Having understood what the Service Desk does on a daily basis, you may have wondered “but how do they manage everything and remember a thousand things?”
Well, we have tools at our disposal, which facilitate our work and help us plan our day.
The first of Aton’s Service Desk tools is EriZone, our ticketing system: this is where all support requests arrive and are handled. EriZone is a tracking and management system for customer reports based on services and priorities. Incidents, problems or requests?
Parallel to EriZone, specific ticketing systems are used for some customers to manage tickets or escalate them to specific suppliers on certain topics or issues (e.g. Jira for technical escalations).
Of course, a Service Desk also works on the phone, a cloud-based telephone system such as NFON allows us to receive and manage phone calls, voicemails and callback requests while in the office… and not only!
For some time now, we had been planning to abandon the idea of the ‘fixed’ desk and make office workstations more ‘academic’, as well as virtual. To realise this idea, it was first necessary to cut the cable and get rid of traditional telephone equipment. Now we arrive at the office in the morning and have the opportunity to choose where and near whom we work, depending on the projects we are working on or that may interest us. If we choose smart working, no difficulties or delays!
NFON with the Cloudya cloud phone system, is the answer to our needs: we use the Internet to make and receive calls.
Hence shorter response times, faster problem resolution and better customer satisfaction with the support received. In addition to the tools we have presented to you, there are others for handling service requests: we will see them in another episode!
As you will have gathered from this brief presentation, we have a lot to keep an eye on during the day 😉
But that’s the beauty of the dynamism of our work (otherwise, how boring would it be to sit in front of the PC for eight hours!)