Microlab HelpDesk is the central point of communication with users and all work processes are aligned with ITIL methodology.
HelpDesk actively participates and monitors the resolution of all posted user questions, requests and problems in order for all aspects to comply with the contracted obligations or even exceed them. The receipt of users’ queries in the HelpDesk application is confirmed by sending back an automatic e-mail message with a unique HD number though which all further communication with the user is conducted. By sending a question to HelpDesk information can be obtained at any time on the status of resolving the user’s application or information on any other service, product and solution.
In case of need for managing changes, HelpDesk, in accordance with the defined procedure, (Change Management) initiates the change management system that enables the effective, secure and standardized resolution of user requests for change (Request for Change – RFC). The Change Management System supports functionalities such as categorization, escalation, workflow, templates, impact/urgency/priority and connection with other functionalities (CMDB, SLA, Problem Management).
microlab‘s technical support is available only to registered program users.