Help Desk

Department of complex technical support of users of information systems

Telecom Project inc. INTRODUCES INTEGRATED TECHNICAL SUPPORT OF USERS OF STATE AND PRIVATE INFORMATIONAL SYSTEMS AT OUTSOURCING

Implementation of projects is carried out in the territory of the Special Economic Zone "Dubna", where favorable conditions and concessional terms have been created for the development of resident companies, where the optimal combination of payroll costs and employees of Science Town professional qualities are established.

Department of Help Desk is:

Specialists

Qualified specialists and the ability to rapidly expand personnel: engineers of different categories, technical specialists in support of IT infrastructure, operators and call center managers, developers, programmers, supervisors

Resources

Availability of technical resources, equipment, communications, IT systems, call-center, multi-level system of processing inquiries for fulfillment of state tasks and tasks of commercial companies on technical support of information systems of different IT architectures

Optimization

Full delegation of the load that occurs when incoming requests from users of information systems to a team of professionals

Intelligent database

The possibility of creating and filling the "intelligent databases" of clients for identification, correction, modification of possible software errors of information systems affecting the health and interaction of the latter with end users

Inquiry processing

A multi-level structure for processing user requests is used as a part of the maintenance of information systems. A typical example of a multilevel architecture with the introduction of a ticketing system and the filling of the "knowledge database" of client companies:

First level

Primary processing and registration of user’s requests: incoming / outgoing calls, processing of electronic requests

Second level

Expert analysis of incoming requests and their prioritization, the implementation of primary diagnostics and the search for standard solutions to the tasks

Third level

Modeling of situations connected with possible technical errors of information systems, transfer of information for their correction and modification to developers

Fourth level

Full software support for information systems, implementation of improvements and corrections in the event of software errors

Flow chart

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