RMO No. 35-2020: Prescribes the policies, guidelines and procedures in providing Regional Technical Support

Key points

1. RTS personnel. Regional Offices assign IT functions to RTS personnel holding IT positions (Computer Maintenance Technician II and Information Systems Analyst II) or to other technical personnel with the needed experience and expertise.
2. Service Desk access and logging. The RTS Team gets access to the BIR Service Desk System once Form 0044 is submitted. All issues, including those of the CAATTS laboratory, are logged in the System.
3. Administrative account privilege. The Revenue Data Center (RDC) Helpdesk Analyst evaluates each issue to decide whether to grant administrative privilege. Access is valid for one (1) day and may be extended, and every request or extension is reported in the System.
4. Closing out an issue. RTS personnel fill up the Service Completion Report and Incident Report/Service Request Form and have the end-user sign. A scanned Service Completion Checklist is attached to the incident report.

Who is affected

• Regional and district offices
• RTS personnel
• RDC Helpdesk Analyst

Deadlines and effectivity

• Administrative access valid for one (1) day, extendable