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   Company Description - Intellident
    Intellident offer a comprehensive range of support and maintenance packages, including access to our helpdesk and onsite service engineers. When a support call is received, the helpdesk will log a call in our Case Management system and allocate a case tracking reference number and a severity classification. Each case is managed as a series of activities associated with the tasks required to resolve the case. For each activity, automated emails can be sent to two nominated users at the customer site in order to provide clear visibility of progress; examples include confirmation of the call reference, case progress updates, scheduling of onsite engineers and confirmation of call closure.

Helpdesk staff will perform further diagnostics when required, by telephone or preferably by remote access to the affected system. Where possible the case will be resolved by, for instance, reconfiguring software, restarting services or providing user guidance. Intellident’s standard remote access tool is TeamViewer though we can also support technologies preferred by our customers. Further details are provided on the FAQ page. Based on the detailed investigation already undertaken, our workshop engineering team will dispatch the correct parts overnight via one of our 60+ Pick-Up Drop-Off (PUDO) points to ensure spare parts are directed to our engineers more effectively and efficiently. It is important that Intellident field service engineers will attend service calls with all the necessary swap-out parts to ensure immediate fault resolution.

Where an escalation is required for a software issue, our 2nd line Helpdesk will take over the call. These software experts will remotely connect to the system where possible using pre-agreed connection protocols, for instance TeamViewer or VPN connection, and work to a resolution. Where remote connection is not possible, they will work with local IT or management staff via telephone or email to diagnose and fix the problem. Where a fix is not possible due to a software bug or enhancement, the call will be escalated to our software development team.

Intellident have a range of management controls in place in order to monitor the overall levels of service and to highlight specific cases which are not progressing to plan. Our VP Customer Care, Helpdesk Manager and Helpdesk Supervisor receive automated alerts from the Case Management System for day to day management, have a range of reports used for weekly reviews and hold a monthly debrief to identify system and performance improvements. Intellident staff have a detailed training plan consisting of scheduled new product & service training as well as refresher training and a range of self-study online courses. Ongoing training is mandatory for all staff and is tied to personal remuneration. Software upgrades are offered Free of Charge under a support and maintenance agreement. The software is made available along with a detailed Installation Guide, User Guide and Configuration Guide. Intellident installation support can be provided and is chargeable at the standard daily rate.


   Contact
Location: Stockport·Cheadle Hulme
Zip Code/Address: 00000/Intellident Ltd Landmark House Station Road Cheadle Hulme Stockport SK8 7BS
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Sign Up Time: 2017-02-26 20:03:13
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