The Help Desk component of our IT Telecommunications Management solution focuses on the restoration, replacement and break/fix of services to normal operation as quickly as possible. Self-service portals facilitate automated authorization and identification; satisfaction surveys and performance metrics are analyzed to ensure proper levels of quality and availability are maintained.
Help Desk includes the following capabilities:
Self Service Portal
Our solution accommodates the initiation and tracking the lifecycle of an incident through an on-line portal.
Our experts enable custom-defined workflows that govern the automatic routing of your workflow events related to a reported incident.
We manage the availability, capacity, assignment, tracking and automated notification of support personnel to workflow activities.
Our solution links incidents to facilitate statistical analysis of problem patterns in order to implement proactive measures that minimize the impact of future incidents.
We can automate the generation of an incident via receipt of an email sent to a particular email address.
Our solution accommodates the quick journal entry of a reported incident – without completing the necessary data entry requirements.
We can automatically initiate a survey based on your business rule configuration, upon closing an incident.
Our experts will help you manage the automated performance tracking and reporting escalations associated to incidents for transactions that exceed SLA thresholds.
We’ll help you manage the tracking of all incident transactions associated to a particular project (e.g. new building, bulk activations, changes, disconnections, etc.).
Go one better with Help Desk – contact Calero today.