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| Services |
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| Service Desk Solution |
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With raising expectations
from technology and growing end-user demands for results
from IT, it has become critical to track, manage, escalate
& resolve IT infrastructure incidents to ensure availability
of technology platform for business to take place.
Athena, knowing the importance of customer’s expectations
and customer’s requests, has put in place a centralized
global service desk to cater to end-user’s issues/requests
pertaining to Technology Infrastructure. The main objectives
of the central service desk are
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- Log user calls and assign Tickets,
Assign severity levels to each call
- First level resolution of user
calls based on assigned priority
- Track each call
to resolution, Escalate each call if necessary
- Analyze call statistics &
generate periodic Exception Reporting, Daily Call
Report, and Weekly Exception Report.
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| Athena’s central service desk
has been designed based in-line with industry best practices
for service desk solution. |
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