SERVICES
PRODUCTS
QUICK CONTACT
zc.mhm@ofnii
MHM computer a.s.
U Pekáren 4/1309
102 00 Praha 10
Česká republika
tel.: +420 267 209 111
fax: +420 267 209 222
MHM computer a.s.
U Pekáren 4/1309
102 00 Praha 10
Česká republika
tel.: +420 267 209 111
fax: +420 267 209 222
Help Desk
MHM computer a.s. provides helpdesk services for customers who want to have just one contact to resolve all incidents and unusual situations that may occur in their infrastructure. Helpdesk provides 24/7 continuous service with the possibility of calling two independents phone lines or send messages to email addresses. In accordance with the ITIL methodology, incidents are processed on the bases of relevant helpdesk and maintenance procedures. The front helpdesk operators are experienced professionals who are able to assess the incident and reach the appropriate conclusion set by SLA using correct escalation process. The operators are communicative and they speak Czech and English language. Helpdesk services are used both for reporting MHM managed equipment maintenance requests and for customers who use equipment from various suppliers with consolidated helpdesk provided by MHM. Helpdesk operators have an access to knowledge database and are able to identify the source of trouble and escalate the problem resolution to the respective supplier or group of suppliers.
Helpdesk
service includes sending regular reports to the customer that contain information
on incidents and their severity, suppliers response time, time needed for
resolution of incidents and whether were SLA parameters met. In case a customer
require remote infrastructure monitoring the operator is able to connect to the
surveillance system and evaluate the situation. If there is an occurrence of
non-standard behavior of an application, the customer has the possibility to
verify that the infrastructure does not show any anomalies, which can
contribute to better detection of possible malfunction.
Key products included in the service:
- Helpdesk 24/7/365
- 4 trained operators
- Use of MHM knowledge database containing information on technical infrastructure
- Compatibility with the ITIL processes
- Ability to use remote monitoring systems
