LINK provides comprehensive Help Desk support that is capable of solving whatever problem arises.
Our approach to Help Desk services begins by classifying the client company’s areas of interest in order to facilitate faster and more customized response. Typical support includes:
Operations Support
- Answering questions about functionalities
- Resolution via telephone or e-mail
- Solutions that do not require reconfiguration or re-programming
- Knowledge of business processes
- Pricing determined by specific level of service
Optimization and Operations Improvement
- Addresses processes and operations tools
- Support can usually be provided remotely
- No project manager is required
- A simplified model from development to operation can be used
- Pricing determined by specific level of service
Support for Projects and New or Enhanced Functionalities
- LINK employees provide this support, not contractors.
- A project manager may be required
- Pricing determined by specific level of service
LINK recognizes that every request for assistance is important, and at the same time, that different requests impact the company’s operations in different ways. LINK has therefore developed a framework for classifying requests in order to ensure response times that take the importance of continuity in company operations into account. There are four levels of criticality:
Level of Criticality |
Description |
1 |
Situations that could stop the operation |
2 |
Does not stops the operation, but a fast response is required |
3 |
A process improvement is needed or there is a non-critical problem, but a solution is desired as soon as possible |
4 |
New requirement or improvement to the process that does not represent an emergency for the operation |
