HelpDesk / ServiceDesk
Technical assistance provided to users in performing everyday activities translates into rapid reaction to unexpected turns of events. Service desk department staff are there to fix your problem in no time, so that you may enjoy corporate functionality as soon as possible.
Process of service activation
Dedicated assistance to every single project
Customer Service Centre (SpoC) dedicated to cope with each individual project fixes problems or escalates requests. It’s also a cornerstone underpinning reporting of progress of requests requiring attention, of service downtime and of performed IT environment maintenance.
Rapid reaction time and expert assistance
Operating in the model of 3 support lines based on ITIL methodology, guarantees rapid reaction time to incidents, and when appropriate, commitment of an expert in problem solving process.
Our offer is perfected on constant basis
Top quality of service is an outcome of service improvement process while availing of the monitoring of effectiveness of incident management, reporting of incidents to clients, probing client satisfaction and continuous drive to suggest improvements in the entire process.
Constantly, all year round
Managing incidents in 24/7/365 mode facilitates fastest possible recovery of IT service to beneficiaries. It also serves to curtail their negative impact on business affairs.
Fixing a given problem at its very roots
Pro-active managing of problems serves as a precaution in preventing the occurrence of incidents and it secures against recurring incidents underpinned by one and the same factor.
Along with the implementation of a choice of services from the catalogue, we also provide special-purpose post-implementation assistance, thus securing the stability of the infrastructure and of its components, maintaining business continuity in the process.
The communication between users and Service Desk proceeds through the following communication channels:
- Website form
Greater satisfaction of users
Our services are provided by carefully selected experts, with the right competences, verified by our HR outsourcing staff
Enhanced productivity of staff
Acute focus and pro-active approach to the provision of services, as well as reduced negative impact on business affairs
Setting a single point of contact, communication and information (SPoC) contributes towards better quality of service and reduced reaction time to the requests of clients and users, alike.
Better management and control of infrastructure
Better use of IT support resources
We have at our disposal the know-how and resources making possible devising and accomplishment of assignments related to IT infrastructure. A broad portfolio of firms staying in co-operation facilitates in accomplishing in a comprehensive manner of any assignments to do with commencement, modernization and shifting of business activity. Each project-type assignment is planned in detail and co-ordinated by an experienced Project Manager, who represents the only point of contact for client and who possesses complete knowledge on the work progress and on the status of individual activities.
Top quality and security
HelpDesk (Contact centre)
HelpDesk service offered by ESKOM is developed for entities looking for continuous, constantly available support from qualified experts in the field of hardware and software.
HelpDesk (Report Registration System)
Report Registration System is a solution developed for centralised collection of all user reports that enables a monitoring IT expert in an organisation by contact with the HelpDesk.
The ESKOM remote support service as dedicated for the enterprises and institutions interested in establishing permanent co-operation based on the capacity of our ESKOM engineering team to access their devices on a remote basis.
User environment administration (Desktop Management Service)
The desktop management service offered by ESKOM is created for companies and institutions looking for constant and complex support for work stations, laptops, peripheral devices as well as other components of IT infrastructure and software.
Update of the user’s environment (Desktop Update Service)
The update of the user’s environment (desktop update service) is designed for entities looking for expert IT support for tools of trade of their staff.
Installation of end-user workstation environment
The offer includes IT services to optimally prepare your workstation environment, thanks to which your employees can effectively perform their duties without fear of disturbances resulting from incorrect device or system installation or configuration.
Internet access management
Internet access management offered by ESKOM consists in a range of actions aimed at providing your organisation with efficient use of access to World Wide Web.
Antivirus system (workstations)
Antivirus protection is an indispensable part of IT infrastructure security in every organisation. Entrusting it to experienced ESKOM specialists guarantees optimal antivirus system implementation and maintenance on workstations.
IT office equipment management
The service of IT office equipment management offered by ESKOM is to provide the Client’s organisation with constant and professional supervision over devices that are used on everyday basis in a company or institution.
Knowledge base maintenance
The more extensive the team knowledge on IT solutions used at work, the higher its efficiency. The basis for acquiring necessary competence should be a clear and transparent knowledge base easily accessible at all times.
Identity and system access management
Identity and access management introduces order and clear procedures for granting rights to users from particular position groups.
User rights management
This service is developed for organisations looking for expert assistance in the process of user right management which results in enhancement of key data protection which can be accessed sole and only by selected users.
Hardware, software and licence audit
The proposed by ESKOM audit service of software, licence and hardware is developed for organisations looking for optimisation methods of their IT resources.