Help Desk

A Help Desk System based on VoIP phones is functioning at the IKM head quarters for providing technical support to all queries related to application software deployed in the local bodies and hardware and networking issues that emanate from the local bodies across Kerala. Call tracking and call logging is possible by using this system, which will enable the experts to follow up the call and thus ensuring customer /caller satisfaction. Currently this team provides support during office hours. However it is contemplated to provide round the clock support in the near future.

The call centre of a Voice Over IP enabled system, with provision to connect analog phone and IP phones. All the telephones allotted in the call centre are VoIP telephones with full computer-telephony integration. A Customer Relationship Management (CRM) software is also linked to the telephone system for properly managing the calls.

The “customers” include the staff of local governments and the field personnel of IKM.A bug reporting system can also be implemented in IKM to report bugs/ feature requests to the Software Development and LoBE divisions.

District Level e-governance Helpdesk for LSGI's

District Technical officers

District District Technical Officer Mobile Email
Thiruvananthapuram Prasanthkumar T 9895708411
Kollam Jayamon D 9895148696
Pathanamthitta Reni Rajan 9567666591
Alappuzha Najeeb U 9947108917
Kottayam Prasanth V L 9895469037
Idukki Jomi Paul 9961666250
Ernakulam Basildas Lee Zacharia 9895185283
Thrissur Abdussalam K 9447385289
Palakkad Sivaprasad C 9895466322
Malappuram Aris P 9744605506
Kozhikkode Sudhesh M P 9544506640
Wayanad Sujith K P 9961562229
Kannur Sharafudheen K M 9544400939
Kasargod Pratheesh P K 9605351344

District Co-ordinators

District District Co-ordinator Mobile Email
Thiruvananthapuram Shibu P S 9447586443
Kollam Shibu P S 9447586443
Kottayam Vedavyasan P R 9746476550
Idukki Vedavyasan P R 9746476550
Ernakulam Manojkumar V 9446462637
Thrissur Manojkumar V 9446462637
Palakkad Mercy Mathew 8547809333
Malappuram Rajan M P 9744505504
Kozhikkode Mercy Mathew 8547809333
Wayanad Mubarak K 9496842877
Kannur Roshy K K 9895708413

State level Helpdesk

3-tier mechanism of the Help Desk is as follows:

  1. Inbound Call Center - Team for attending calls
  2. Testing Center - Team for testing
  3. Solution Center - Team providing solutions

Related Websites: