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HELP DESK

Customer Network Operations. HELP DESK. A SINGLE POINT OF CONTACT PROVIDING A DEDICATED SOURCE OF ASSISTANCE AND VALUE ADD FOR SERVICES TO OUR VALUED CUSTOMERS. VALUE ADDED OFFERINGS. SINGLE POINT OF CONTACT (SPOC). ACCOUNT PRIMESHIPS (DEDICATED RESOURCING).

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HELP DESK

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  1. Customer Network Operations HELP DESK ASINGLE POINT OF CONTACTPROVIDING ADEDICATED SOURCEOF ASSISTANCEANDVALUE ADDFORSERVICES TO OUR VALUED CUSTOMERS

  2. VALUE ADDED OFFERINGS SINGLE POINT OF CONTACT (SPOC) ACCOUNT PRIMESHIPS (DEDICATED RESOURCING) PROACTIVE STATUS & ESCALATIONS DIAGNOSTIC CAPABILITIES

  3. VALUE ADD • One stop shopping for all events and services handled by the Helpdesk • Dedicated Resource • Live Answer • 7 / 24 operation * SINGLE POINT OF CONTACT

  4. VALUE ADD • Technical Service Representative owns account during day to day event management • Responsible for service delivery • Prepare/discuss service reports • Escalates accordingly , internally/externally as customer advocate * ACCOUNT PRIMESHIPS

  5. VALUE ADD * STATUS • Follows up and provides timely up-to-date status on trouble reports

  6. VALUE ADD • Level 1 information screening • Level 1 diagnostics • Speed up trouble resolution • Reduce handoff • Provide quicker status response * DIAGNOSTIC CAPABILITIES

  7. CUSTOMER HELP DESK VOICE DATA INTER- NETWORKING SUPPLIERS TECHNOLOGY CENTRES NETWORK OPS. FIELD FORCES RESOLUTION TROUBLE FLOW CHART

  8. SMD & NSD (SPOA) Bell Enterprise Customers SERVICE MANAGEMENT INDEPENDENT Telcos VENDORS/ SUPPLIERS Customer Network Operations Helpdesk NTWK MGMT. TECHNOLOGY CENTRES ENG.. 800 GROUP CHANGE MGMNT. FIELD SERVICES INT’NL TELCOS

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