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ServiceDesk and Customer Portal
We help our customer to setup end-to-end Support System.
As per ITIL definition, “The single point of contact between the service provider and the users. A typical service desk manages incidents and service requests, and also handles communication with the users.”
It is very important to have a single point of contact tool setup for all end customers/users and have a cost-effective ticketing system to focus on quick response and resolution time. AdiInfi helps to set up the best workflow, single point of contact service desk/customer portal, <1 minute response time, and SLA-based resolution time by using the right tools like JIRA Service Desk, Zendesk, and others as per needs.
Generally, we take 10 days of the average time for service desk setup after the analysis phase. Once the service desk setup is ready as per the needed workflow, it will be easy to get all the reports and dashboard of valuable information from a single page. It will also help to perform all L1, L2, and L3 level support operations.
Our offerings
Managed 1st and 2nd line support
You can get outsourced IT support services delivered on a turn-key basis or cover only the areas you need and fit into your existing process. As an IT support provider. The team pays much attention to process & workflow optimization, knowledge base creation, management, as well as advanced training of our L1 and L2 engineers.
Support team extension
Apart from providing IT support-managed services, we also help our customers extend their existing teams with IT, support engineers, or long-term resources. Our experts easily merge into customers’ organizations and are actively involved in incident solving, troubleshooting, extended analytics and reporting, workflow, and process development.
Maintenance and support at 3rd line
Maximize your IT systems efficiency along with minimizing costs and potential issues with efficient support. AdiInfi 3rd line engineers and maintenance and technical experts to help customers to reduce costs and ensure minimal downtime, excellent performance, and availability.
We perform systems upgrades, migration, enhancement, re-engineering, etc. to optimize your software systems landscape and make sure your IT ecosystem runs smoothly, reliably, and in a cost-efficient way.
Support system and service desk setup
AdiInfi can help you define & optimize IT support processes, create a support knowledge base (incl. FAQ, checklists, training material, etc.), choose the best-fit support systems combination, and tailor it to your needs. We help to setup the right tools like JIRA, Zendesk, etc. as per need and workflow management.
Workflow creation and optimization
The support team can create the workflow from scratch or perform workflow optimization for existing systems to reduce costs and increase work efficiency. It is very important in any cooperation to know the point of contact, and critical paths of the problem-solving process. Driven by ITIL framework standards, we create a complete service chain considering your project’s specifics.
Analytical dashboard and reports
We help to create an analytical dashboard and reports with all required KPIs, SLA, and product quality in the market by having problems in separate categories, for example, region-wise problem reports, feature-wise problem reports, etc.
