Customer support service (Service Desk)
Baltijas Informācijas Tehnoloģijas, Ltd. offers IT systems maintenance outsourcing services, taking responsibility for the functioning of the whole system. Clients are offered a variety of service conditions to enable them to choose the most appropriate level of service – from simple equipment repairs, up to a guaranteed system restore after emergency.
Maintenance service is administered by the customer support department (Service Desk):
- Recorded and processed client requests -incidents, service requests, problems, change requests, ideas and complaints;
- ServiceDesk specialits resolve service request themselves (first level) or forward to the second-level specialists (experts);
- Each registered case is resolved withim terms and SLA agreed (such as response times and Prevention);
- The provision of reports on the case history, monthly reports, statistics;
- Upon the request provides information on open service cases;
- We offer clients IT asset management .
Within outsourcing services BIT specialists perform remote system monitoring, IT equipment prevention and diagnosis, as well as perform troubleshooting remotely or on-site at the client. We provide guaranteed response times to customer calls, as well as personalized service –the particular IT specialist is fully conversant with the customer’s IT infrastructure and needs. For the customers there are available Monthly reports on the work carried out as well as free advice on equipment and standard software performance optimization and improvement.
BIT offers five service plans, that differ in the prevention and response time to your requests, as well as the regular work plan and intervals to be fulfilled for your infrastructure units.
