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Service Desk

The Service Desk provides several levels of support for users. Many companies wish to outsource this function in order to improve services, save costs and focus on core business activities. ECLINSO has the infrastructure and trained personnel to provide an exceptional level of service with scalable contracts that suit our clients' requirements. Support is provided in English and in other major languages.

It is the Service Desk's aim to solve the user's problems as fast as possible in order to keep our clients as productive as possible.

Support Levels

Level 1

Request is defined as "End User Support". This will be the users who work with the Application Suite provided within this Service.

Application access problems, e.g.:

  • User lockout
  • Password forgotten
  • etc.

Level 2

Service requests that cannot be handled by Level-1. These are:

  • Connectivity problems caused by the unavailability of the service
  • Application access problems, e.g.:
    • Data management requests
    • User management requests
    • Application issues
    • Performance issues
    • Technical issues within the hosting environment
    • Data exchange
    • Data extraction
    • Data upload

Level 3

Service requests that cannot be handled by Level-2. These are:

  • Application problems, due to bugs
  • Software change requests
  • Meta data definition errors
  • Data exchange
  • Data format

This level relates to problems of the software which might go beyond the competence of ECLINSO. Such support requests will be escalated by ECLINSO staff to the software vendor and tracked until successfully resolved.

Case Tracking

All calls to the Service Desk are logged using a case registration and monitoring application. This ensures all queries or problems are handled in a timely and efficient manner. Many of the calls are simple, but nevertheless cause delays and undue stress for the users; such as forgotten passwords, data transmission or connection problems. All the Service Desk staff are highly trained professionals who have detailed knowledge of the specific applications and provide excellent first level support.

24/7 Global Support

ECLINSO provides dedicated Service Desks operating 24 hours a day, 7 days a week, to support our clients worldwide. Service contracts can be tailored to suit your business support needs. From your basic office hours coverage to full 24/7, we have the flexibility to meet your needs and budget.

Case Escalation

In circumstances where it is not possible for the Service Desk to solve the case on the phone, the case is escalated to second level support. This is either provided by the client's own infrastructure personnel, or by ECLINSO second level support. The case is actively monitored and followed up where necessary to ensure a successful and timely conclusion. All support level use the same incident tracking repository in order to ensure efficiency and full transparency.