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

1
Dedicated assistance to every single project

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.

2
Rapid reaction time and expert assistance

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.

3
Our offer is perfected on constant basis

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.

4
Constantly, all year round

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.

5
Fixing a given problem at its very roots

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:

  • Hotline
  • Email
  • Website form

Advantages

<br />
<b>Notice</b>:  Undefined index: krok_tytul in <b>/var/www/html/www.eskom.eu/wp-content/themes/eskom/template-parts/category-benefits.php</b> on line <b>23</b><br />

Greater satisfaction of users

Our services are provided by carefully selected experts, with the right competences, verified by our HR outsourcing staff

<br />
<b>Notice</b>:  Undefined index: krok_tytul in <b>/var/www/html/www.eskom.eu/wp-content/themes/eskom/template-parts/category-benefits.php</b> on line <b>23</b><br />

Enhanced productivity of staff

Acute focus and pro-active approach to the provision of services, as well as reduced negative impact on business affairs

<br />
<b>Notice</b>:  Undefined index: krok_tytul in <b>/var/www/html/www.eskom.eu/wp-content/themes/eskom/template-parts/category-benefits.php</b> on line <b>23</b><br />

Enhanced availability

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.

<br />
<b>Notice</b>:  Undefined index: krok_tytul in <b>/var/www/html/www.eskom.eu/wp-content/themes/eskom/template-parts/category-benefits.php</b> on line <b>23</b><br />

Better management and control of infrastructure

Better use of IT support resources

Project-related assignments

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

https://www.eskom.eu/wp-content/uploads/2020/04/icon_-_150_certyfikató-1.png
150+ engineer certificates
/wp-content/uploads/old/icon_-_23_partnerstwa.png
23 technological partnerships
/wp-content/uploads/old/icon_-_15_lat.png
15+ years of experience

SERVICES

17+

Years of experience

60+

Specialists involved

2

ISO certifications

4

Data processing centers

24

/

7

/

365

24/7 L1 and L2 service care

200+

Customers

24+

Technology partners

6

Competent departments