Processing Request for Technical Support
The ANECT TS dispatcher center accepts all kinds of requests from customers for technical support.
These may be:
- Incident, when a sudden failure of the HW or the SW has occurred which needs to be repaired as soon as possible using all available means.
- Issue, when an incident of the same kind occurs repeatedly and analysis of the possible causes is needed and solution to the problem is suggested.
- Request for Change, when the customer requires carrying out changes in HW or SW configuration, in a process, features etc., the need for which is not caused by an immediate. failure of a particular part of the IS.
- Request for consultancy, when the customer requires a special advice regarding the operation of his IS.
- Request for operational support, when the customer requires IS parameter changes.
All requests from customers are registered in the form of trouble-tickets in ANECT HelpDesk. All activities related to the efforts to resolve a given issue are also registered here by the employees of ANECT TS. In addition all communication with the customer concerning a given case is also documented here.
The ANECT TS dispatcher after receiving the request checks which contractual terms had been agreed with the customer for providing support services of the TS and based on the type, priority and the content of the request he specifies a solver. The solvers are employees of ANECT TS.
The solver carries out the analysis of the request and sends the information about the proposed solution to the customer. If they agree on the means and time of the solution, the solver starts solving the request. The customer is informed either by phone or through email of the problem resolution and he also receives an automatic email from the HelpDesk.
In case of a request for change where it is necessary to make a thorough analysis first, as well as planning the terms, costs and priorities, the customer is informed about the options and the form of possible solution is discussed. This may result in a larger action requiring project management.
If the request has not been successfully resolved or if the problem has occurred repeatedly then the trouble ticket may be escalated through the ANECT TS dispatcher to another employee of ANECT who continues to resolve the problem.
The trouble ticket may be passed on to an external organization which will cooperate on resolving the request (for example international TS centers of HW/SW manufacturers), however the issue still remains on the record in the ANECT HelpDesk system and the solver - the ANECT TS employee - remains as a responsible person accounting to the customer for resolving the case.
The following picture shows a possible escalation of the request to the technical support center based on the technology area. Up to the second level of support the request is escalated within ANECT and if it is not solved there then it is passed on to some of the international centers of technical support operated by HW and SW manufacturers.
Picture 2 Process of Escalation of the Request for the Technical Support
The duration of activities carried out during the process of resolution of all types of requests are automatically measured by HelpDesk based on the change of the status of the given trouble-ticket until the case is successfully resolved. HelpDesk in turn provides statistics about the level of fulfillment of the technical support services by ANECT.
The customers are able to continuously monitor the progress of resolution of their cases on https://www.anect.com/helpdesk and use all agreed means of communication with ANECT TS (control) dispatching center to change, modify and complement their requests.
After ANECT has resolved the case the customer is invited to give the opinion on the handling of the case and to provide the evaluation on the satisfaction scale. This information serves the ANECT management for monitoring the quality of the provided technical support services.
The employees of the ANECT TS then enter all changes in the configuration of the customer's HW/SW to the Electronic Operational Documentation. It is an application developed by ANECT used for documenting all devices that are supported in the customer's information systems.
Every request received by TS is watched on the company management level. If the agreed service level agreements are not met they are, through HelpDesk, automatically escalated to the company management which will start to act towards resolving the issue in the shortest possible time.
