Helpdesk
Helpdesk; System in which the call receiving, opening/registering, resolution within certain limits, routing, monitoring, metering, reporting and shutting down are carried out for all call-based IT operations/services that are executed/managed service.
The Helpdesk is a "single access point" that analyzes all calls transmitted within service times by customers, resolves or directs the problem within the scope of support.
The helpdesk service is subject to customer expectations and terms of service contract "Level 0” or "0 + 1” with "Customer Place" or "Remote” options can be given.
Level 0 Support: The person or technology who first receives incoming calls from the customer and transfers them to the relevant support groups/service providers for the solution. 0. Level support personnel will not work to resolve the call and the responsibilities include:
- Meet incoming call
- Save the event or request
- Transfer the event/request to the relevant support groups/service providers
- To call the customer for detailed information, to provide up-to-date and accurate information and to inform the status of the call
- Track the status of a call
- To terminate the call by confirming the customer at the point at which it was resolved
Level 1 Support: The first person receiving calls from the customer. Information library, question banks used to diagnose problems and the standard (known) solution pools created for the solution to the most common (known) problems, to solve the transmitted problems with the highest possible rate Targets. Their responsibilities include, but are not limited to, the following:
- Answering an incoming call
- Save the event or request
- To provide support at "event management" level through defined solutions to defined problems
- Escalating unresolved issues to other service providers.
- To call the customer for detailed information, to provide up-to-date and accurate information and to inform the status of the call
- To be informed about the status of the job transferred to support groups/service providers and to follow the job
Level 2 Support: The person who is technically analyzing and resolving calls from the customer. Their responsibilities include, but are not limited to, the following:
- Solve the problems that remain outside the database of existing solutions
- Save the applied solutions to knowledge base and transfer them to Level 1 support teams.
- Informing the customer about the status of the call
- To work with other vendors/service providers when necessary to solve the problem, to discuss with relevant support groups/service providers
- Preparing suggestions for improvement
Out-of-scope topics
Support, management and consultancy services for all service subcomponents, except the Helpdesk service,
For cases where the helpdesk and/or call center applications/software are provided by the customer;
- Problems arising from such software/applications, interruptions,
- License costs, update, development and maintenance of the software in question.
For helpdesk services, which aims to execute all it call processes in accordance with the process of execution of the IT call management process, requesting to take out the burden of user it calls to a certain intensity and/or scattered locations Companies in all sectors with and/or mobile users constitute the target audience.