Helpdesk

Helpdesk provides two kinds of services as described below:

• Basic– answers to telephone questions of users
• Extended– user’s keyboard and monitor takeover and showing the process to user

The basic service can be solved without a connection to user’s network. It means that the user calls either directly the defined helpdesk number or calls helpdesk via so called blue line (844 171 171).  

If using the extended service, it is necessary to:

• Connect to a customer’s network
• Have a suitable software on customer stations (eventually on servers as well) – e.g. MS SMS, Intel LanDesk Management, VNC, Carbon Copy etc.

Moreover, extended service brings more possibilities together with helpdesk:

• Supervision of conditions of critical components in customer’s network – Supervision centre
• Usage of the data connection for voice transmission (VoIP, VoFR) and with that decrease of telecommunication costs

The essential benefits for a customer

Direct Support of

• MS desktop operation system
• MS Office desktop office applications
• Groupware and mailing system of MS Outlook and IBM Lotus Notes
• SAP GUI, Microsoft Dynamics NAV and CRM (after identification with a specific customer implementation – just in case of extended service, the reason is knowledge maintenance)
• Specialized customer applications (after training at customer´s – in case of an extended service, the reason is knowledge maintenance)

Indirect Support of

• Microsoft and Linux server systems
• Microsoft System Center and ForeFront server systems
• SAP R/3 server systems and tools for maintenance and development of these systems (ABAP)
• SAP, MS Dynamics NAV and CRM application modules
• Network hardware and software in portfolio range of Infinity services

The indirect support is provided by recording the questions and by handing them over to the experts. It is not then the immediate response but possibility of a Single Point of Contact.