Service Desk

Services of a Service Desk Infinity are completely provided in Support Center Infinity Inc. Support Center provides especially Single Point of Contact for reporting all the requirements (SPOC), management of solving requirements, services of IT environment supervision, services of Helpdesk and first level support. Moreover advance-sale consultations and tutorials are provided.

The Essential benefits for a customer

Service Line – SPOC

It is the Single Point of Contact (SPOC – Service line) which is able to accept error reporting 24 hrs a day 365 days a year. The complete administration and logistic of a service case is provided, beginning with a report, over forwarding it to the technician up to a case accomplishment including SLA monitoring. Informing the end user on servicing conditions and process is the matter-of-course.

Supervision center

It is a next extended offer of a service line. It is a pro-active service for monitoring the individual key components of a customer by means of different tools which provide:

• minimal outages at customer’s
• operation optimization
•  reduction of repair time on technologic minimum 

Helpdesk

In minimizing the overall costs necessary for IS/IT (TCO) operation, the support of the end user is the essential part. Therefore Infinity Inc. offers Helpdesk operation for end users of a customer. All the problems announced by the end user are registered here and the direct support is provided no matter if it is the beginning user or the skilled administrator. The work team in this group is able to solve approximately 70% of requirements directly without necessity of call-back or further support.

Consultancy and pre-project tutorial

Services within customer Service Centre are provided via contracts according to SLA (Service Level Agreement) methodology, whose object is a catalogue of services created in cooperation with a customer. As for this catalogue, a customer defines services corresponding with his requirements best.