We group these services under two main headings: Level 0 Support Services and Level 1 Support Services.
1) Level 0 Support Services (Call Management)
We receive problem calls reported to us by our customers’ end users or by the call centre. We log the problems reported to us in the help desk system and follow them up.
2) Level 1 Support Services (Remote Support)
These are call-based support services, run and managed in line with defined service levels, to make sure our customers’ “user-side” products and systems – PCs, notebooks, printers, scanners, network products, peripherals and the operating systems and standard applications on them – are used effectively, efficiently and smoothly as requirements and developments evolve.
The person who first receives the customer’s call:
• Answers the incoming call,
• Records the problem or request,
• Calls the customer back for details, gives up-to-date and accurate information and keeps them informed about the status of the call,
• Solves known software, hardware and usage problems,
• Forwards the problem or request to the relevant support groups or service providers,
• Keeps track of the status of the work forwarded to support groups or service providers and follows it up.
* Nics delivers Call Management and Help Desk services of every scale that require domain expertise, vendor-independently and in line with customer needs.