Help Desk and Support Services

For Capital Market Sector

Customer Service – Part of the Solution

Overview

<p class="MsoPlainText">We monitor, detect, and respond to support calls to fix incidents, isolate problems, and enhance performance within predefined service level agreements that meet our customers' mission-critical requirements.&nbsp;</p><p><span style="color: rgb(51, 51, 51);">We achieve efficient resolution of issues via our<span style="font-weight: bold;">&nbsp;</span></span><span style="color: rgb(218, 161, 6); font-weight: bold;">Multi-tier Support system</span></p><p class="MsoPlainText"><span style="color: rgb(35, 82, 124); font-weight: bold;">1.Tier 1: Help Desk operators</span></p><p class="MsoPlainText">Help desk operators provide general directory information and route incoming calls to first line support or support queues.</p><p class="MsoPlainText"><span style="font-weight: bold;">&nbsp;<span style="color: rgb(35, 82, 124);">2. Tier 2: First Line Support</span></span></p><p class="MsoPlainText">Majority of cases resolved by first line support, who close case and update with documentation of the solution to allow other support to reference in the future. If the issue needs to be escalated, it will be updated, noting what was attempted by the first level support and dispatched to second level support.&nbsp;</p><p class="MsoPlainText"><span style="font-weight: bold; color: rgb(35, 82, 124);">3. Tier 3: Second Line Support</span></p><p class="MsoPlainText"></p><p class="MsoPlainText"><span courier="" new""=""></span></p><p></p><p class="MsoPlainText" style="box-sizing: border-box; margin: 0px 0px 10px; color: rgb(0, 0, 0); font-family: " open="" sans",="" sans-serif;="" font-size:="" 13px;="" font-style:="" normal;="" font-variant-ligatures:="" font-variant-caps:="" font-weight:="" 400;="" letter-spacing:="" orphans:="" 2;="" text-align:="" start;="" text-indent:="" 0px;="" text-transform:="" none;="" white-space:="" widows:="" word-spacing:="" -webkit-text-stroke-width:="" text-decoration-style:="" initial;="" text-decoration-color:="" initial;"="">Second Line support is formed of highly skilled technical support staff of the product or&nbsp; product engineers/developers&nbsp;</p><p class="MsoPlainText" style="box-sizing: border-box; margin: 0px 0px 10px; color: rgb(0, 0, 0); font-family: " open="" sans",="" sans-serif;="" font-size:="" 13px;="" font-style:="" normal;="" font-variant-ligatures:="" font-variant-caps:="" font-weight:="" 400;="" letter-spacing:="" orphans:="" 2;="" text-align:="" start;="" text-indent:="" 0px;="" text-transform:="" none;="" white-space:="" widows:="" word-spacing:="" -webkit-text-stroke-width:="" text-decoration-style:="" initial;="" text-decoration-color:="" initial;"=""><br></p>

Our Service Includes

  • Remote diagnostics support by phone, email or a remote tool
  • Online remote support via dedicated DSL line
  • On Site support when required
  • Dedicated Support phone lines
  • Call recording and Monitoring via a comprehensive call recording and monitoring solution.
  • Case management, automated routing and queuing of calls for resolution, escalations or re-assignment
  • Multi-tier Support system
  • Silver and Gold SLA for mission critical customers
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