Help Desk

All PROREDES service contracts provide users with access to our help desk. The help desk is the first request for consultation or problem support resolutions.

The support process uses ITIL (Information Technologies Infrastructure Library) to deal effectively with requests, which are assigned to tickets for the purpose of tracking, monitoring, and reporting.

Using help desk software management or call center, ticket numbers are assigned to track the process.

Among the tools that help desk uses to provide support is to take control of the desktop when authorized by the user, which achieves an expeditious resolution of the problem. If a solution is not possible with this process then it is sent to the plant technician or field technician for clients with outsourcing contracts.

All technicians must respond to requests (tickets) resolving or scaling the problem to achieve customer satisfaction within the maximum allowable time per the contract.

The help desk has the following characteristics: