IT Services
Our Technical Assistance Services offer close-up details for every call received, starting with incident reporting and all the way to its successful remedy/repair and implementation.
Technical Assistance begins as Help Desk receives the call. A ticket of call management is assigned for each technical incident through the Support HQ application, followed first by an attempt to solve the demand with Knowledge-Base.
If the incident is not closed by our Help-Desk operators, the call is managed by a Service-Desk technician/engineer in order to resolve the incident remotely through a VPN secured connection or on-site.
Each solution implemented during the intervention is entered in our database (Knowledge-Base) in order to serve at solving future incidents at Help Desk level, also optimizing the technical assistance process.
Throughout the existence of a technical assistance ticket, users can observe each step of the process through a dedicated account for the company. They can thus trace the time of the intervention (MTT Respond), the resolving time (MTT Respond), the assigned technician/engineer, as well as the methods and procedures used to solve the incident.
The Support HQ application can also generate reports and statistics on the status of equipment, consumables, warranty periods, inventory of equipment and related software licenses.
Also through the application Support HQ can be generated reports and statistics referring on the status of equipment, consumables, warranty periods, inventory of equipment and related software licenses.
Help Desk
Objective: minimizing the number of interventions in the field by finding fast and efficient solutions
Roles:
- Receiving calls
- Triggering interventions
- First level of diagnosis
- Level 1 support
- Solveing the incident by phone with knowledge base
- Reporting
IT Management
Objective: maintaining a functional IT environment and adapting to business needs
Roles:
- Making preventive visits
- Establishing and tracking performance indicators
- Checking Help Desk and Service Desk activities
- Tracking sheets, risks, recommendations and actions
- Providing advice on purchasing new equipment
- Manageing backup issues
- Manageing data and configurations
- Manageing equipment and licenses
Service Desk
Objective: Solving level 2 incidents with high efficiency remotely or on-site
Roles:
- Receiving incidents escalated by Help Desk
- Level 2 diagnosis and support
- Solving incidents remotely and in the field
- Closing the incident and updating the knowledge database
- Notifying the IT Management Department about the stock modification
Technical assistance application
Advantages:
- Online access 24/7
- Secured and customized account
- Real-time tracking of ongoing interventions
- Available to all customers with silver, gold or platinum subscriptions
- Ability to create on-line interventions
- Knowing the assigned technician assigned and possibility to renew the application
- Generating historical, reports, statistics and exports
- Tracking the evolution of the IT infrastructure
