The Jetsam Help Desk consists of a team of experts in customer specific services and IT related areas. The team is setup to cover a broad range of service processes which occur on a regular basis and can be organised by standardised workflows, as for example:
By combining sophisticated business processing, intelligent software and a well-trained team, the Jetsam Help Desk is able to offer these services at excellent quality and competitive prices. We strongly believe these base-processes of After Sales Service are significant to the overall performance of service delivery. Therefor we constantly strive to improve the efficiency and performance of our Help Desk offering wherever possible.
CUSTOMER ESCALATION SERVICE
One of the tasks covered by Jetsam is the handling of various service related escalations (e.g. problems and topics that could not be handled by a regular call center) coming in from Europe, Middle East, Russia and sometimes even from overseas. These kinds of escalations cover topics like product or service registration, on-site services and support of service IT systems used by our customers.
Even though the process for handling these kinds of escalations is well defined each and every task is different and the team members need to work with different systems and third parties to find the adequate solution for the customer. To make sure that our Help Desk always delivers all tasks on time and with high quality of service (or in other words outperforming our SLAs) there are different teams for each task backing each other up.
Courses are usually conducted via computer-based trainings (CBT) using state-of-the-art software in order to ensure the best possible learning success. E-learning features a number of advantages such as flexibility, self-paced learning and not least a significant saving of time and costs. However, the personal contact, which our trainers enjoy during their on-site trainings, is also a very important aspect. Jetsam provides training to different customer groups:
FIRST LEVEL SUPPORT
SLA BASED PROCESSES
Another responsibility is part of the technical support services we offer. Hereby, the Help Desk supports our Tech Office team by taking care of software and driver distribution management. As soon as new drivers or manuals (e.g. for notebook or other CE devices) are available, the team is responsible to keep the public driver download site up to date. They also handle all kinds of escalations coming in, mostly from authorized service providers.