SciSys' support services are provided via a network of support centres located within the UK. At each location a Service Desk is the hub for our range of services. Our established working procedures are based on ITIL best practice and are used to deliver a consistent approach to service delivery. The Service Desks may be contacted by end users seeking help and guidance in the use of their application and to report any issues and problems experienced in the operation of their systems.
all types of application problems
The Service Desk will :
- Receive and record all help requests
- Provide guidance and help in the use of the system and provide 1st level fixes
- Co-ordinate the investigation and resolution of help calls with 2nd and 3rd level support teams
- Track and monitor the progress of all help calls and provide regular updates to the user
- Maintain and report on service performance statistics
- Escalate service performance issues to senior management
Support requests to the Service Desks can be made by telephone, e-mail or fax. Dedicated contact numbers and e-mail addresses can be set up for individual clients. The Service Desks are generally available between the hours of 8.00am to 6.00pm, Monday to Friday, excluding Bank Holidays, but where there is requirement for extended services, either on a temporary or permanent basis, SciSys can provide full 24 x 7 cover.
Where customers already have a established Service Desk infrastructure, perhaps provided by another party, SciSys as a flexible service provider is happy to integrate application support services within such a regime and so facilitate a seamless service to the end user.
