Organizational Structure of ANECT Technical Support
In order to be able to support the customers ANECT has established a special organizational unit - Technical Division. Its line of business is exclusively providing technical support at professional level.
The employees of the ANECT Technical Division are subdivided into several so called support groups, each group having its own technology focus which falls within the portfolio of technical products supported by ANECT. Each support group is able to provide the services in the 24x7 mode - 24 hours a day and 7 days a week.
Picture 1 Organizational Structure of ANECT TS
ANECT TS - dispatching center ( Service Desk) is responsible for managing the activities of ANECT TS and for documenting the communication with the customer during the process of the customer's request resolution.
One of the TS ANECT services is a supervision center whose operators need to be able to handle a wide range of technologies that ANECT supplies in order to be capable of monitoring and analyzing potential issues and to deliver basic technical services in the monitored IS.
ANECT provides a special service where a dedicated employee is specified to the customer in order to deliver an above-standard service. The employee deals with the overall technical support of all portions of the customer's IS that ANECT supports. He has a cross-section knowledge of the technologies that ANECT has been implementing with a special focus on the technologies that prevail at that particular customer.
