Introduction to GHD Support
GHD (Global Helpdesk) Support is TCS's centralized IT support system that provides comprehensive technical assistance to employees worldwide, operating 24 hours a day, 7 days a week, 365 days a year. Whether you are experiencing laptop problems, software issues, network connectivity problems, or need access to various IT systems, GHD is your primary point of contact for all IT-related support needs.
The GHD support system is designed to provide quick, efficient, and effective resolution to technical issues that employees encounter in their daily work. With a global team of skilled IT professionals, GHD ensures that TCS employees across all geographies receive consistent, high-quality support regardless of their location or time zone.
In this comprehensive guide, we will cover everything you need to know about using GHD Support effectively. From understanding the different support channels available to learning how to raise tickets, track their progress, escalate issues when necessary, and leverage self-service solutions for common problems. By the end of this guide, you will be equipped to get the IT help you need quickly and efficiently.
GHD support can be accessed through multiple channels including the SM Portal, phone support, chat support, and email. Having multiple access methods ensures you can reach support regardless of your current situation or the nature of your issue.
What is GHD?
GHD stands for Global Helpdesk, which is TCS's enterprise IT support organization responsible for providing first-line and second-line technical support to all TCS employees. The Global Helpdesk operates as a unified support system that consolidates IT support services across all TCS offices, ensuring standardized processes and consistent service quality worldwide.
The GHD team consists of trained IT professionals organized into specialized groups based on technology domains. When you raise a support ticket, it is initially handled by the Level 1 (L1) support team who can resolve common issues quickly. More complex issues are escalated to Level 2 (L2) specialists and, if needed, to Level 3 (L3) engineering teams or external vendor support.
GHD is not just reactive support but also includes proactive services such as IT health checks, security monitoring, software updates, and preventive maintenance. The team works closely with TCS IT infrastructure teams to ensure optimal performance of enterprise systems, applications, and networks that employees depend on daily.
The service desk is powered by a robust IT Service Management (ITSM) platform that tracks all support interactions, maintains knowledge bases for common solutions, and provides analytics to continuously improve service quality. This platform is accessible through the SM Portal where employees can raise tickets, check status, and access self-service resources.
Support Channels
TCS GHD provides multiple support channels to ensure employees can reach IT support through the method most convenient for their situation. Each channel has its strengths, and understanding when to use each will help you get faster resolution.
SM Portal (Self-Service)
The SM Portal is the primary channel for raising and tracking IT support tickets. Create incidents, search knowledge base, and communicate with support teams.
Phone Support
For urgent issues requiring immediate attention, phone support provides direct access to GHD agents. Have your Employee ID and asset details ready when calling.
Chat Support
Live chat support through SM Portal provides real-time text-based assistance when you cannot make a phone call but need interactive troubleshooting.
Email Support
For non-urgent requests or when providing detailed information with attachments. Emails to GHD automatically create tickets trackable through SM Portal.
Walk-In Support (On-Site)
Major TCS offices have on-site IT support counters for hardware issues, laptop repairs, equipment exchange, or hands-on troubleshooting assistance.
How to Raise a Support Ticket
Raising a support ticket is the most effective way to get IT issues resolved and tracked. A well-written ticket with complete information helps support teams diagnose and resolve your issue faster. Follow these detailed steps to raise a ticket through the SM Portal.
Access SM Portal
Log into the SM Portal using your TCS Employee ID and Ultimatix password. Complete two-factor authentication if prompted using your Ultimatix Authenticator.
Navigate to Create Incident
On the SM Portal dashboard, click on 'Create Incident' or 'Report Issue' button. This opens the incident creation form with multiple fields to complete.
Select Issue Category
Choose the category that best describes your issue: Hardware, Software, Network, Access/Permissions, Email, Printing, Mobile Device, or Other. Accurate categorization ensures the ticket reaches the right team.
