Our expert Technical Services Help Desk staff, certified by the International Help Desk Institute, provides superior service when it comes to resolving clients' technology issues. In fact, 80 percent of service problems are handled with just one phone call, while approximately 20 percent may require Tier 2 or 3 support. A small percentage involves critical issues that may impact a client's services, and are escalated to management attention. A team is then dispatched to our Severity 1 War Room to begin problem determination. The problem management coordinator communicates status to the customer until resolution is complete. In addition and when needed, staff members can take control of a remote user's PC in order to resolve a problem with hands-on help.
Issues Management
Antares' automated help desk technology provides continual, ‘round-the-clock' support, automated communication, and ongoing inquiry tracking and reporting. Problem management software is used for the tracking, assignment, notification, escalation and reporting of each issue, according to the following process:
- Once an issue or problem is identified, it is immediately posted to the issues log.
- The issue is thoroughly investigated by clarifying and collecting documentation and measurements. Any recommended resolutions are also well-documented. Findings are then validated with relevant parties.
- The client account manager, Antares project manager and relevant parties meet to review the findings and negotiate an issue resolution agreement. There are three viable outcomes: the issue is resolved, the issue requires further investigation or the issue is escalated to the Client Steering Committee.
- Antares maintains a log of issues raised throughout the duration of Antares' project or service delivery contract. A list of open issues and those closed within the past month are attached to weekly project management status reports and monthly Steering Committee status reports. The content, investigation findings and outcome are documented on the issue resolution form for each issue.
The account manager maintains high visibility for critical issues through status reporting and issues logs, until the issue is resolved.