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Centralized Technical Customer Support optimizes the management of IT resources, improves service quality and user satisfaction. Application of advanced solutions and techniques in the field of ITIL \ ITSM process automation Service Desk accelerates the introduction of new IT services and reduce personnel costs, improve business processes, and hence increases the competitiveness of the company.

Our company offers services for the creation and development of customer service by implementing a flexible approach to IT services with qualified and experienced professionals. Service Desk outsourcing model allows you to quickly respond to changing customer requirements in terms of the range and volume of services consumed, which minimizes risks and reduces the overall cost of maintenance of the IT infrastructure. Determined by the contract service class defines standard parameters technical support to users, such as availability and response time Service Desk for each channel of receipt of applications.

"Leading Technology" performs a full range of services in the field of technical support users ranging from concept convert an existing service or create a Service Desk customer service "from scratch", and ending with the introduction of the necessary products and solutions emerging technical and organizational tasks.

Incident management is carried out throughout the life cycle and includes:

  •         reception and registration of user requests by phone and e-mail, an initial assessment and ranking of incidents
  •         providing technical support level 1 and / or transfer of applications for 2nd level support
  •         routing applications executing, tracking the implementation process zayavokinformirovanie users about the status of implementation of applications until their closure


Additional package of support services users also involves:

        reception and registration of applications by fax
        advanced technical support Level 1, built using problem-solving techniques
        support 2nd level, carried out by experts "leading technology"
        transfer applications to external service providers (escalation management)
        the creation of an Internet portal that allows users to monitor the status of their applications
        collection of statistical information, the release of regular and ad hoc reports
        User satisfaction survey

        proactively inform users of the most common and widespread incidents

    To find out the cost of services, select a convenient way to contact us:

  •         Call: + 7 (495) 943-20-81
  •         Ask a question online: Online consultant
  •         Write in the mail: salesvt (@) vedteh.ru 

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