Maden
Technologies designs, deploys and staffs IT Help Desk Services that
exemplify the highest standards of customer service. We provide
a managed business framework and methodology that ensures world-class
customer support with appropriate metrics and controls in place
for effective measurement. Using Remedy software, our Help Desk
monitors and resolves Tier I and Tier II problems and either resolves
or refers Tier III problems. We create and adhere to standard operating
procedures, utilize integrated website support, and we do in-depth
trend analysis and reporting. An integrated lab supports the Help
Desk, and a lessons-learned database is available to our customers.
Customized hours are available to meet your needs and customer on-site
Help Desk Services are also available.
Highlights of our Help Desk Services:
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Full implementation life cycle — design, develop, staff,
and manage
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Identify and diagnose performance issues
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Resolutions to subscribers in an expedient manner
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Strategic communication to our customers
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Complete help desk lab rebuild for diagnostic work
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Maintain Remedy database (Knowledge Base) clean-up
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