Select Sub-Category
Based on your category selection, choose the specific sub-category. For example, under Hardware, you might select 'Laptop,' 'Monitor,' 'Keyboard,' etc. This further refines the routing.
Describe the Issue
Provide a clear and detailed explanation of the problem. Include: What is happening? When did it start? What were you doing when the issue occurred? What error messages do you see? What have you already tried?
Indicate Impact & Urgency
Select the impact level indicating how many users are affected and how severely. Set urgency based on how quickly you need resolution. These determine ticket priority.
Attach Evidence
Upload screenshots showing error messages, photos of hardware issues, or any relevant files that help explain the problem. Visual evidence significantly speeds up diagnosis.
Submit and Note Ticket Number
Review all information for completeness and accuracy. Click Submit. Note down the ticket number displayed for future reference and tracking.
Include the 5 Ws: What is the problem? When did it start? Where does it occur (specific application, network, device)? Who is affected? Why is it urgent? Also include: What steps have you already taken to resolve it?
Ticket Categories Explained
Understanding the different ticket categories helps ensure your request reaches the appropriate support team quickly. Here is a detailed breakdown of common categories and what issues fall under each.
Hardware Issues
Select this category for problems with physical devices including laptops, desktops, monitors, keyboards, mice, headsets, webcams, docking stations, and other peripherals. Common issues include device not powering on, display problems, keyboard keys not working, battery issues, and physical damage.
Software Issues
Use this category for problems with installed applications, operating system errors, software crashes, performance issues, and installation/uninstallation requests. Specify the software name and version when raising tickets in this category.
Network & Connectivity
This covers internet connectivity problems, VPN issues, network drive access, slow network performance, and Wi-Fi problems. Include information about your location and whether the issue affects only you or other colleagues as well.
Access & Permissions
Select this for requests to access systems, applications, shared folders, or databases. Also use this for permission changes, account lockouts, and password resets. Include the specific system name and your business justification for access.
Email & Collaboration
For issues with email (Outlook), calendar, Teams, SharePoint, and other collaboration tools. Common issues include sync problems, meeting invite issues, shared mailbox access, and email sending/receiving failures.
Printing & Scanning
Covers issues with printers, scanners, and multifunction devices. Include printer name/location and nature of the problem (cannot connect, print quality, paper jam, etc.).
Priority Levels
Ticket priority determines the urgency and response time for your issue. Priority is calculated based on the combination of impact (how many are affected and how severely) and urgency (how quickly resolution is needed). Understanding priority levels helps set appropriate expectations.
Priority 1 - Critical
Complete business stoppage for significant users or critical processes. Examples: enterprise-wide email outage, major application failure. Response is immediate with continuous work until resolution.
Priority 2 - High
Significant impact on business operations affecting multiple users. Examples: application errors preventing work, VPN down for an entire team. Response within hours with expedited handling.
Priority 3 - Medium
Moderate impact with workaround available or affecting a single user's productivity. Examples: software installation needed, non-critical application issues. Response within one business day.
Priority 4 - Low
Minor issues with minimal impact or general inquiries. Examples: how-to questions, nice-to-have feature requests, cosmetic issues. Response within several business days.
Avoid inflating priority to get faster service. Inaccurate priority assignment leads to critical issues being delayed and erodes your credibility with support teams. If your situation changes and becomes more urgent, request priority escalation with justification.
Tracking Your Tickets
After submitting a support ticket, you can track its progress through the SM Portal. Monitoring your tickets helps you stay informed about resolution progress and ensures nothing falls through the cracks.
To view your tickets, log into the SM Portal and navigate to 'My Tickets' or 'My Items' section. Here you will see a list of all your open and recently closed tickets with their current status, priority, and assigned team.
Ticket statuses typically include: New (just submitted), Assigned (routed to support team), In Progress (actively being worked on), Pending User Input (waiting for information from you), Resolved (solution implemented, awaiting your confirmation), and Closed (fully completed).
