Help Desk Services
An indispensible process component for efficient operation of your UC solution
BUSINESS TASK
Handling increasingly complex communication solutions and applications often leads to questions or problems that require help from a specialist. A lack of support in the required quality can lead to a considerable loss of time, problems with settings and financial losses. For efficient operation of your communication solution that also satisfies your users, a single-point-of-contact is required for processing all inquiries. In this respect, it is of particular importance to consider your specific business requirements and to obtain quick, competent and SLA compliant answers to the inquiries from your key users and end users.
YOUR BENEFIT
Increase Productivity
By competent problem-solving, employees are immediately put in a position to continue to use their UC applications without delay. In this regard, the respective SLAs serve as a basis.
Employee Satisfaction
Your employees can fall back on our competent and service oriented hotline team. Problems are remedied within a short period of time.
Process Efficiency
Centralized knowledge management in the help desk enables us to ensure that shared know-how is used efficiently. In the event of a disturbance, our network documentation enables a quick diagnosis and remedy of the error – starting at the help desk.
GfK System GmbH…
…offers a help desk that is tailored to your specific needs and that provides local expert teams for your use.
OUR DELIVERABLES
concerns) in connection with the service components defined in the management service contracts. All incidents reported over the Damovo Call Center via Email, telephone call, fax, E-Form or Automatic Alarm Transfer are entered in the Trouble-Ticket-System “CRM” for further processing and, when required, forwarded to the 2nd level support.
Basic Services
- User support and hotine
- Incorporation of change requests (moves, additions, changes)
- Registration, documentation and forwarding of all requests
- Diagnosis and over-the-phone elimination of errors with regard to
operation, configuration, network and integration - Immediate remote support and/or initiation of a technician service call
- Preventative over-the-phone information about common errors and
their cause as well as measures for avoiding them - Information about improvements and enhancements for your user
software - Documentation of the service features
- Guaranteed level of service:
Within a maximum time of 1 hour of your call, you will be able to talk to a responsible and specialized employee at the help desk over the phone
99% of all inquiries and technical problems are solved within the stipulated SLAs.
The help desk is available 24 hours a day, 7 days a week and 365 days a year.
The international help desk takes calls in English and German.
Other Help Desk languages for Europe or Asia can be made available if required.
The Help Desk Service provided by GfK System GmbH is available in two basic models:
Qualified Help Desk, which is used by your IT-Administrators;
End-User Help Desk, that handles inquiries from your employees.