The Help Desk handles any type of intervention request, providing an effective solution alongside the user. The assistance is monitored through a reporting aimed at reviewing all activities: resolution of blocking activities for the user's operation, maintenance interventions on the application, setup changes and more.
The request for intervention by the customer can be done through the web portal Support, via e-mail or telephone. An automatic e-mail will inform the customer of the ticket booking.
Tickets are promptly handled by the help desk resources, who carry out the support activity from the analysis to the resolution.
The type of assistance is generally divided into three typologies:
At the end of the intervention, the customer receives communication about the task completion, and is requested to verify and send a feedback about the correct ticket resolution.
At the end of the process, an email will be sent automatically to the customer reporting the resolution and the closing of the ticket.
Customer relationship is at the center of the Help Desk activities, and all resources are involved in this process by focusing on the following points:
Depending on the agreements with the customer included in the Application Maintenance, the help desk sends the invoices of the processed tickets by mail periodically.
The Help Desk service provides customers with a direct channel, consulting and technical support from a qualified team.