A unique and rewarding partnership

Outsourcing of your Help Desk Services to Sun Coree DB enables us to act as the single point of contact and manage all requests for services in your organization. Service calls will be handled by the Resident Service Engineers or shall include calls that will be routed directly to third parties. The service will also provide access to technical assistance to deal with infrastructure related technical inquiries. The Help Desk provides a single point of contact to end users and designated system users for handling requests for services.

The facilities included in Sun Coree DB’s Help Desk Services are:

The Help Desk logs the call and details of the problem or request, diagnoses and determines the priority of the call apart from giving advice as necessary. The Help Desk then monitors the progression of all the calls logged to ensure that they are resolved within the agreed service levels. Once a call has been resolved, the Help Desk will contact the user to ensure that they are completely satisfied, before updating the call details and closing the call. The customer will also be provided with the access to the Help Desk system so as to monitor calls independently.

If the problem has not been resolved at the time of logging the request, the Help Desk will route the call for resolution to either the second line technical support i.e., Resident Engineer or the appropriate service provider. In which case, the Help Desk will inform the customer of the expected actions and resolution time, updates details of the call as necessary, coordinates with the second line technical support or the responsible service provider, keeping track of the problem and actions until satisfactory resolution. On resolution of the necessary actions, the Help Desk will update the call management system , record resolution and close the call.

In addition, the Help Desk facility, manned by Sun Coree DB, will provide second line technical assistance to deal with all hardware and software technical queries routed from the Help Desk. Further diagnosis of the problem is carried out in order to ascertain the most appropriate path or solution, coordinates with other service providers or OEM as necessary to resolve the problem. Upon completion of the request or problem, the specialist will document and report back to the Help Desk all details of the action taken to close the call.

Sun Coree DB will produce reports periodically to support the Help Desk service. Such reports will be presented to the customer for review on a regular basis. Sun Coree DB will mutually agree with the customer on the format and content of the reports. Sun Coree DB can also provide analysis of calls statistics and problem trend, in order that improvement recommendations and implementation plans can be proposed as part of the managed services.

Partnering to minimize IT infrastructure related business risks Deploying or upgrading new enterprise technologies mean higher productivity, faster time-to-market, and more efficient operations. The challenges that come with infrastructure can bring serious resource issues, complex configuration and integrati