Service Desk

SIA Baltijas Informācijas Tehnoloģijas offers IT systems maintenance outsourcing services, taking responsibility for the functioning of the whole system. Customers 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 (ServiceDesk):

Customer requests -incidents, service requests, problems, change requests, ideas and complaints are recorded and processed;

  • ServiceDesk specialists resolve service request themselves (first level) or forward to the second-level specialists (experts);
  • Each registered case is resolved within terms and SLA agreed (such as response and resolution time);
  • The provision of reports on the case history, monthly reports, statistics;
  • Information on open service requests, provided upon request;
  • IT asset management.

Within outsourcing services BIT specialists perform remote system monitoring, IT equipment preventive maintenance, troubleshooting remotely or on-site at the customer site. 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.

You can choose between five service plans that provides different response and resolution time to your service requests, as well as the regular work plan and intervals to be fulfilled for your infrastructure units.

 

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