End-user support
End-user support activities consist in providing the user with first-level assistance in solving problems related to the use of the client’s applications and systems
For this service, our support team responds to your requests and problems, records relevant information and, where possible, provides for resolution in the perspective of One Call Resolution; differently, it scales accidents to any expected service levels (SLA). It monitors the outcome of the solution to the reported problem and records the resulting customer satisfaction.
Fast, professional and efficient customer service support
End-user support activities consist in providing the user with first-level assistance in solving problems related to the use of the client’s applications and systems
For this service, our support team responds to your requests and problems, records relevant information and, where possible, provides for resolution in the perspective of One Call Resolution; differently, it scales accidents to any expected service levels (SLA). It monitors the outcome of the solution to the reported problem and records the resulting customer satisfaction.
Fast, professional and efficient customer service support
How does the Team operate?
The team is responsible for analysing the reported problem, identifying the error and attempting to resolve the anomaly by phone, also using remote assistance tools.
Applies the basic knowledge of the systems and/or applications in use to respond to user requests and resolve incidents following established procedures.
It systematically interprets user problems by identifying solutions and possible side effects.
Uses the experience to identify user problems and question the knowledge base to find possible solutions.
Scales complex and unsolved problems to a higher level and, where present, communicate their evolution and conclusion to the Service Desk.
System Innovation is able to:
- Effectively interrogate users to identify the reported anomaly correctly
- Analyze the effects of the anomaly to identify the area where user errors or technical failures occur
- Develop the support tools needed to systematically track the cause of the error or technical failure
- Communicate clearly with the end user and provide instructions on progress in troubleshooting
- Record and decode issues to support the growth and integrity of the knowledge base
How does the Team operate?
The team is responsible for analysing the reported problem, identifying the error and attempting to resolve the anomaly by phone, also using remote assistance tools.
Applies the basic knowledge of the systems and/or applications in use to respond to user requests and resolve incidents following established procedures.
It systematically interprets user problems by identifying solutions and possible side effects.
Uses the experience to identify user problems and question the knowledge base to find possible solutions.
Scales complex and unsolved problems to a higher level and, where present, communicate their evolution and conclusion to the Service Desk.
System Innovation is able to:
- Effectively interrogate users to identify the reported anomaly correctly
- Analyze the effects of the anomaly to identify the area where user errors or technical failures occur
- Develop the support tools needed to systematically track the cause of the error or technical failure
- Communicate clearly with the end user and provide instructions on progress in troubleshooting
- Record and decode issues to support the growth and integrity of the knowledge base