User support and help desk functions are relevant both within the institution and for third-party service providers. Institutions that require help desk support will often outsource elements of IT operations. Through our partnered services, PVI Consulting can combine user support processes with internal service level agreements (SLAs) to include such functions as root cause analysis, impact analysis, problem correction, and preventive procedures. Our SLAs and user support goals and objectives should align with users’ business requirements.
PVI Consulting's partnered services consists of dedicated help desk staff trained in problem resolution, equipped with issue tracking software, and supported with knowledge-based systems that serve as a reference resource to common problems.
Our partnered services record and track incoming problem reports, whether handled by live operators or automated systems. Documentation in the tracking system will include such data as:
- User
- Problem Description
- Affected System (Platform, Application, or Other)
- Prioritization Code
- Current status toward resolution.
- Party responsible for resolution.
- Root Cause
- Target Resolution Time
- Comment field for recording user contacts and other pertinent information.
Our partnered services are also supported by knowledge base systems that provide support staff with action responses to common problems. Our strong support functions continually update the knowledge base systems with information obtained from vendors and from the experiences of help desk staff. Because attrition rates in the help desk function can be high, a knowledge base system can ensure an institution retains knowledge and facilitates the training and development of new employees. Users may also access the knowledge base through the web to diagnose their own problems contributing to a more streamlined help desk function.