You will receive email notifications when your ticket status changes, when comments are added, or when the support team needs additional information from you. Respond promptly to 'Pending User Input' tickets to avoid delays in resolution.
If you see your ticket stuck in a status for an extended period without updates, you can add a comment requesting update, or use the escalation process if the delay is impacting your work significantly.
Escalation Process
Sometimes issues are not resolved within expected timeframes, or the standard support process may not adequately address your situation. The escalation process provides a structured way to elevate your issue for additional attention and faster resolution.
Before escalating, verify that you have provided all requested information, responded to any 'Pending' status requests, and allowed reasonable time for resolution based on the priority level. Premature escalations are less effective and may impact handling of your future tickets.
Level 1 Escalation: Within GHD
If your ticket is taking longer than expected, first escalate within GHD. Add a comment to your ticket requesting priority review, or call the helpdesk and reference your ticket number to request escalation to a supervisor. Explain why the delay is impacting your work.
Level 2 Escalation: Management
If L1 escalation does not yield results, escalate through your management chain. Your manager can contact the IT delivery head or use management escalation channels to push for resolution. This is appropriate for issues significantly impacting project delivery.
Level 3 Escalation: Senior Leadership
For critical business impact situations, escalation can go to senior IT leadership. This should be reserved for genuine emergencies where standard channels have failed. Document all previous escalation attempts and impact clearly.
Use escalation judiciously. False or excessive escalations impact your credibility and can delay other legitimate critical issues. Always document the business impact and previous resolution attempts when escalating.
Self-Service Solutions
Many common IT issues can be resolved without raising a support ticket using the self-service resources available on the SM Portal. Self-service is faster and available 24/7, making it the best option for common, well-documented issues.
Knowledge Base
The SM Portal knowledge base contains articles with step-by-step solutions for common issues. Before raising a ticket, search the knowledge base using keywords describing your problem. Many password resets, software installations, and connectivity issues have detailed self-help articles.
Password Reset
For password resets and account unlocks, use the self-service password reset tool available on the login page. You can reset your password using registered email or mobile OTP without needing to contact GHD. Ensure your recovery options are up to date. Visit the Self Service Portal for detailed instructions.
Software Catalog
Many approved software applications can be installed through the self-service software catalog without needing a support ticket. Browse the catalog, select the software you need, and initiate installation. Administrator approval may be required for some applications.
FAQs and How-To Guides
The FAQ section addresses common questions about IT services, policies, and procedures. How-to guides provide step-by-step instructions for tasks like VPN setup, printer configuration, and software installation. Check the How to Use Self Service guide for complete instructions.
Common Issues & Quick Solutions
Before raising a ticket, try these quick solutions for common problems. These steps resolve many issues and save time for both you and the support team.
Laptop Running Slow
Restart your laptop to clear temporary files and refresh memory. Close unnecessary applications. Check if Windows updates are installing in the background. Run disk cleanup and defragmentation. If problem persists, raise a ticket for performance optimization.
Cannot Connect to VPN
Verify your internet connection is working. Restart the VPN client application. Check if your VPN certificate has expired. Try connecting to a different VPN gateway if available. Ensure your firewall is not blocking VPN traffic. Clear VPN client cache and reconnect.
Outlook Not Syncing
Check your network connection. Verify you are connected to VPN if working remotely. Restart Outlook. Check Outlook status bar for sync errors. Try switching between online and cached mode. Clear Outlook cache and rebuild profile if issues continue.
Printer Not Working
Verify the printer is powered on and online. Check if you are connected to the TCS network. Restart the print spooler service on your laptop. Remove and re-add the printer. Try printing a test page directly from printer settings.
Application Crashing
Close all instances of the application and restart it. Check for and install any pending application updates. Clear the application cache if the option exists. Run the application as administrator. Restart your laptop and try again.
