- Helpdesk Centralization – single point contact for handling all IT problems
- All calls are logged, tracked and assigned and escalated if required using ticketing capabilities that include required tools, process, database and reporting.
- Implementation of ISMS (Information Security Management System) compliant processes for the help desk such as:
- Change Control Procedure
- Call Process Flow
- Incident & Problem Management Approach – The tools we use
include Solarwinds, Advent Net (for Event co-relation tool,
Ticketing) and we use a customized dashboard for reporting.