What tools does Aton’s Service Desk use?

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.

A flexible ticketing system to track and manage all incidents

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?

• We classify and categorise each report from different channels (e-mail, call, web).
• Everything is tracked: every communication is stored in tickets and can be shared with the customer.
• Escalation to different support levels with the definition of urgency and priority is recorded directly by the system in a straightforward manner.
• The history of our interventions is made available clearly and transparently to the customer.

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).

A cloud-based telephone system for an always reachable service desk

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.

• Picking up the phone is out of fashion! Now with a click we answer an incoming or outgoing call.
• We can connect on laptops and smartphones to be reachable anytime, anywhere.
• The customer is not left waiting for the operator to vacate and does not have to press any buttons to be directed to the correct service.
• Each of us responds according to the client, the languages spoken and the technical skills required.

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!)