Best Practices for Getting IT Help
Following these best practices will help you get faster, more effective IT support and maintain a good relationship with the GHD team.
Provide Complete Information
Include all relevant details in your ticket: device details (asset tag, model), software version, exact error messages, when the problem started, what you were doing, and what you have already tried. Complete information enables faster diagnosis.
Use Screenshots and Evidence
A picture is worth a thousand words. Attach screenshots of error messages, photos of hardware issues, or screen recordings showing the problem. This helps support teams understand the issue without back-and-forth questions.
Respond Promptly
When support teams request information or ask you to try solutions, respond promptly. Tickets pending user input for extended periods may be closed. If you are unavailable, set an out-of-office with alternate contact.
Be Patient and Professional
Support agents handle many tickets and work through complex issues. Be patient, provide requested information without frustration, and maintain professional communication. Good relationships lead to better support experiences.
Confirm Resolution
When your issue is resolved, confirm it by testing the solution and closing the ticket with confirmation. This feedback helps improve the knowledge base and validates the solution for future similar issues.
Troubleshooting Tips
Basic troubleshooting before contacting support can often resolve issues quickly. Here are fundamental troubleshooting steps that address many common problems.
The Universal Fix: Restart
Restarting resolves many issues by clearing temporary data, releasing locked resources, and resetting states. Restart the application first. If that does not work, restart your device. For network issues, restart your router/modem if possible.
Check Connections
Verify all cables are securely connected. For network issues, check if ethernet cable is plugged in properly. For peripherals, try different USB ports. For wireless devices, check if batteries are charged and Bluetooth/Wi-Fi is enabled.
Update and Patch
Many issues are caused by outdated software. Check for and install Windows updates. Update the specific application having issues. Ensure your antivirus definitions are current. Restart after installing updates.
Clear Cache and Temporary Files
Corrupted cache can cause strange behavior. Clear browser cache for web application issues. Use disk cleanup to remove temporary files. Some applications have specific cache clear options in their settings.
Test in Safe Mode
For persistent Windows issues, try starting in Safe Mode. If the problem disappears in Safe Mode, a startup program or driver is likely the cause. This information helps support teams narrow down the issue.
Frequently Asked Questions
How long does it take to resolve a ticket?
Resolution time depends on priority and complexity. Critical issues are addressed immediately with continuous work. High priority within 4-8 hours. Medium priority within 1-2 business days. Low priority within 3-5 business days. Complex issues may take longer.
Can I raise a ticket on behalf of a colleague?
Generally, tickets should be raised by the affected person as they can provide accurate details and respond to queries. However, for an incapacitated colleague or when coordinating team issues, you can raise tickets on behalf of others noting you are the contact.
What if my issue is not in the category list?
Select the closest matching category and use the description field to clarify the nature of your issue. If truly unique, select 'Other' and provide detailed description. The support team will recategorize if needed.
How do I request new software installation?
Check the self-service software catalog first for approved software. For software not in the catalog, raise a Service Request (not Incident) with business justification. Manager approval may be required for certain software.
What if I am not satisfied with the resolution?
If the proposed solution does not resolve your issue, do not accept the resolution. Add comments explaining what is still not working and request continued support. If you disagree with a resolution approach, escalate through appropriate channels.
Can I request a specific support agent?
Tickets are routed automatically based on category and skills. While you cannot request specific agents, complex ongoing issues may be assigned to a dedicated analyst for continuity. Reference previous ticket numbers for related issues.
Helpful Resources
Access these resources for IT support and self-service solutions:
- SM Portal: Primary platform for raising and tracking IT tickets
- GHD Helpline: Phone numbers available on TCS intranet for immediate support
- Knowledge Base: Self-help articles for common issues on SM Portal
- Software Catalog: Self-service software installation portal
- MyApp TCS: Mobile access to quick services
- Self Service Portal: Password resets and account management
- IT Policies: IT security and usage policies on TCS intranet