Self-Help Support
- Enable self-help and user-retrieved information. Static information offered on web pages or mobile apps, interactive chat bots suggest solutions to simple issues
Basic Help Desk & Application Support
Provide basic help desk resolution and service desk delivery, including password re-set and basic trouble-shooting
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Sub-Categories Examples
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Application Support (routed to Application Subject Matter Expert)
- Application Support Request
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Accounts & Access
- Password Reset Request
- System Access / Privileges Request
- Non-Standard Software Request
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Network & Connectivity
- Guest WiFi Request
- VPN Request / Issue
- Phone Support
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Employee Hardware
- Laptop Support Request
- Peripheral Request
- Lost / Stolen Laptop Notice
- Productivity & Collaboration
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Miscellaneous
- Distribution List Request
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Application Support (routed to Application Subject Matter Expert)
Expert Application Support
- Provide in depth application support for IT platforms and applications with experienced resources who know the product or system
- Provides basic configuration / workflow changes
- Provide root cause analysis to prevent incidents from happening in the future
Deep Technical Support
- Provide expert product and service technical support for more difficult application problems or architectural issues
- Provide root cause analysis to prevent incidents from happening in the future
- Provide email capability to the company
Calendar
- Provide calendar and meeting request capability to the company
File Storage
- Provide file storage capability to the company
Collaboration & Communications
- Provide communication capabilities to the company
Office Productivity
- Provide office productivity software capabilities to the company