01.03.10 Thumbs-Up To New Helpdesk Workflow
Our improved workflow is designed with the customer in mind, the workflow is tailor made around the customers support requirements.
Our improved workflow is designed with the customer in mind, the workflow is tailor made around the customers support requirements. For case creation we have four ways a client can report a incident, once a case is raised, our help desk personal will verify the incident, this will need authorisation from the customer, our work flow is again designed to work seamlessly with the customer organisation, so you pick who in the company is responsible as the main contact, self Authorised. This allows the case to be authorised even if the main contact is not around to do so. Once the Authorisation email is received then our engineers work to resolve the issue, if our 2nd level engineers are having problems, then this is escalated to a manager, 3rd level or depending on the type of fault. So we can resolve the cases promptly.