Help Desk

Help Desk

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.

Workforce Management

Our experts enable custom-defined workflows that govern the automatic routing of your workflow events related to a reported incident.

Workflow Management

We manage the availability, capacity, assignment, tracking and automated notification of support personnel to workflow activities.

Problem Management

Our solution links incidents to facilitate statistical analysis of problem patterns in order to implement proactive measures that minimize the impact of future incidents.

Email Incident

We can automate the generation of an incident via receipt of an email sent to a particular email address.

Quick Incident

Our solution accommodates the quick journal entry of a reported incident – without completing the necessary data entry requirements.

Satisfaction Surveys

We can automatically initiate a survey based on your business rule configuration, upon closing an incident.

SLA-Based Escalations

Our experts will help you manage the automated performance tracking and reporting escalations associated to incidents for transactions that exceed SLA thresholds.

Project Assignment

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.