Help Desk
An Affordable Advantage
The Sovran Help Desk is committed to providing end-user support with the philosophy that predictable, repeatable workflow processes will lead to a distinct improvement in customer satisfaction levels. The analysts will greet every caller quickly and professionally and will possess the appropriate customer service skills to make customers feel comfortable throughout the call. Sovran Help Desk Service begins with information gathering as well as advanced troubleshooting/triage and advanced-question/answers. Activities include advanced troubleshooting and diagnostics, initiation of remote control, and/or shut-down and reboot/restart procedures, and, possibly, product enhancements. A thorough attempt will be made to resolve the issue using knowledge, experience and the use of readily available industry-standard tools and resources. The goal at this level is to resolve issues within 10 minutes.
Incident Management
Sovran Help Desk follows the Help Desk Institute’s industry best-practices for the incident-management lifecycle of the call/problem process.
Typical issues resolved:
- Spyware or virus cleaning from PCs
- Software/application-related incidents on Microsoft, Novell, Citrix from the desktop level
- Printer-related problems such as mapping, drivers and connectivity
- Incidents related to a network such as log in and response issues
- Core competency product set incidents for Microsoft, Novell, Citrix and Cisco
Reports delivered through the portal: Customers use the portal to view daily, weekly and monthly reports, including:
- Incident reports (calls taken) per day, week and month, sorted by problem, cause and repair codes.
- Problem reports per day, week and month, sorted by severity, location, problem, cause and repair.
The portal allows 24-hour access to this database. Customers can run reports, track problems and view technician notes ― all online.
Additional Information: