6 days in a week. SSD is currently available through SSD website http://192.168.1.32/support.