MHM computer a.s. offers the Service Desk service for customers who want to have one contact to receive an initial evaluation of all events, incidents, or unusual statuses in their infrastructure. The MHM Service Desk provides non-stop, 24/7 service while it is possible to call on two separate telephone lines or send messages to e-mail addresses. Every incident is processed according to the Service Desk processes, which are set in conformity with ITIL methodology. In the front line of the Service Desk operators are trained MHM employees, who are able to evaluate events and incidents properly by selecting the appropriate escalation processes and fulfill the set SLA. The operators communicate both in Czech and English.
The MHM Service Desk services are used to receive and process reports from MHM’s customers about service events and incidents happening at the technologies maintained by MHM and as well for those customers, who have a service contract with more suppliers and the MHM Service Desk serves them as a single consolidated contact point. The MHM Service Desk operators are able to identify the source of the problem and to escalate the resolution to its respective supplier or a group of suppliers thanks to their knowledge and expertise.
Key products included in the service:
- Service Desk in mode 24/7/365
- 10 operators with technical training
- Close collaboration between the Service Desk operators and the MHM technicians
- ITIL processes compatibility
- Possibility to integrate remote monitoring systems