 Help
Desk
Globecomm’s Help Desk provides a single reliable, cost-effective
point of contact for maintenance requests, troubleshooting and
customer reporting. The Help Desk provides Tier-One troubleshooting
and, when necessary, escalates issues to Tier-Two support.
The Help Desk is responsible for
- Client authentication for
accepting support requests
- Logging a service request
- Providing the client with a
reference number for the request
- Providing clients with updates
relative to their service requests
- Closing the request once the
support team has deemed it resolved
Incoming Service
Requests
Inquiries are received by toll-free number, email and our support
Web site. Incoming service requests are assigned a trouble ticket
and routed to a support team of engineers who will attempt to
resolve the problem. Problem resolution may entail escalation within
the team to experts from various disciplines such as Broadcasting,
Networking, or Security. The team will ensure that appropriate
resources are assigned to the service request as quickly as
possible.
Globecomm keeps the customer updated on a regular basis until the
problem is resolved. Once the engineer deems the service request
resolved, a representative from the Customer Care team contacts the
customer to learn whether the problem has in fact been resolved
satisfactorily. Only then is the trouble ticket closed.
Management
Reports
The Help Desk also generates monthly management reports on customer
history. Many of these reports are generated automatically and are
available for viewing at any time via the Globecomm Support Website.
These standard reports include reports on:
- The number of inquiries
- The number of service calls
- The number maintenance issues
and their status
|
Click
here to go to Globecomm Website