SERVICE DESK SUPPORT. 2.2.1 Service Desk Support is only provided for Goods detailed on the Order Form.
SERVICE DESK SUPPORT. First point of contact On-the-spot resolution of non-complex incidents Assess more complex issues and escalate appropriately Schedule on-site visits and periodic Customer Review Meetings Customer Support Engineers On-site attendance Resolution of basic on-site issues and escalation of complex issues First line support to Customer Change Management, Problem Management, Implementation and Quality Assurance (CPIQ) Team Engineers Resolution of complex issues Management of Customer projects Management of ‘IT change’ on behalf of Customers Quality assurance Account Manager Organise and chair periodic Customer Review Meetings Monitor KPI service levels, explain unders/overs and project manage plans to resolve ongoing issues First point of reference for on-going Customer concerns Other roles Finance - for invoicing and pricing Procurement – for hardware/software quotations HR – for Health and Safety and Enhanced DBS questions Curriculum Support and Safeguarding Officer Compliance Officer (GDPR & ISO)
SERVICE DESK SUPPORT. Description Client support provided to contact the service provider and gain access to all services. It acts as a single point of contact between the service provider and clients. Service requests are tracked, monitored and managed to ensure consistent and reliable service. Delivery Scope All clients Component Scope All components Standard Service Features Client assistance Monday to Friday, 8:00 – 5:00 Emergency after-hours support is available outside of normal business hours Service Hours Available Monday to Friday, 8:00 – 5:00, excepting government holidays Service Initiation Local Yellowknife Phone: 1-867- Toll Free: 1- Email: @ Fax: 1- Service Support Updates on service desk tickets can be obtained by contacting the service desk through the channels listed above. Service Resolution Services requests through the Service Desk are considered resolved when the ticket issued is closed. Wait Time Wait time depends on the service requested.
SERVICE DESK SUPPORT. A support resource available to troubleshoot problems or provide guidance to the customer in relation to the organization’s PLM System.
SERVICE DESK SUPPORT. 1.1 Subject to fair usage, there are no restrictions on the number of Service Requests that the named End Users can raise with TMB’s service desk. TMB’s Service Desk provides support, the prompt resolution of Issues and assistance in the use of the Managed Equipment, including the following:
