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 dtotvm@ikm.org.in
Kollam Jayamon D 9895148696 dtoklm@gmail.com
Pathanamthitta Reni Rajan 9567666591 dtopta@ikm.org.in
Alappuzha Najeeb U 9947108917 dtoalp@ikm.org.in
Kottayam Prasanth V L 9895469037 dtoktm@ikm.org.in
Idukki Jomi Paul 9961666250 dtoidk@ikm.org.in
Ernakulam Basildas Lee Zacharia 9895185283 dtoekm@ikm.org.in
Thrissur Abdussalam K 9447385289 dtotsr@ikm.org.in
Palakkad Sivaprasad C 9895466322 dtopkd@ikm.org.in
Malappuram Aris P 9744605506 dtomlp@ikm.org.in
Kozhikkode Sudhesh M P 9544506640 dtokkd@ikm.org.in
Wayanad Sujith K P 9961562229 dtowyd@ikm.org.in
Kannur Sharafudheen K M 9544400939 dtoknr@ikm.org.in
Kasargod Pratheesh P K 9605351344 dtokgd@ikm.org.in

District Co-ordinators

District District Co-ordinator Mobile Email
Thiruvananthapuram Shibu P S 9447586443 dctvm@ikm.org.in
Kollam Shibu P S 9447586443 dcklm@ikm.org.in
Kottayam Vedavyasan P R 9746476550 dcktm@ikm.org.in
Idukki Vedavyasan P R 9746476550 dcidk@ikm.org.in
Ernakulam Manojkumar V 9446462637 dcekm@ikm.org.in
Thrissur Manojkumar V 9446462637 dctsr@ikm.org.in
Palakkad Mercy Mathew 8547809333 dcpkd@ikm.org.in
Malappuram Rajan M P 9744505504 dcmlp@ikm.org.in
Kozhikkode Mercy Mathew 8547809333 dckkd@ikm.org.in
Wayanad Mubarak K 9496842877 dcwyd@ikm.org.in
Kannur Roshy K K 9895708413 dcknr@ikm.org.in

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: