Help Desk Management
The Help desk is the single point of contact from Religare Technova for resolution of application related problems.
The Help Desk undertakes
- Logs user calls related to IT infrastructure under the scope of work and gives a call ID number
- Assigns severity level to each call
- Tracks each call to resolution
- Escalates the call to customer’s IT team if required, as per defined escalation matrix
- Escalates call related usage of application software to application support team
- Provides feedback to all callers
- Analyzes call statistics
- Creates knowledge base on frequently asked questions to aid users.
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