The organisations using large number of business applications face challenges managing such applications inhouse and increases burden on IT.
Softenger offers Customised Level 0, Level 1, Help Desk Support services that includes.
- Filters Help Desk calls and provides basic support and troubleshooting, such as
- Password resets.
- Printer configurations.
- Execute Break/fix instructions based on knowledge base.
- Catch & Dispatch - Gathers and analyzes information about the user’s issue and determines the Ticket routing and escalation to Level1, Level 2 and Level 3 support as required based on complexity of issue.
- Escalate to IT applications support or calls for outside vendor maintenance.
- Maintain & Manage Knowledge base.
- MIS Reporting