NEEDS
In today’s operating environment, business processes depend on the stability and reliability of IT systems and do not allow interruptions and delay the production or service processes, you need to ensure rapid diagnosis and ways of solving problems (in the shortest possible time) with network equipment and services of IT system before you start to work properly. Department of technical support is first one to whom you will report the problem, and it will as soon as possible try to detect a problem, suggest a solution and check whether the above solution really eliminate the problem reported.
RESOLUTION
Submitted incident is defined as a problem that is not part of standard business processes, and is causing significantly reduced quality of service. Each reported incident (problem received by the user) receives employee technical support. Customer explains the problem, and in accordance with priority agent passes it to their specialists. The whole team together is doing their best trying to detect the problem, find the solving process and resolve problem as soon as possible, or forward it to the appropriate engineer or to higher levels of support.
ADVANTAGES
Customers with whom they have agreed upon technical support is available to contact technical support at any time. Services response time depends on the agreed SLA (Service Level Agreement) contract, and the levels of notification which are implemented according to international standards (ITIL, MOF, MSF).
Each problem solved is checked with the user in order to enter observations and solutions in the CRM system. They will do everything posible to eliminate similar problem in the future.