DIMS Engineer

Making IT Incident management simpler and efficient than ever before, with DIMS. Managing IT incidents and notifying customers after days is a thing of the past. DIMS Application allows our engineer to answer customer requests to the earliest and provide them with the most suitable and appropriate support service.

Here’s a short brief about the application

• Once the customer has logged in the servicer request, engineers will receive a notification on their application.

• They have to accept or reject the request within 15minutes.

• Engineers are assigned on the basis of factors - location, issue category, skill and call volume/requests assigned to the engineer.

• GPS coordinate finder is used to locate the engineer for auto assigning.

• If the engineer accepts the request, the customer can track the engineer on the application.

• If the request is rejected, it will be automatically forwarded to the Incident Manager and Incident Manager will assign it to a new engineer.

• After reaching the customer’s place, the engineer has to update the request status on the application, if it is resolved or pending.

• Once the status is updated the service request will be aligned for next action.

Our aim is to provide our customers with nothing but the best after services, this is exactly what DIMS is for. It is a very easy to use yet intelligent application that will help us resolve customer’s service requests to the earliest possible.